| Summary: | 碩士 === 台灣首府大學 === 工業管理學系研究所 === 103 === Reacting according to public opinions, government departments carries out their duties serving people with conveniences. However, when executing their duties, police departments have to uphold the principle of administration according to laws. Considering the aspect of surging public opinions, police authorities face great challenges to enhance the efficiency of public service and care perceptions of service quality. To improve service quality and upgrade people's satisfaction, this study innovates with TRIZ and PZB methods to design service quality for police departments. Engineering parameters in the TRIZ method will be converted to service parameters for the police departments. Service innovation will then be established by forty TRIZ-based principles with the contradiction matrix. PZB will be explored further to discuss perceptions of service quality. Tainan Police Departments chosen as objects in this study will be structured with a systematic service innovation to make more efficient public services and meet demands of service quality. Finally detailed gaps in perceptions of service quality established by Tainan Police Departments will be guided into diligent works serving people with conveniences. Other government departments expecting advanced service quality may apply the systematic service innovation in this study.
Key words: service quality, TRIZ, innovation principle, contradiction matrix, PZB.
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