| Summary: | 碩士 === 正修科技大學 === 經營管理研究所 === 99 === This study aims to explore how people are influenced and impressed with the service given by National Immigration Agency (NIA) when they go for business. The research objects mainly focus on the staff who works at NIA and people who go to NIA for business. With the help of questionnaire survey and statistics analysis, the characteristics of the demographic variables including service quality, relationship quality, customer satisfaction and customer loyalty can be understood. Such information can be served as guidelines for NIA’s strategy making. Meanwhile, by understanding the differences among different variables from people who go to NIA for business, service suggestions can be provided to NIA.
The questionnaires are 400 in total, 32 invalid and 368 valid. The return percentage of the valid questionnaires is 92.0%. An analysis of the demographic variables is made based on the returned 368 valid questionnaires. To respond the research objective and the research hypotheses, SPSS 12.0 statistical software is used for data analysis. The results of the quantitative questionnaires are analyzed, induced and interpreted.
The results show people tend to have positive attitudes in the overall service satisfaction. The findings from the different demographic variables are in the following. For gender, male exceeds; for age, the range is mainly from 20 to 50; for education, the degree beyond college, especially university, stands out; for occupation, soldiers, civil servants and teachers excel and for marital status, married people go beyond.
The purpose of this study is to set up basic data regarding people’s characteristics and demography through the understanding of people who go to NIA for business. Such information can be provided to NIA for better responses to people’s needs in business operations and marketing.
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