[[alternative]]A Study of Customer's Satisfaction in a Social Insurance Institution--A Case Study

[[abstract]] 本研究以某中央社會保險機構駐雲林辦事處服務轄區的洽公民眾為研究對象，藉由問卷調查，以蒐集並探討洽公民眾對於雲林辦事處各項服務現況的重要程度與滿意程度；由於本研究對於雲林辦事處係屬初探討性質，因此在調查之前需先建立一套適合衡量該辦事處服務品質之量表，來瞭解洽公民眾對於該辦事處預期服務品質重要程度及實際感受服務滿意程度是否有落差，進而來發覺服務品質重要性及滿意度的關連性，最後再探討該辦事處服務品質的整體重要性、滿意度及不同洽公民眾，對於服務品質之重要程度與滿意程度可能造成的影響及差異情形，以作為提升服務品質及提高行政效能之參考。本研究採取問卷調查法，共發出問卷600份，回收亦600份，其中有5份因填答不完整，視為無效樣本，扣除無效樣本後，共得595份有效樣本。 研究結果發現，民眾對於服務品質重要性的期望與服務品質滿意度的認知並無顯著性差異存在。依雲林辦事處提供服務之環境設施、服務人員素質及服務流程等三項因素，經分析萃取出服務品質的五個構面因素分別為：「有形性」、「反應性」、「可靠性」、「保證性」、及「關懷性」。經驗證而證實服務品質重要性與顧客滿意度有顯著正相關存在，可見對於服務品質重要性期望較高的民眾，其實際服務後滿意度的認知也較高。在影響服務品質重要性方面，不同人口統計變項對服務品質重要程度構面因素絕大部分不會產生不同影響；至於在不同人口統計變項對服務品質滿意度方面，經驗證結果顯示，在不同「年齡」、「教育程度」及「平均月收入」三個變項對於服務品質滿意度會產生顯著性的影響。[[abstract]] This research used one central social insurance institute-Yunlin office and the people it serves as the research object. Through questionnaire investigation, we investigate the importance of the Yunlin office and the satisfaction level to the people it served. Since this is an initial study for this unit, we needed to establish a quantitative form suitable to measure the service quality of the office. We want to know if there is a difference in the importance of the expected service quality and the actual service satisfactory. Then we will further realize the connection between the importance of the service quality and the satisfactory. Finally, we investigate the overall importance of the service quality and the satisfactory of the office. This research adapted questionnaire investigation and distribute 600 questionnaires with 600 questionnaires returned, among which 5 were incomplete questionnaires which we viewed as invalid samples. From the study, we found that there was no prominent difference between people’s expectation to the importance of the service quality and the satisfactory of the service quality. According to the facility of the Yunlin office, the quality of the staff, and the service procedure, we figured out five structural factors of the service quality: tangible, reaction, reliability, assurance, and care. It was proved that the importance of the service quality and the customer satisfactory has positive relationship. We could also see that people who have higher expectation toward service quality have higher service satisfactory. With the respect of service quality influences, three variables of age, education, and average monthly income, has prominent influence to the service quality satisfactory