The Study of Administrative Service Quality and Satisfaction in Taipei City Council

• Main Authors: Tien-Yung Wang, 王天勇
• Other Authors: Yu-Ying Kuo
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/01095725881936984654

碩士 === 世新大學 === 行政管理學研究所(含博、碩專班) === 93 === Under the development of democratic politics, Council administrators are the support of Council operation, but not many people look upon their existence and function. Administrative department of Council and administrative department of Government are all public officials. Council administrators act the role of “Service Worker” as well as Government administrators do. Accordingly, Whom do Council administrators sever for? Are these service different from those of Government? How is their service quality? This study would find out the answers of these questions. Questionnaire survey was used in this study. Since this study is an exploring research, it is primarily important to build up systematic measurement for service quality. First, this study tried to understand the importance degree as well as satisfaction degree of service quality among Councilors, Councilor assistants, and Council administrators, and the purpose was to compare the differences among them. Moreover, this study also found out the relationship between the important degree and satisfaction degree of service quality. Finally, this study attempted to understand overall service satisfaction, and found out the correlation among overall service satisfaction, division service satisfaction, importance degree of service quality, and satisfaction degree of service quality. Besides, understanding the opinions on service quality from different people background is another purpose of this study. Research results indicated, Council administrators, Councilors, and Councilor assistants have large differences on the importance degree of service quality. However, both Councilors and Councilor assistants are similar in the satisfaction degree of various service quality, division service, and overall satisfaction. Moreover, this study specially points six quality items that Councilors and Councilor assistants felt important but not satisfied, including Council administrators’ “responsibility,” “spontaneous service,” “patience” as well as “office facility,” “standard operation procedures (SOP),” and “advising channels.” Accordingly this study suggests that, under the trend of New Public Management, Council administrators could follow the customer-orientation and quality-first activities taken place in the Executive Yuan to improve the whole service quality in Taipei City Council.