Constructing Service Quality Evaluation Model for Government Agencies from the Innovative Perspective

• Main Authors: LIU, CHIA-CHIA, 劉嘉佳
• Other Authors: CHANG, CHUN-YANG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/5c57gw

碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 104 === Governments have to carry out the administrative reform and enhance the quality of services and innovation since the 1980s. They aggressively encourage all departments to improve the government service quality. When surveying the past researches on government service quality, we find the innovative research and indicators that evaluate the government’s performance are less. Due to the lack of innovative dimensions, the government service quality can not be assessed completely. As result we propose service quality evaluation model from the innovative perspective to cover the deficiency of researches on government service quality to assist government agencies to assess their service quality effectively. Our research adopts Modified Delphi Method. We summarize and analyze the related work in different fields and organizations. In the first stage, we explore the PZB theory of service quality, the innovative service concept and the innovative service type of different countries. In addition, we combine the must-have service quality indexes of the modern government, like citizens’ satisfaction, Holistic government and e-Government. We also refer the practice of innovative service of many countries and Gartner Technology Trends. All these efforts are to establish the prototype indicators of our evaluation model. In the second and the third stage, we combine with seven experts to revise and refine the prototype indicators to form our Innovative Government Service Quality Evaluation Model that has six dimensions and thirty-eight indicators. We also apply our model to establish the evaluation items for 1999 of Kaohsiung city as an example to verify the feasibility. This analysis reveals our model can be referred by government agencies for further improvement and the academic reference in the future.