Measuring the Service Quality and Public Satisfactions of Household Registration Offices

• Main Authors: Luo- Jung Yi, 羅忠義
• Other Authors: Jin-Ru Yen
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/80317376585986223313

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 93 === Abstract The services provided by the public sectors have been criticized as less efficiency and low levels of customer satisfaction. While the idea of increasing service quality has been recognized in the area of business management for decades, it has only been applied to the public sectors recently. The present research employs the concepts of service quality management and customer satisfaction to investigate the services delivered by the household registration offices of Keelung city. The public who visited any of the seven household registration offices in Keelung were sampled and asked to answer a questionnaire that was designed to measure the respondent’s satisfaction levels toward the services they were provided. The results indicated that there exist significant differences among some regional household registration offices. For the same office, differences also exist among different factor structures of the service measures and services provided in peak periods and off-peak periods. Keywords: Service quality, satisfaction, household registration office