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    题名: 我國網路公民對電子化政府信任之研究：新公共管理績效理論的驗證
    作者: 蔡志恆
    Tsai, Chih-heng
    贡献者: 孫本初
    Sun, Ben-Chu
    蔡志恆
    Tsai, Chih-heng
    关键词: 公民信任
    電子化政府
    新公共管理
    善治
    微觀績效
    社會資本
    citizen trust
    electronic government
    New Public Management
    good governance
    micro-performance
    social capital
    日期: 2004
    上传时间: 2009-09-14 13:00:46 (UTC+8)
    摘要: 公共行政近年在外在資訊社會形成，和治理需求發展下面臨巨大的衝擊，民調顯示公民信任政府的程度每況愈下，許多學者主張正視制度效率與效能、更新政府流程、組織與程序再造的呼籲，各國政府也在新一波政府再造運動的推波助瀾下，不斷提出新公共管理的計畫，欲圖藉由政策的落實，提供人民新的治理形象，並達成最終信任政府，發展公民－政府間未來互信、合作的善治願景。
    　　然而，新公共管理的理論，是否受制於私部門管理主義的利潤及購買行為之考量而有所侷限？公民信任復是否可與顧客忠誠度等量齊觀？無疑是新公共管理實踐的最大障礙，也有待以實證的角度發展相關研究，選取最適的計畫，驗證公民基礎績效、微觀績效等績效理論假設。
    　　就此而言，電子化政府實為一理想的驗證個案，首先，其具有打破微觀以迄鉅視界線的體制，因其可超越平行與垂直單位劃分特質，避免微觀績效受限於以往政府信任是否「鉅視概念」之爭辯；其次，電子化政府的發展，在達成善治的階段性導引下，具有完備轉換行政模式的潛力，甚至形成制度性的替代；再者，電子化政府的服務考量向來是以公民中心為主體設計，其不僅可能從顧客滿意度角度監控其服務達成公民期望，也可以從人民對其回應性的認知了解其問責的能力，並從此二變項與公民信任相連結，建立信任的路徑。
    　　是以，研究者針對較常使用我國電子化政府的網路公民，進行「服務品質」、「滿意度」、「回應性」、「公民信任」等認知的調查研究，發現服務品質、滿意度均係影響公民對電子化政府信任的正向要因，說明微觀績效的連結確實存在。而回應性雖亦確受到服務品質的影響，但其與公民信任之間的關係則甚為微弱，在概念上宜再深入討論。
    　　基此，研究者認為，現階段電子化政府應重視前開以公民為中心，及契合階段性發展的設計，儲存公民信任，以電子化政府制度化的達成，促成未來真正打破官僚舊作的行政再生。
    In recent years, the high-speed shaping of information society and citizen’s wishing of good governance have made great impact on the governors and researchers of public administration. Public-opinion data showed that citizen’s trust in government dropped dramatically under enormous changes of external environment. For recovering citizen trust, many scholars claimed that the public authorities should pay much attention to make sure the whole system accountable, west governments also created New Public Management (NPM) programs to mold the trustworthy image of country’s administration.
    The NPM theory, backing up the movement of “Reinventing Government”, borrows a few conceptions from the field of business management. But the research workers still concern whether there existed conflicts of conception between the public and private value. To resolving this question, we have to examine the causality of NPM theory which links government performance and public trust to prove the validity of performance theories in the process of theory application. That is to say, we must know if citizen trust could result from “performance-satisfaction-loyalty” sequence just like the description of business marketing textbook.
    For the objective of affirming the connection of performance and citizen trust, I chose E-Government policy to be the study target and designed an inter-net investigation to analysis the public’s cognition. By path analysis, a quality research method, I found that the performance factors, including service quality and client satisfaction, indeed influenced citizen trust. Especially, service quality could produce direct and indirect effects on trust in the meantime. But the other independent factor, responsiveness, usually discussed in the political field, could not affect citizen trust.
    Importantly, this result supported the validity of NPM theory to construct the path of restoring citizen trust by reforming way of electronic governing institution.
    "第一章　緒論
    　第一節 研究動機與目的
    　第二節 研究方法、範圍與限制
    　第三節 章節安排與研究流程
    第二章　文獻探討(一)－信任與公民信任
    　第一節 信任的概念與研究途徑
    　第二節 公民信任的來源與成因
    　第三節 新公共管理與公民中心的績效理論
    第三章　文獻探討(二)－電子化政府與理論架構
    　第一節 電子化政府的典範與階段論
    　第二節 電子化政府與「績效－信任」研究
    　第三節 本研究之理論架構
    第四章　研究設計
    　第一節 研究變項之衡量與調整
    　第二節 研究問題與假設
    　第三節 研究調查過程
    第五章　資料分析
    　第一節 樣本代表性、結構、信度、效度與描述性統計分析
    　第二節 相關性分析
    　第三節 影響性分析與因果模型檢證
    　第四節 差異性分析
    第六章　結論
    　第一節 研究發現
    　第二節 研究貢獻與對實務之建議
    參考文獻
    附錄　本研究設計之問卷
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