| Summary: | 碩士 === 國立高雄應用科技大學 === 工業工程與管理系碩士在職專班 === 105 === In recent years, all levels of the government often held the competition of service quality awards or service awards to encourage the government agencies to promote quality convenience-for-people measures. Via customer satisfaction survey, the government can understand customer needs, as the basis for improving the service measures and enhancing customer satisfaction. In academy there are many discussions about external customer satisfaction, whereas the research of internal service quality is rare. However, employees are the key pushers or doers of all tasks, measures, and business, to who the government agencies must pay more attention, so that it can improve or enhance internal employees’ satisfaction and then external customer satisfaction.
The Kaohsiung Branch of Bureau of Standards, Metrology and Inspection, MOEA, in addition to the regulations governing the use of commodity inspection to enhance people the opportunity of buying safety commodity, also attempts to simplify the application operation process and reduce the waiting time for traders, expected to offer them the satisfactory service. This study embraces analytic hierarchy process (AHP) to conduct the research survey, through literature review and semi-structured interview, to design the questionnaire and request experts to fill them out. After that, the data was further analyzed by AHP. As the results show in this study, the most concerned factor of internal service quality for employees is fair assessment and promotion system, followed by support and approval and appropriate reward and affirmation, which can offer the government agencies as decision references.
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