A Study of the Relationship Between Government Pullic Services and Customer Satisfaction--A Case of the Services of the Bureau of Immigration

• Main Authors: Lu-Shui Chin, 呂水欽
• Other Authors: Kuo- Chang Ming
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/10345594944041980807

碩士 === 樹德科技大學 === 經營管理研究所 === 91 === ABSTRACT Government reinvention is a major movement for many countries that are encountering governmental structural reform and process reengineering in the 21stcentury.The same situation happened in Taiwan.The goal of government reinvention is to establish an enterprise Government reinvention by focusing on the customer satisfactions, promoting professional competencies of employees, proactively anticipating and satisfying customers, needs, and integrating resources. The government and the authorities need to enhance the effectiveness and quality services as well as to prevent the waste of the resources form aimless renovations and changes. Therefore, a study of the relationship between government public services and customer satisfactions is needed. This study focused on the services provided by immigration counters. The theoretical framework of this study is based on the concept of service quality of PZB theory published in 1985. Due to the restrain of limited timeframe, the study focused only on Gap 1 and Gap 5 of the service quality of PZB theory. The results showed, in general, there is a significant gap between customer,s perceptions and the actual practices toward immigration counter services, which indicates that the expectations of the customers are higher than the actual services they received. In addition, there is a significant difference of customer satisfactions between males and females. Moreover, different occupations had different satisfaction levels toward immigration counter services. Keywords: customers of immigration counter services, PZB theory, public service quality, perceptions and satisfactions