A study of Taiwan Customer Satisfaction Index Model-Take Shalu Office , National Tax Administration of Central Taiwan Province, Ministry of Finance for Example

• Main Authors: Shu-Hui Huang, 黃淑惠
• Other Authors: Tong-Yuan Koo
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/45091164925767653735

碩士 === 國立雲林科技大學 === 全球運籌管理研究所碩士班 === 100 === Changes to the social environment result in an increasing demand for the quality of the government administration and service quality and satisfaction are gradually stressed by the authorities. The purpose of this research is to verify people’s satisfaction with the Shalu Office of National Tax Administration of Central Taiwan Province, Ministry of Finance via the Taiwan Customer Satisfaction Index (TCSI). The satisfaction index and contributions of correlated factors were estimated by the Partial Least Square (PLS). The object of study was aimed at people who went to the Shalu Office of National Tax Administration of Central Taiwan Province for business. 120 copies of the questionnaire were distributed by random sampling and 106 valid copies were retrieved. Cronbach’s α and composite reliability (CR) were over 0.8 and the average variance extracted (AVE) of each dimension was between 0.63 and 0.88 showing its reliability and validity. The empirical results indicate the image of the authorities, people’s expectations and perceived quality and values can explain people’s satisfaction and trust about 74.9% and 70.3% respectively. For testing of path coefficients, the results were consistent with the TCSI except for no significantly positive correlations between the image of the authorities and people’s satisfaction and between people’s expectations and people’s satisfaction. According to the Importance-Performance Analysis (IPA), simplification of application forms at the all-round counter, accuracy of staff’s response to inquiries, nonstop service of the all-round counter during lunchtime and online payment service are the service items that the authorities need to keep since their satisfaction level is higher.