The Empirical Study of Service Quality of Administrative Organizations - Using Household Registration Offices at New Taipei City A and Matsu B as Examples

• Main Authors: Hui-Chun Ma, 馬慧君
• Other Authors: Liang-Ho Chen
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/wf76kv

碩士 === 東南科技大學 === 工業管理研究所 === 102 === This research is for the purpose of discussing New Taipei City A and Matsu B household registration offices service quality present situation and the regarding the administrative organ service quality degree of populace satisfaction. Based on the research motive and the research goal, we use Parasuraman, Zeithaml & Berry (i.e., PZB) proposed service quality generalization pattern and refer to some of literature about the service quality to our study, then apply five construction surfaces for this research and take target of the weight. We use the questionnaire survey procedure, and carry on the quantification analysis by coverall software SPSS. The Reliability Analysis, Descriptive Statistics Analysis, Independent Sample T-Test, Paired Sample T-Test, One-Way ANOVA Analysis, Regression Analysis and so on the statistical analysis methods are used in our research. From our analysis, we can find the following results：1）Between the household registration offices service quality expectation degree and the degree of satisfaction has the remarkable difference. 2）Matsu each degree of satisfaction are lower than the New Taipei City obviously. Therefore according to the findings proposed the service quality improvement, in order to help the household registration offices institution the enhancement will future promote of reference the service quality.