The Research of Veterans Cognitive perceptions toward Taitung Employment Service of Veterans Office Service Qualities

• Main Authors: Liu Wei-Liang, 劉韋良
• Other Authors: Ben Chu Sun
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/uv787w

碩士 === 國立臺東大學 === 公共與文化事務學系區域政策與發展研究碩士班 === 101 === This research mainly analyze the service quality of Taitung department of Veterans Affairs Commission of Executive Yuan. Firstly, discussing to different studies the reason of the difference between practical sensation to service quality and the expectation to service quality. Second, discussing the connection between both. Last, discussing the prediction of both. This research has totally 522 questionnaires and 275 of them (52.6%) are effective. Researching, testing by descriptive statistics, T-test, One-way ANOVA, Pearson Product Moment Correlation and Multi Regression Analysis, we found: I. Veterans and their family in Taitung have 75.93% expectation to Taitung department, it’s middle high end level. And the practical satisfaction has reached to 84.19%. II.Individually, different gender will have different and significant expectation of the service quality in care level. People with different age, education level and the frequency of being-service has different expectation of service quality in response level. III.Individually, different identity has different expectation to the practical professional sensation level and response level. people with different education level has different expectation of the practical effective sensation level. people live in different area has different expectation of the practical professional sensation level and response level. people with different being-service frequency has different expectation of practical professional, reflective and effective sensation level. people with different job-changing frequency has different expectation of practical tangible sensation level. IV.It show positive correlation between the general expectation of service quality and the practical service quality. The parameter r=0.662, which is middle end level and which gain a significant result. V.The research of prediction of multiple regression analysis indicated that the reliability is the highest prediction to the practical sensation of service quality.