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

• Main Authors: Chin-Fang Tseng, 曾錦芳
• Other Authors: Nien-Tsu Chiang
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/6m86dr

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.