| Summary: | 碩士 === 開南大學 === 觀光運輸學院碩士在職專班 === 104 === In the past decade, the county and municipal governments have established service hotline 1999 in succession, seeking to improve approval ratings of the governmental agencies with integral services provided by the 1999 call centers. For the county and municipal governments, providing customer-oriented services is a whole new service type as well as a challenge, compared to the previous standardized service style of governmental agencies. In this study, the SERVQUAL scale was utilized to survey the degrees of importance and satisfaction that the public conceived with the quality of the public enquiry service hotline 1999 in T City. Importance-Performance Analysis(IPA) was applied to determine levels of importance and performance of the service quality factors. Matrix analysis was conducted to determine quality ratings by people using the various services so as to serve as a reference for the administrative agencies in T City or other county and municipal governmental agencies to devise service quality improvement plans. The result of the analysis in this study has found that, among 19 service quality factors, people considered 6 of them highly important as well as satisfactory. The T City shall maintain these satisfactory service quality factors. Nonetheless, the three statements of “The operator of 1999 Hotline showed genuine care and promised to solve your problems”, “The operator of 1999 Hotline had ample time to communicate with you”, and “The operator of 1999 Hotline was trustworthy while providing services”, were considered important but failed to obtain above average level of satisfaction. It is suggested to prioritize these aspects in the improvement plan. This study has given suggestions specifically for these three aspects in hopes of providing assistance for raising approval ratings of service quality in T City.
Keywords : Call center, 1999, IPA, A Conceptual Model of Service Quality.
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