A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County
碩士 === 南華大學 === 企業管理學系非營利事業管理碩士班 === 104 === The purpose of this study is to understand the current situation, differences and correlation between service quality and customer satisfaction of household registration office in Kohu Township, Yunlin County. Questionnaire survey method was conducted...
Main Authors: | , |
---|---|
Other Authors: | |
Format: | Others |
Language: | zh-TW |
Published: |
2016
|
Online Access: | http://ndltd.ncl.edu.tw/handle/6m86dr |
id |
ndltd-TW-104NHU00698010 |
---|---|
record_format |
oai_dc |
spelling |
ndltd-TW-104NHU006980102019-05-15T22:42:54Z http://ndltd.ncl.edu.tw/handle/6m86dr A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County 公部門服務品質與民眾滿意度之研究-以雲林縣口湖鄉戶政事務所為例 Chin-Fang Tseng 曾錦芳 碩士 南華大學 企業管理學系非營利事業管理碩士班 104 The purpose of this study is to understand the current situation, differences and correlation between service quality and customer satisfaction of household registration office in Kohu Township, Yunlin County. Questionnaire survey method was conducted. 300 questionnaires were distributed, and 279 of them were valid in the statistical analysis. The effective response rate is 93%. Data were analyzed by the methods of descriptive statistics, independent t-test, one-way ANOVA, and Pearson correlation. The conclusions are as follows: 1.There are significant differences in constructs of guarantee, response, tangibles, reliability and warmth between the expected and actual service quality. 2.The demographic variables didn’t influence the perceived service quality of household registration office. 3.The demographic variables didn’t influence the satisfaction of servicequality ofhousehold registration office﹐exceptmaritalstatus. 4.The perceived service quality significantly influenced the customers satisfaction. This study also made some suggestions to the household registration offices: 5.To simplify the procedures and to review inappropriate laws. 6.Toimplement the auditing systems to make sure the household registrations are made correctly. 7.To promote thelifelong learning in order to strengthen staff’sprofessional abilities. 8.To create a high-quality environment and to enhance the service quality, such as to bring in the walk-around service. 9.To listen to public opinions and to set up an access for complaints. Nien-Tsu Chiang 蔣念祖 2016 學位論文 ; thesis 118 zh-TW |
collection |
NDLTD |
language |
zh-TW |
format |
Others
|
sources |
NDLTD |
description |
碩士 === 南華大學 === 企業管理學系非營利事業管理碩士班 === 104 === The purpose of this study is to understand the current situation, differences and correlation between service quality and customer satisfaction of household registration office in Kohu Township, Yunlin County.
Questionnaire survey method was conducted. 300 questionnaires were distributed, and 279 of them were valid in the statistical analysis. The effective response rate is 93%. Data were analyzed by the methods of descriptive statistics, independent t-test, one-way ANOVA, and Pearson correlation. The conclusions are as follows:
1.There are significant differences in constructs of guarantee, response, tangibles, reliability and warmth between the expected and actual service quality.
2.The demographic variables didn’t influence the perceived service quality of household registration office.
3.The demographic variables didn’t influence the satisfaction of servicequality ofhousehold registration office﹐exceptmaritalstatus.
4.The perceived service quality significantly influenced the customers satisfaction. This study also made some suggestions to the household registration offices:
5.To simplify the procedures and to review inappropriate laws.
6.Toimplement the auditing systems to make sure the household registrations are made correctly.
7.To promote thelifelong learning in order to strengthen staff’sprofessional abilities.
8.To create a high-quality environment and to enhance the service quality, such as to bring in the walk-around service.
9.To listen to public opinions and to set up an access for complaints.
|
author2 |
Nien-Tsu Chiang |
author_facet |
Nien-Tsu Chiang Chin-Fang Tseng 曾錦芳 |
author |
Chin-Fang Tseng 曾錦芳 |
spellingShingle |
Chin-Fang Tseng 曾錦芳 A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
author_sort |
Chin-Fang Tseng |
title |
A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
title_short |
A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
title_full |
A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
title_fullStr |
A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
title_full_unstemmed |
A Study on the Relationship between Service Quality of Public Sectors and Customers' Satisfaction--A Case of the Household Registration Office of Kohu, Yunlin County |
title_sort |
study on the relationship between service quality of public sectors and customers' satisfaction--a case of the household registration office of kohu, yunlin county |
publishDate |
2016 |
url |
http://ndltd.ncl.edu.tw/handle/6m86dr |
work_keys_str_mv |
AT chinfangtseng astudyontherelationshipbetweenservicequalityofpublicsectorsandcustomerssatisfactionacaseofthehouseholdregistrationofficeofkohuyunlincounty AT céngjǐnfāng astudyontherelationshipbetweenservicequalityofpublicsectorsandcustomerssatisfactionacaseofthehouseholdregistrationofficeofkohuyunlincounty AT chinfangtseng gōngbùménfúwùpǐnzhìyǔmínzhòngmǎnyìdùzhīyánjiūyǐyúnlínxiànkǒuhúxiānghùzhèngshìwùsuǒwèilì AT céngjǐnfāng gōngbùménfúwùpǐnzhìyǔmínzhòngmǎnyìdùzhīyánjiūyǐyúnlínxiànkǒuhúxiānghùzhèngshìwùsuǒwèilì AT chinfangtseng studyontherelationshipbetweenservicequalityofpublicsectorsandcustomerssatisfactionacaseofthehouseholdregistrationofficeofkohuyunlincounty AT céngjǐnfāng studyontherelationshipbetweenservicequalityofpublicsectorsandcustomerssatisfactionacaseofthehouseholdregistrationofficeofkohuyunlincounty |
_version_ |
1719134047893979136 |