A Study on the Relationship between the Service Quality of District Office and Satisfaction of Civilians

[[abstract]]公務部門服務民眾的方式，以企業經營顧客為導向的服務模式與精神為出發點，面對民眾不同的價值觀與多元的服務意識，深感服務品質的創新與提升是重要的課題。本研究之目的是在於瞭解民眾對區公所服務品質滿意度的現況，並利用服務品質的五個構面：有形性、可靠性、反應性、保證性及關懷性為基礎，設計二十二個題項之滿意度問卷量表。之後，再經由統計分析，則可瞭解不同民眾背景變項下在各個構面滿意度的差異情形，並進以再作為區公所服務品質改進之參考依據。本研究問卷共發放五百五十份，回收有效樣本四百零六份。而回收樣本經問卷評分後，以描述統計量、獨立樣本t檢定及單因子變異數分析等方法進行統計分析，其結果顯示：總滿意度屬中上程度。另外，在不同性別及教育程度對服務滿意度上之看法，其結果則顯示有顯著差別；但在不同職業、婚姻狀況及年收入族群上的看法，則未顯示有顯著差異。再者，由對各個服務品質構面及題項的得分分析結果，本研究提出以下建議：在行政機關區公所方面，洽公之公共設施等應予大幅改善。同時，對員工不同的專業知識，亦應提供必要之專業訓練或進修機會。然在員工方面，則應隨時注意民眾的需求，仔細審查作業流程，並做出適當的服務。[[abstract]]The way that the public sector serves the general public should follow the model and spirit of how corporations serve their customers It is an important subject to promote and improve the quality of service that the public sector provides as the general public has a diverse set of values and backgrounds The purpose of this study is to investigate the current level of satisfaction from the general public towards the quality of service provided by the district offices Based on the five factors of the service quality namely tangibles reliability responsiveness assurance and empathy factors this study designs a questionnaire survey with twenty-two questions The survey is collected from a sample with 406 effective questionnaire survey The effective samples are analyzed to provide some information on the descriptive statistics independent samples T test and one way ANOVA After statistical analysis the result shows that the differences in terms of the five factors for people with various backgrounds are fairly evident Meanwhile the finding can be regarded as the reference guide for further improvement in the service quality of district offices The result also shows that the overall satisfaction ranks between medium to high Furthermore the level of satisfaction differs significantly among people with different genders and education levels On the other hand there are not much difference in satisfactory level among people with different occupations marital status and annual income Moreover this study also reaches the following suggestion that the infrastructure of the customer service area should be greatly improved In the meantime Some proper training shall be provided to employees on different areas of professional knowledge For district office employees they should always pay attention to the needs of the people and to carefully examine the procedures of operations for providing adequate service