Examining the Effect of the Quality of Government Services on Enterprises’ Investment Intention and Exploring the Future Government Services Expected by the Enterprises－the Case of Export Processing Zone

• Main Authors: Su-Lan Lo, 羅素蘭
• Other Authors: Perng-Fei Huang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/19384522574077242076

碩士 === 國立高雄第一科技大學 === 行銷與流通管理研究所 === 101 === The Export Processing Zone Administration (EPZA) has been transformed into a service-oriented government agency. In order to understand how EPZA will be able to continue to attract firm investment and maintain growth momentum, this study focused on EPZA’s three most important services-One-Stop-Service (OSS), Designated Service Line (DSL), and Professional Guidance Service (PGS)-to examine whether and how the quality of these services will influence future investment intention of the firms located in the Export Processing Zone. Also investigated are the future services expected by these firms. Data were collected through questionnaires distributed to 268 firm employees who had close contact with EPZA. These subjects were chosen via stratified sampling and systematic sampling. The total valid surveys are 135. LISREL 8.70 was used for model validation and hypothesis testing. The results show that: (1) Firms’ satisfaction with service quality of OSS and DSL is significantly related to relationship quality (trust, commitment), but firms’ satisfaction with service quality of PGS is not significantly related to relationship quality. (2) Relationship quality is significantly associated with investment intention and recommendation intention. (3) Relationship quality fully mediates the connections between firms’ satisfaction with service quality of OSS and DSL and firms’ investment intention and recommendation intention. (4)The top five future services expected by the firms are authorizing EPZA to audit labor training grants, reducing management fee, building and/or improving the bandwidth of network, avoiding duplication of taxes, and providing professional courses by training institutions. The findings can contribute to the study on the impact of government service quality on business customers-a field insufficiently explored in the existing literature. The results may also provide insight for other industrial park administrations into how to improve existing service quality and how to formulate future service policies. Finally, in addition to discussing the managerial implications of the findings and research limitations, the study also provides some suggestions for future related studies.