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Title: | 政府輔導青年創業之政策評估-以桃園市青年創業基地為例 An Evaluation of Youth Start-up Incubation Policy in Taoyuan |
Authors: | 陳郁欣 Chen, Yu-Hsin |
Contributors: | 朱斌妤 Chu, Pin-Yu 陳郁欣 Chen, Yu-Hsin |
Keywords: | 青年創業基地 創新育成中心 服務品質缺口模型 服務品質量表 政策評估 Youth start-up hub Innovative incubators Service Quality Gap Model SERVQUAL Policy evaluation |
Date: | 2021 |
Issue Date: | 2021-10-01 10:11:09 (UTC+8) |
Abstract: | 近年來,國際間興起創新創業風潮,世界各地針對青年族群採取相對應的政策方案,我國各級政府亦推動青年創業輔導政策,提供創業青年空間場域及輔導服務措施,以回應青年創業不易的困境。桃園於2014年升格為直轄市,率先全國設立地方青年事務專責機關,開辦三個青年創業基地,以緩解青年創業常面臨的限制。為了解青年創業基地政策推動情形,本研究從服務使用者觀點出發,調查政策服務使用者滿意程度,分析服務使用者與提供者之間的落差原因,以期為創業政策領域提出實務建議。
本研究採取混和設計研究方法,以服務品質缺口模型及SERVQUAL量表為基礎,設計網路問卷及訪談大綱,共回收30份有效樣本,經資料處理後為20組有效樣本,並訪談13位政策利害關係人,包括服務提供端的政策制定者與執行者、服務傳遞段的專案辦公室人員以及服務使用端的青創會員。
本研究發現,在政策服務滿意程度部分,進駐團隊個別成員肯定青創基地服務人員的態度、熱忱及反應速度,但在資訊軟體資源管理、協助資訊蒐集及財務輔導服務方面有進步空間;整體來看,政策服務滿意度偏高。在政策服務落差情形部分,服務傳遞過程的五大階段皆出現差距,原因包括政府體制限制、政策利害關係人立場不同、機關內外部溝通落差、績效評估困境等。在政策服務改善情形部分,青創基地既有環境難改善,僅能透過管理措施進行調適;資訊網路設備之提供,端賴政府預算及整體使用需求;商業媒合成效有限,政策利害關係人觀點殊異;實習人力有助於青創團隊茁壯,惟計畫仍仰賴政府預算持續挹注;使用者滿意度相對主觀,難據以滿足青創團隊多元需求。
本研究建議未來政府推動青年創業基地政策,可從能力建立、資金促成及網絡拓展面向著力,包括持續辦理共通性課程、設定創業藍圖時程、依創業階段提供相對應協助、主動提供並過濾資訊、善用青年創業基地作為媒合平台及共同交流的聯繫機制。 In recent years, a wave of innovation and entrepreneurship has emerged internationally, and corresponding policies and programs have been adopted for young people around the world. Governments at all levels in our country have also promoted youth entrepreneurship incubation policies, providing youth with space and counseling services to help them overcome the difficulties to start a business. Taoyuan was upgraded to a special municipality directly under the Central Government in 2014, taking the lead in setting up local youth affairs specialists across the country. The responsible agency established three youth start-up hub to alleviate the restrictions that youth entrepreneurship often faces. This study starting from the service user’s point of view, investigates the policy service user’s satisfaction, and analyzes the reason for the gap between service users and providers.
This study adopts a mixed design research method. Online questionnaires were conducted to survey policy service user’s satisfactions based on the SERVQUAL scale. A total of 30 valid samples were collected. 13 policy stakeholders were interviewed on the basis of Service Quality Gap Model including policy makers and executors on the service provider side, PMO staffs in the service delivery process, and youth entrepreneurs who use the service.
This study indicated that policy service user are satisfied with the youth start-up hub service actual deliverers’ attitude, enthusiasm and responsiveness, but there is room for improvement in terms of information software resource management, information collection and financial counselling services; overall, policy service satisfaction is relatively high. Second, gaps exist in youth start-up hub policy service. The reasons include government system restrictions, different positions of policy stakeholders, and internal/external communication gap, and performance evaluation dilemma, etc. Third, the environment of youth start-up hub is difficult to improve. Adjustments can only be made through management measures; the provision of information network equipment depends on the government budget and overall users’ needs; the effectiveness of industrial matching mechanism is limited due to policy stakeholders’ multiple perspective; internship program helps youth start-up teams grow up but relying on government budget; user satisfaction is relatively subjective, and it is difficult to meet the diverse needs of youth entrepreneurs.
This study suggests that the government shall focus on capacity, finance and network aspect to promote youth start-up hub policies in the future, including providing common entrepreneurial courses, setting the schedule of entrepreneurial blueprints, providing corresponding assistance according to the entrepreneurial stage, providing filtered information initiatively, and making good use of the youth start-up hub as a matching platform and a contact mechanism for joint communication. |
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Description: | 碩士 國立政治大學 公共行政學系 107256007 |
Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0107256007 |
Data Type: | thesis |
DOI: | 10.6814/NCCU202101572 |
Appears in Collections: | [公共行政學系] 學位論文
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