The Research on the Relation Between the Service Quality and the Citizen's Satisfaction of Government - A Case Study of Puzih Land Office, Chiayi County

• Main Authors: Wu, Songhua, 吳松樺
• Other Authors: Shyu, Chianwoei
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/03400437047838282123

碩士 === 國立中正大學 === 政治學研究所 === 101 === The research on quality of government service is currently the mainstream of contemporary academic and practical research. Governments today apply successful models of businesses and perceive quality of government service as a critical factor for organizational sustainable development. The aim of this study is to investigate the quality of government service at the Puzih Land Office, Chiayi County, as well as citizens’ satisfaction with the quality of government services. According to the findings, this study suggests several policy recommendations for the land offices. This study reviews literature on service quality and customer satisfaction theory. The research methods applied in this study is survey research with questionnaires to test the quality of government service at the Puzih Land Office, Chiayi County. The research framework includes the following five dimensions with 20 variables to test the quality of government service: tangibility, reliability, responsiveness, assurance, and empathy. The software used in this study for data analysis is SPSS for Windows 18.0 Chinese version. The statistics applied in this study for analysis are: descriptive statistics, t-test, one-way ANOVA analysis, correlation, and multiple regression analysis. The results show the following five findings: first, citizens have great expectations for the quality of government service at the Land Office; second, citizens have middle-high degree of satisfaction for the actual quality of government service at the Land Office; third, there are significant differences between citizens’ expectation of service quality and that they experienced at the Land Office; fourth, age is the main factor affecting citizens’ expectation for the quality of government service at the Land Office; fifth, there is a significant correlation between citizens’ expectation of service quality and that they experienced at the Land Office.Based on the above findings, this study suggests the following six policy recommendations: first, the Land Office should provide a comfortable office environment and redesign office spaces; second, the Land Office should enhance information services and expand on-line services; third, the Land Office should simplify administrative processes and create one-stop service point; fourth, the Land Office should strengthen professional skills of the employees and promote lifelong learning and training; fifth, the Land Office should ensure accuracy of land data and construct an effective audit system; sixth, the Land Office should listen to the opinions of citizens and actively respond to them.