The Study on Government Service Quality - Case on Industrial Development Bureau

• Main Authors: Chih-ching Yang, 楊志清
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/08270808568989915060

碩士 === 國立臺灣科技大學 === 管理研究所 === 97 === The purpose of this study is to explore the service quality of government by using the customers satisfaction factors as a measuring standard. So far customer satisfaction has mostly been seen as a one-dimensional construction - the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual service requirements to a great extent does not necessarily imply a higher level of custome satisfaction. In this paper we applies Kano′s model to classify the quality attributes as must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality. Then we uses Matzler and Hinterhuber′s quality improvement index to calculate the extent of satisfaction and dissatisfaction. The conclusions of this research can be abbreviated as follows:(1) 4 items are classified as attractive quality, 21 items are classified as one-dimensional quality , 8 items are indifferent quality , 2 items are classified as must-be quality and there are not any reverse quality. (2)In different trade classification, scope of the enterprise, with or without government’s subsidy, the view on the key element of quality has shown some difference in 1-2 items.