南華大學機構典藏系統:Item 987654321/24397
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    題名: 戶政機關服務品質與服務創新之研究－以雲林縣口湖鄉為例
    其他題名: The Relationshipbetween Service Qualityandservice Innovation--A Case Study of Household Registration Officein Kohu Township, Yunlin County
    作者: 陳隆德
    Chen, Long-Der
    貢獻者: 企業管理學系非營利事業管理碩士班
    涂瑞德
    Ruey-Der Twu
    關鍵詞: 服務創新;戶政事務所;服務品質
    Service Innovation;Household Registration Office;Service Quality
    日期: 2016
    上傳時間: 2016-10-25 15:16:41 (UTC+8)
    摘要: 　　本研究旨在瞭解戶政機關服務品質與服務創新之相關情形。本研究以調查研究法來進行研究，以雲林縣口湖鄉戶政事務所洽公之民眾為研究對象，發出150份問卷，回收問卷150份，其中有效問卷共113份，問卷有效率達75.33%。調查所得資料以描述性統計、t檢定、單因子變異數分析及皮爾森積差相關分析等統計方法，獲致以下研究結論：(1)不同性別及不同每月收入之民眾對服務品質可靠性構面，接近顯著差異。(2)不同每月收入之民眾與服務創新構面，在類別2與類別3有顯著差異。(3)雲林縣戶政事務所服務品質與服務創新有顯著正相關。　　本研究針對上述研究結果，提出若干建議，以供雲林縣戶政事務所及未來研究之參考。(1)因應政府組織再造，戶政機關整併，落實簡政便民之服務措施。(2)落實稽核制度，確保戶籍資料無疏漏，方可保障民眾權益。(3)加強員工專業素養，提升服務品質。(4)增加洽公空間並設計明顯申辦業務流程標示，提供優質洽公環境。(5)傾聽民情輿論聲音，建立申訴管道，重視陳情內容，找出兩全其美的解決方案，方能有效解決民怨，提升政府的服務品質。
    　　The study was trying to understand the relationship between service quality and service innovation of household registration office. Questionnaire survey method was adopted. A survey was conducted with 150 subjects who went to the household registration office for business. 113of them were valid for the statistical analysis and the effective response rate was 75.33%. Data was analyzed by the methods of descriptive statistics, independent t-test, one way ANOVA and Pearson correlation. The conclusions were as follows:1.The relationship among demographic variables and service quality were closely significant.2.The relationship among demographic variables and service innovation were closely significant.3.The relationship between service quality and service innovation was significantly correlated.　　This study also made some suggestions to the household registration offices of Yunlin County and future research:1.Household registration offices should simplify the procedures of service in order to accommodate the merge and organization restructuring.2.The auditing systems should be implemented to make sure the household registrations were made correctly.3.Personnel should strengthen their professional literacy to raise the service quality.4.Offices should provide clear indications and create a high-quality environment for the people who went for business.5.Personnel should listen to customers’ opinions and set up an access for complaints in order to improve service quality of government agencies.
    顯示於類別:[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-非營利事業管理碩士班

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