The Research on the Relation Between the Service Quality and the Customer’s Satisfaction of Tainan City Government---A Case Study of Labors Bureau

• Main Authors: Pei-Feng Wu, 吳沛峰
• Other Authors: Chien-Wen Peng
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/56524947884769153413

碩士 === 國立成功大學 === 政治經濟學研究所 === 93 === 　With the change of this era, the expansion of government functions, and the growing frequency of public affair participation, hence, the public expects highly of the quality of government services. In the 21th century, the government realizes that if we aim to strengthen the national competition ability, the government must maintain both the administration efficiency and high-quality services. Because the government was supposed to serve the public, its administration operation has close relation with public’s right and obligation. Therefore, to satisfy the public, the government must try his best to meet the people’s needs and fulfils the customer-oriented services 　The objective of the research is to find out the relation between the quality of government administration and the customer’s satisfaction about labors bureau of Tainan city government. I adopted case study method, composed the questionnaire and applied random sampling. 600 copies of questionnaire were issued, while 389 copies were returned and 328 copies were effective. 　The result demonstrates that the gap between the public’s expectation and the government’s recognition of the administration quality is significantly sharp. The service quality of labors bureau consists of three dimensions: “rapid guarantee”, “empathetic concerns”, and “dependable responses”. In addition, it proves that the quality of conception service is the determinant, and it has significant positive correlation with the customer’s satisfaction. There are still other variables related with the public’s satisfaction, such as age, monthly income, and monthly arrangement frequency.