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    题名: 地方民意代表服務品質與服務滿意度之研究　以台北縣民意代表為例
    A Study on the Councilor Service Quality and Satisfaction in Taipei County
    作者: 林秀惠
    贡献者: 翁興利
    陳義彥
    林秀惠
    关键词: 服務品質
    服務滿意度
    日期: 2007
    上传时间: 2016-05-06 17:03:14 (UTC+8)
    摘要: 在全球化高度競爭的今天，一個國家的國力，具體展現在該國政府的競爭力上。為提高國家競爭力，民意代表必須深切瞭解民眾的需求，並透過高滿意度的選民服務，將民眾的政策需求與政府回應，作一有效的功能連結。基於此一體認，本研究針對中和市民進行實證問卷調查，探討民眾重視的服務品質為何? 而民意代表是否能適切的滿足民眾的服務品質需求? 民眾服務品質需求的滿足是否會影響投票行為的意向?本研究主要的研究發現如下：
    一、 民眾預期服務品質重要程度與實際滿意程度呈現顯著落差現象，表示民意代表的服務品質仍有加強之處，其中落差最大的是回應性(responsiveness)及可靠性(reliability)，表示在民意代表的服務當中，似應加速對民眾各種問題的回應，並給予民眾可靠的信賴感。
    二、 在服務品質中有形性(tangibles)、回應性、可靠性、保證性(assurance)與關懷性(empathy)均會正向影響民眾整體服務的滿意程度; 其中關懷性的滿意度對於民眾的整體服務滿意度影響最大，表示民意代表服務要讓民眾滿意，最重要的還是要經常給與民眾關懷。此外，關懷性的滿意度對於選民忠誠度的影響也甚大。
    三、 民眾整體滿意度，確實能提高選民的忠誠度。對民意代表而言，致力提昇各項服務品質，提高民眾整體滿意程度，就能轉換成實際的選票，此點頗值民意代表注意。
    關鍵詞: 選民服務，民眾的服務品質，民眾整體滿意度，選民的忠誠度，投票行為。
    In today’s highly competitive globalization world, a country’s National Power is concretely demonstrated on the competitiveness of its government. In order to enhance the national competitiveness, the elected representative should then thoroughly understand the demands for the public, through the constituency service with high satisfaction to initiate an effective functional link between the populace’s policy demand and the governmental response. Based on this realization, this study carries out the empirical questionnaire survey on Jhonghe City citizens to discuss what service qualities they will pay much attention to? And whether the elected representatives could properly satisfy the populace’s service quality demand? Whether the satisfaction of the populace’s demand on service quality will affect their intention of the voting behavior? The major findings of this research are as follows:

    1) There are differences between the populace’s anticipation of the importance of the service quality and their actual satisfaction, which indicated the service quality of the elected representatives still has room to be improved; among which, the biggest differences are “responsiveness” and “reliability”, which indicated in the elected representatives” services, there should be accelerate responses to the questions proposed by the populace, and provide a sense of reliability to the populace.

    2) Within the service quality, there are “tangibles”, “response”, “reliability”, “assurance” and “empathy”, and these will all positively affect the satisfaction of the populace integral service; and the satisfaction toward “empathy” has the strongest effect on the satisfaction of the populace integral service, indicating that if the elected representatives want to satisfy the populace, it is very important for them to give empathy to the populace. In addition, the satisfaction toward “empathy” level also affects the populace’s degree of loyalty.

    3) The populace’s overall satisfaction can actually increase the populace’s loyalty. As for the elected representatives, devotedly enhance their services quality and increase populace’s overall satisfaction, that could be then transformed into the actual ballot, and this is worth for the elected representatives paying attention to.

    Keywords: constituency service, populace’s service quality, populace’s overall satisfaction, populace’s degree of loyalty, voting behavior.
    參考文獻: 一、中文部份
    丘宏昌及林能白，(2001)，「以需求理論為基礎所建立之服務品質分類」，管理學報，第十八卷第二期，頁231-253。
    方信翔，(2006)，「公部門服務品質之研究-以桃園縣戶政事務所為例」，國立政治大學公共行政學系碩士論文。
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    余泰魁、丁秋瑤及蘇純繒，(2006)，「醫療服務品質評量模式：以雲林縣衛生所為例」，公共行政學報，第十九期，頁55-89。
    金玉珍，(2000)，「洽公民眾對台北市區公所服務品質看法之研究」，國立政治大學公共行政學系碩士論文。
    洪東興，(2000)，「民眾對地政業務服務品質認知差異之探討-以高雄縣為例」，中山大學公共事務管理學系碩士論文。
    范惟翔、侯鳳雄及陳滄江，「(2005)，「政府服務品質、民眾滿意度與民眾後續行為意意圖之相關研究」，中國行政評論，第十五卷，第一期，頁79-97。
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    二、英文部份
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    描述: 碩士
    國立政治大學
    行政管理碩士學程
    94921021
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0094921021
    数据类型: thesis
    显示于类别:[行政管理碩士學程(MEPA)] 學位論文

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