政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/53312

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Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/53312

Title:	國立政治大學服務品質提升之滿意度調查研究
Authors:	陳敦源湯琳翔王千文
Contributors:	政大公共行政系
Keywords:	行政服務品質;服務品質調查;網路問卷;顧客滿意度 Service Quality;Service Quality Survey;Internet Survey
Date:	2012-02
Issue Date:	2012-07-03 13:58:54 (UTC+8)
Abstract:	國立大專院校的行政服務，由於來自人民納稅的資金，近年來也受到政府推動新公共管理風潮的影響，必須針對行政部門的服務對象，進行服務品質的持續提升，2009年行政院服務品質獎的推動，也給各國立大學行政服務品質提升一個新的目標，本研究針對國立政治大學行政服務品質提升機制中的服務滿意度調查機制的建構，進行方向性以及實驗性的先導研究，應用文獻回顧、訪談、焦點座談、以及實驗性的調查操作，得出相關的經驗研究結果，本研究據此研究結果提出下列三項政策建議：第一、關於調查機制方面，本研究建議本調查每兩年作一次，以網路普查學生、教師、與行政人員為主，結果提供評鑑委員參考；第二、服務品質調查約需兩個半月完成，建議在評鑑年的暑假開始之前完成；第三、本校的評鑑機制，可以在評鑑目標、策略、參與、以及改善計畫等方面，持續強化。 From the trend of new public management since 1980s’, government agencies as well as public universities are under the pressure of imporving their quality to serve their “customers.” In this research, problems are answered concerning designing a feasibile service quality service to assist evaluators to rank various agencies in the National Cheng-chi University. Various methods, including interview, focus group and experimental survey were utilized to answer the research questions. Serveral suggestions are as follows. We propose a two-year cycle, internet-, population- (rather than sampling) based, suvery designed to reach that goal. Also, several suggestions about the evaluation system concerning its goal, strategies, participation, and reform plan are also proposed at the end.
Relation:	國立政治大學校務發展硏究計畫. 九十九學年度第二學期成果報執行期間: 100年4月1日至101年2月29日
Data Type:	report
Appears in Collections:	[Department of Public Administration] Academic Affairs Research Project [Personal Office]

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政大服務品質滿意度調查研究成果報告0625--最終版.pdf		1334Kb	Adobe PDF2	8224	View/Open

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