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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/71707


    Title: 臺灣公共服務滿意度指標建立之研究與反思
    Authors: 江明修;陳定銘;陳秋政
    Contributors: 公行系
    Keywords: 公共服務;滿意度指標;績效管理與衡量
    Date: 2013-01
    Issue Date: 2014-11-28 11:02:21 (UTC+8)
    Abstract: 在台湾,伴随着公民社会的发展,民众日益重视公共服务满意度。如何推动公共服务变革早已成为一项重要议题。探索更好的问责方式,已成为公共部门绩效管理所不容忽视的实务。本文的主要目的就是厘清在台湾有哪些因素对公共服务满意度的高低产生关键影响。研究运用次级资料分析法、深度访谈法、电话调查法,归纳后以"整体感受及满意度"和"亲身感受及满意度"两类构面,建立公共服务满意度指标。研究指出"整体感受及满意度"宜区分为"服务表现"及"服务形象"两个次构面;"亲身感受及满意度"则包括"优质便民服务"、"信息服务"、"创新便民"三个次构面。受访专家多数强调前述构面就是影响公共服务满意度高低的因素。以"优质便民服务"为例,其评估项目尚可细分为服务态度、服务场所、服务流程、服务专业、响应速度、抱怨管道、弱势协助等。本文所提出的公共服务满意度指针系统总计由16道问项所组成,用以评量民众与政府机关(构)互动的亲身经验,或对口语传播经验的反应。
    Relation: 公共管理與政策評論, 2013, 2(1), 52-67.
    Data Type: article
    Appears in Collections:[Department of Public Administration] Periodical Articles

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