戶政事務所服務品質與民眾滿意度關係之研究

• Main Author: 李素眞
• Other Authors: 李昭蓉
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/3zyt4k

碩士 === 國立高雄師範大學 === 成人教育研究所 === 97 === A Study of the Correlation between Household Registration Office’s Service Quality and Civilians’ Satisfaction Level Abstract This study is aimed at investigating present service quality of 1st Household Registration Office of Fengshan City and civilian satisfaction level and the correlation between the two. It’s expected that the conclusions and suggestions brought forth herein based on study results can serve as the reference for household office to facilitate its administration policies drafting and future studies. For this purpose, data were collected through literature review and questionnaire survey. Literature reviews include domestic and foreign studies pertaining to service quality and satisfaction level. The self-edited “Household Registration Office’s Service Quality Satisfaction Level Survey Questionnaire” served as the tool, distributing to research target, namely, civilians residing in the area that under the jurisdiction of the 1st Household Registration Office of Fengshan City. And the data obtained were processed in the method of Descriptive Statistic Analysis, Independent Sample T-Test, One-way Analysis of Variance (ANOVA) and Multiple Stepwise Regression Analysis employing software of SPSS Windows 12.0 Chinese Edition. On the basis of analysis outcomes, the conclusions of this study are as follows: 1. Significant discrepancy exists between civilians’ “expected service quality” and “perceived service quality” of household registration office. 2. No manifest discrepancy shown in the cognition of household registration office’s service quality dimensions among civilians of different sexes and ages. 3. Among civilians with different occupations, obvious discrepancy only exists in the cognition of household registration office’s service quality dimensions of those who engaged in “service industry.” 4. No significant discrepancy noted in the cognition of household registration office’s service quality dimensions of major civilians with different education backgrounds. Only civilians who attended “graduate school” have higher cognitive level. 5. Married ones’ cognitive level of household registration office’s service quality dimensions exceeds that of those unmarried. No noticeable discrepancy demonstrated in civilians’ satisfaction level of household registration office’s service quality of both sexes. 6. Civilians aged 50-59 and above 60 have higher satisfaction level of household registration office’s service quality among civilians with different ages. 7. No great discrepancy shown in satisfaction level of household registration office’s service quality among civilians with different occupations. 8. No manifest discrepancy demonstrated in the satisfaction level of household registration office’s service quality among civilians with different education backgrounds. 9. Perceived service quality has positive impact on civilians’ satisfaction level. Keywords: Perceived Service Quality, Civilian Satisfaction Level, Gaps Model of Service Quality (PZB Model)