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    Title: 顧客導向創新服務與其效益研究 —以新北市戶政服務為例
    The research on customer - oriented on innovation service and its effectiveness －case study of household registration service in New Taipei Government
    Authors: 鄭婕妤
    Contributors: 鄭宇庭
    鄭婕妤
    Keywords: 創新服務
    顧客導向
    跨機關整合
    行政協助
    Date: 2017
    Issue Date: 2017-07-11 11:42:45 (UTC+8)
    Abstract: 近年來，社會環境的變化與民眾生活型態的急劇改變，如通訊、網路的快速演進，促使民眾不僅人手一機，甚至還加速訊息的傳達，這樣競爭激烈的環境條件中，此思維與行為模式也逐漸延燒到政府機關或地方政府的公務部門，換句話說，公務部門在執行業務的過程中，愈來愈重視所產出的效益能否符合民眾的期待，以戶政業務的推行為例，一般來說，戶政業務服務與民眾生活較為息息相關，常被詬病服務品質不佳及組織效能低落，這樣的現象也正反應出民眾在社會變遷的環境衝擊之下，對於公務部門的業務執行能力與效率，開始呈現出檢視的行為與作法，根據這樣的社會期許的觀點，促使本文準備朝向此一方向，進行深入探究原因及研究因應作為。
    因此，在民眾對公務部門的服務品質要求愈來愈高的時代中，如何開創一個讓民眾更為便利的服務模式，也正是現今公務部門所應戮力去研發改革的地方與加強的地方。本研究提出了便民創新服務的作法，並且透過問卷調查的方式蒐集民眾對於該項政策施行之後的滿意程度與認同程度，並且將研究分析所得到的結果，概述如下：
    一、創新服務改變民眾對公務部門的觀感；
    二、創新服務作為可以達到便民服務的實質目標；
    三、便民創新服務提高公務部門的價值；
    Reference: 一、 中文文獻
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    二、 英文文獻
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    Description: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    104932109
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0104932109
    Data Type: thesis
    Appears in Collections:[Executive Master of Business Administration] Theses

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