The Study on the Service Quality in the Government Agencies：The Case of Caotun Township Household Registration Office, Nantou County

• Main Authors: Chuang,Yenju, 莊雁茹
• Other Authors: Lin,Jilang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/70359369825499465347

碩士 === 國立暨南國際大學 === 公共行政與政策學系 === 100 === The Household agencies were most frequency contacted with people. In Recent years, Executive Yuan introduced into service quality theories and learned foreign successful experience to improve service quality, then the targets provided innovative services, integration services and digital services, and continued progressing. Caotun township household registration office of Nantou County as case study, through theoretical analysis and depth interview investigated the process of household agencies won the enhance service quality award, and observed concrete beneficial results, then explored each existing practices of the central and local governments, whether there needed to be improved. The results of this study are shown as followings: 1.Benchmarking units. Overall, Feel for the overall service quality for the Caotun township household registration office, the appraisal of staff, Department held a positive evaluation. After winning, become colleagues a great burden. Due to the higher authorities will view the organs to a high standard. That everything should be done, well done, so virtually caused by the pressure of colleagues. 2.The introduction of service quality theory, help the government agencies to improve service quality. Total Quality Management and other management science and administration, the introduction of the theory, in practice, is indeed effective to improve the service quality of the government agencies. The Executive Yuan Research, Development and the Nantou County government to promote the service quality of the awards will also be a comprehensive quality management theory into the evaluation project, so that by the assessment authority more emphasis on the theory of practice. 3.Leadership of the leader is key. Leader successfully led to the centripetal force of Caotun household registration office staff to play team combat power to stand out in the assessment, then winning service quality award. 4.Assessment of existing public service projects, mostly to cover the connotation of the household registration business service quality, Household administration services with other public agencies, with the special nature of the business. Therefore, for household registry business characteristics, design an appropriate assessment of projects and the evaluation standard,and incorporated into the existing assessment methods, will be the assessment of awards can truly reflect the organs of the people, the quality of service, and the incentive effect of the organ.