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題名 地方民意代表服務品質與服務滿意度之研究　以台北縣民意代表為例
A Study on the Councilor Service Quality and Satisfaction in Taipei County
作者 林秀惠
貢獻者 翁興利<br>陳義彥
林秀惠
關鍵詞 服務品質
服務滿意度
日期 2007
上傳時間 6-May-2016 17:03:14 (UTC+8)
摘要 在全球化高度競爭的今天，一個國家的國力，具體展現在該國政府的競爭力上。為提高國家競爭力，民意代表必須深切瞭解民眾的需求，並透過高滿意度的選民服務，將民眾的政策需求與政府回應，作一有效的功能連結。基於此一體認，本研究針對中和市民進行實證問卷調查，探討民眾重視的服務品質為何? 而民意代表是否能適切的滿足民眾的服務品質需求? 民眾服務品質需求的滿足是否會影響投票行為的意向?本研究主要的研究發現如下：
     一、 民眾預期服務品質重要程度與實際滿意程度呈現顯著落差現象，表示民意代表的服務品質仍有加強之處，其中落差最大的是回應性(responsiveness)及可靠性(reliability)，表示在民意代表的服務當中，似應加速對民眾各種問題的回應，並給予民眾可靠的信賴感。
     二、 在服務品質中有形性(tangibles)、回應性、可靠性、保證性(assurance)與關懷性(empathy)均會正向影響民眾整體服務的滿意程度; 其中關懷性的滿意度對於民眾的整體服務滿意度影響最大，表示民意代表服務要讓民眾滿意，最重要的還是要經常給與民眾關懷。此外，關懷性的滿意度對於選民忠誠度的影響也甚大。
     三、 民眾整體滿意度，確實能提高選民的忠誠度。對民意代表而言，致力提昇各項服務品質，提高民眾整體滿意程度，就能轉換成實際的選票，此點頗值民意代表注意。
     關鍵詞: 選民服務，民眾的服務品質，民眾整體滿意度，選民的忠誠度，投票行為。
In today’s highly competitive globalization world, a country’s National Power is concretely demonstrated on the competitiveness of its government. In order to enhance the national competitiveness, the elected representative should then thoroughly understand the demands for the public, through the constituency service with high satisfaction to initiate an effective functional link between the populace’s policy demand and the governmental response. Based on this realization, this study carries out the empirical questionnaire survey on Jhonghe City citizens to discuss what service qualities they will pay much attention to? And whether the elected representatives could properly satisfy the populace’s service quality demand? Whether the satisfaction of the populace’s demand on service quality will affect their intention of the voting behavior? The major findings of this research are as follows:
     
     1) There are differences between the populace’s anticipation of the importance of the service quality and their actual satisfaction, which indicated the service quality of the elected representatives still has room to be improved; among which, the biggest differences are “responsiveness” and “reliability”, which indicated in the elected representatives” services, there should be accelerate responses to the questions proposed by the populace, and provide a sense of reliability to the populace.
     
     2) Within the service quality, there are “tangibles”, “response”, “reliability”, “assurance” and “empathy”, and these will all positively affect the satisfaction of the populace integral service; and the satisfaction toward “empathy” has the strongest effect on the satisfaction of the populace integral service, indicating that if the elected representatives want to satisfy the populace, it is very important for them to give empathy to the populace. In addition, the satisfaction toward “empathy” level also affects the populace’s degree of loyalty.
     
     3) The populace’s overall satisfaction can actually increase the populace’s loyalty. As for the elected representatives, devotedly enhance their services quality and increase populace’s overall satisfaction, that could be then transformed into the actual ballot, and this is worth for the elected representatives paying attention to.
     
     Keywords: constituency service, populace’s service quality, populace’s overall satisfaction, populace’s degree of loyalty, voting behavior.
參考文獻 一、中文部份
     丘宏昌及林能白，(2001)，「以需求理論為基礎所建立之服務品質分類」，管理學報，第十八卷第二期，頁231-253。
     方信翔，(2006)，「公部門服務品質之研究-以桃園縣戶政事務所為例」，國立政治大學公共行政學系碩士論文。
     朱南光，2006，「學校人員人格特質與服務品質知覺之探討」，世新大學行政管理學系碩士論文。
     余泰魁、丁秋瑤及蘇純繒，(2006)，「醫療服務品質評量模式：以雲林縣衛生所為例」，公共行政學報，第十九期，頁55-89。
     金玉珍，(2000)，「洽公民眾對台北市區公所服務品質看法之研究」，國立政治大學公共行政學系碩士論文。
     洪東興，(2000)，「民眾對地政業務服務品質認知差異之探討-以高雄縣為例」，中山大學公共事務管理學系碩士論文。
     范惟翔、侯鳳雄及陳滄江，「(2005)，「政府服務品質、民眾滿意度與民眾後續行為意意圖之相關研究」，中國行政評論，第十五卷，第一期，頁79-97。
     許世強，(2002)，「地政單一窗口特性與服務品質之研究」，逢甲大學土地管理學系碩士論文。
     黃大洲，（1996），「如何提升為民服務品質」，研考雙月刊，20卷6期，頁3-5。
     鄭士雄，(2003)，「基層地政機關單一窗口服務成功關鍵因素之研究-以彰化縣地政事務所為例」，國立彰化師範大學商業教育學系行政管理碩士論文。
     劉宗哲，(2006)，「大學形象與服務品質對學生滿意度之影響：以東吳大學商學院為例」，東吳經濟商學學報，第五十二中和期，頁213-234。
     劉毓玲譯，(1993)，新政府運動。台北：天下文化
     黃政瑞，（1996），中和風情事第一輯，中和庄文史協會。
     黃政瑞，（2004），中和風情事第二輯，中和庄文史協會。
     黃政瑞，（2005），中和風情事第三輯，中和庄文史協會。
     中和庄文研究會，（2005），中和寫真集，中和庄文史協會。
     重修中和鄉志，（1977），中和鄉公所。
     中和市志，（1997），臺北縣中和市公所。
     中和市志，（2005），臺北縣中和市公所。
     中和市民代表會志，（1997），台北縣中和市代表會。
     何思瞇（2001），《臺北縣眷村調查研究》。
     
     
     
     二、英文部份
     Anderson, E. W. and M. W. Sullivan (1993) “The Antecedent and Consequences of Customer Satisfaction for Firm,” Marketing Sciences, Vol.12, 125-143
     Bolton, R.N., and J.H. Drew (1991). ”A multistage model of customers assessments of service quality and value. ”Journal of Consumer Research, Vol.3,375-.84.
     Brown, T.J., C.A.J. Churchill, and J.P. Peter (1993) ” Improving the measurement of Service Quality, ” Journal of Retailing, Vol.69, no.1, Spring 1993, pp.127-139
     Churchill, G. A. and C. Surprenant, (1982). ” An Investigation into the Determinants of Customer Satisfaction, ” Journal of Marketing Research, Vol.19 (Nov), 491-504.
     Cronin, J.J. and S.A. Taylor. “Measuring Service Quality: A Reexamination and Extension.” Journal of Marketing , Vol. 56 (1992) , 63-71.
     Crosby, P. B.(1979). Quality is free, New York: McGraw-Hill.
     Crowley, M. G.. (1991) “Prioritising the Sponsorship Audience.” European Journal of Marketing, Vol. 25, no.11, pp.12-19.
     Engle, J. F., Blackwell, R. D. and Minard, P. W. (1993). Consumer Behavior, 7thed, Chicago: Dryden.
     Fisk, R. P., S. W. Brown, and M. J. Bitner. (1993) “Tracking the Evolution of the Services Marketing Literature.” Journal of Retailing ,Vol.69, no.1 , 61-103.
     Garvin, D. A.(1984). ”What Does Product Quality Really Mean? , ” Solan Management Review, Vol.26, no.1, 25-43.
     Gronroos, C.(1983). Strategic Management and Marketing in Service Sector, Marketing Science Institute, MA.
     Hampel, D.J. (1977). Consumer satisfaction with the home buying process: Conceptualization and dissatisfaction. Cambridge, MA: Marketing Science Institute.
     Iacobucci, D., K. Grayson, and A. Ostrom,(1994). Customer Satisfaction Fables, Sloan Management Review, (Summer) , 93-96.
     Keillor, B. D., G.. T. M. Hult, and D. Kandemir, (2004), ”A Study of the Service Encounter in Eight Conutries, ” Journal of International Marketing, Vol.12, no.1, pp.9-35.
     Kotler, P. (1991).Marketing management (7th ed.). Englewood Cliffs, NJ: Prentice-Hall.
     Kotler, P. (1994).Marketing management: Analysis, Planning implementation and control (8th ed.). New York: Prentice-Hall.
     Lovelock, C. H. (1996). Services Marketing, 3rd ed., New Jersey: Prentice Hall.
     Juran J. M., F. M Gryna,. and R. S. Brigham (1974) Quality control handbook, New York: McGraw-Hill.
     Oliver, R. L.(1980). ”A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, ” Journal of Marketing Research, Vol.17 (Nov): 460-469.
     Oliver, R.L. (1981). ”Measurement and evaluation of satisfaction process in retailing settings. ”Journal of Retailing, Vol.57, 25-48.
     Oliver, R. L. , T. A. Oliva, & I.C. MacMillan (1993). A Catastrophe Model for Developing Service Satisfaction Strategies. Journal of Marketing, Vol. 56, 83-95.
     Olorunniwo, F., M.K. Hsu, and G.J. Udo (2006), ”Service quality, customer satisfaction, and behavioral intentions in the service factory , ”Journal of Service Marketing, Vol.20 , no.1,59-72.
     Parasuraman, A., V. A. Zeithaml, and L. L. Berry. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, Vol.49, Fall 1985, 41-50.
     Parasuraman, A., V. A. Zeithaml, and L. L. Berry. (1988).SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol.64 , no.1 Spring,12-40.
     Parasuraman, A., V. A. Zeithaml, and L. L. Berry. (1994). ”Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, ” Journal of Marketing, Vol.58 (Jan),111-124.
     Ruyter, K.D., M. Wetzels , and M. V. Birgelen. (1999) How do customers react to critical service encounters?: a cross-sectional perspective, Total Quality Management, Vol.10 , no.8, 1131-1145.
     Takeuchi H., and J. A. Quelch, “Quality is More Than Making a Good Product.” Harvard Business Review , Vol.61 (July/August1983) , 139-45.
     Sasser, W. E., R. P. Olsen, Jr., and D. D. Wyckoff.(1978) Management of Service Operations: Text and Cases, Boston, Allyn & Bacon.
     Sasser, W. Earl, R. Paul Olsen and D. Daryl Wyckoff.(1987) Management of Service Operations-Test, Cases, and Readings, Boston, Allyn and Bacon.
描述 碩士
國立政治大學
行政管理碩士學程
94921021
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0094921021
資料類型 thesis
dc.contributor.advisor 翁興利<br>陳義彥zh_TW
dc.contributor.author (Authors) 林秀惠zh_TW
dc.creator (作者) 林秀惠zh_TW
dc.date (日期) 2007en_US
dc.date.accessioned 6-May-2016 17:03:14 (UTC+8)-
dc.date.available 6-May-2016 17:03:14 (UTC+8)-
dc.date.issued (上傳時間) 6-May-2016 17:03:14 (UTC+8)-
dc.identifier (Other Identifiers) G0094921021en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/94564-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 行政管理碩士學程zh_TW
dc.description (描述) 94921021zh_TW
dc.description.abstract (摘要) 在全球化高度競爭的今天，一個國家的國力，具體展現在該國政府的競爭力上。為提高國家競爭力，民意代表必須深切瞭解民眾的需求，並透過高滿意度的選民服務，將民眾的政策需求與政府回應，作一有效的功能連結。基於此一體認，本研究針對中和市民進行實證問卷調查，探討民眾重視的服務品質為何? 而民意代表是否能適切的滿足民眾的服務品質需求? 民眾服務品質需求的滿足是否會影響投票行為的意向?本研究主要的研究發現如下：
     一、 民眾預期服務品質重要程度與實際滿意程度呈現顯著落差現象，表示民意代表的服務品質仍有加強之處，其中落差最大的是回應性(responsiveness)及可靠性(reliability)，表示在民意代表的服務當中，似應加速對民眾各種問題的回應，並給予民眾可靠的信賴感。
     二、 在服務品質中有形性(tangibles)、回應性、可靠性、保證性(assurance)與關懷性(empathy)均會正向影響民眾整體服務的滿意程度; 其中關懷性的滿意度對於民眾的整體服務滿意度影響最大，表示民意代表服務要讓民眾滿意，最重要的還是要經常給與民眾關懷。此外，關懷性的滿意度對於選民忠誠度的影響也甚大。
     三、 民眾整體滿意度，確實能提高選民的忠誠度。對民意代表而言，致力提昇各項服務品質，提高民眾整體滿意程度，就能轉換成實際的選票，此點頗值民意代表注意。
     關鍵詞: 選民服務，民眾的服務品質，民眾整體滿意度，選民的忠誠度，投票行為。		zh_TW
dc.description.abstract (摘要) In today’s highly competitive globalization world, a country’s National Power is concretely demonstrated on the competitiveness of its government. In order to enhance the national competitiveness, the elected representative should then thoroughly understand the demands for the public, through the constituency service with high satisfaction to initiate an effective functional link between the populace’s policy demand and the governmental response. Based on this realization, this study carries out the empirical questionnaire survey on Jhonghe City citizens to discuss what service qualities they will pay much attention to? And whether the elected representatives could properly satisfy the populace’s service quality demand? Whether the satisfaction of the populace’s demand on service quality will affect their intention of the voting behavior? The major findings of this research are as follows:
     
     1) There are differences between the populace’s anticipation of the importance of the service quality and their actual satisfaction, which indicated the service quality of the elected representatives still has room to be improved; among which, the biggest differences are “responsiveness” and “reliability”, which indicated in the elected representatives” services, there should be accelerate responses to the questions proposed by the populace, and provide a sense of reliability to the populace.
     
     2) Within the service quality, there are “tangibles”, “response”, “reliability”, “assurance” and “empathy”, and these will all positively affect the satisfaction of the populace integral service; and the satisfaction toward “empathy” has the strongest effect on the satisfaction of the populace integral service, indicating that if the elected representatives want to satisfy the populace, it is very important for them to give empathy to the populace. In addition, the satisfaction toward “empathy” level also affects the populace’s degree of loyalty.
     
     3) The populace’s overall satisfaction can actually increase the populace’s loyalty. As for the elected representatives, devotedly enhance their services quality and increase populace’s overall satisfaction, that could be then transformed into the actual ballot, and this is worth for the elected representatives paying attention to.
     
     Keywords: constituency service, populace’s service quality, populace’s overall satisfaction, populace’s degree of loyalty, voting behavior.		en_US
dc.description.tableofcontents 第一章 緒論 1
     第一節 研究背景 1
     第二節 研究動機 3
     第三節 研究目的 4
     第四節 名詞解釋 5
     第五節 研究範圍與限制 6
     第六節 論文架構與研究流程 7
     第二章 文獻探討 10
     第一節 服務品質之定義與概念 10
     第二節 服務品質的衡量 17
     第三節 服務品質觀念模式 22
     第四節 民眾滿意度之定義與概念 28
     第五節 服務品質與滿意度 31
     第六節 國內公部門服務品質應用與研究 34
     第七節 中和市人文社會分析 36
     第三章 研究設計與實施 55
     第一節 研究架構 55
     第二節 研究假設 56
     第三節 研究變數定義與問卷設計 59
     第四節 抽樣設計與資料蒐集 63
     第五節 資料分析方法 64
     第四章 實證分析結果 66
     第一節 敘述性統計分析 66
     第二節 信度分析 70
     第三節 效度分析 76
     第四節 成對樣本檢定結果 83
     第五節 相關性分析 86
     第六節 迴歸分析 88
     第七節 變異數分析 93
     第五章 結論 96
     第一節 研究發現 96
     第二節 研究建議 104
     第三節 後續研究建議 107
     參考文獻 108
     附錄 本研究問卷 111
     
     表目錄
     
     表 2-1 SERVQUAL 之組成及意義…………………………………………… 18
     表 2-2 SERVQUAL 服務品質的5個構面量表……………………………… 20
     表 2-3 民國6 7年迄今中和市民籍別一覽表……………………………… 46
     表 2-4 中和市眷村分佈一覽表……………………………………………… 47
     表 2-5 台北縣議員名額估算表……………………………………………… 51
     表 2-6 台北縣議員選舉區劃分暨議員名額計算表………………………… 52
     表 2-7 第十六屆中和市當選議員名額表…………………………………… 53
     表 3-1 服務品質構面、量表與變數定義…………………………………… 60
     表 3-2 民眾滿意度量表與變數定義………………………………………… 62
     表 4-1 受訪民眾個人屬性次數分配結果…………………………………… 68
     表 4-2 民眾對民意代表服務品質服務重要程度之信度與項目分析……… 71
     表 4-3 民眾實際知覺民意代表服務品質滿意程度之信度與項目分析…… 73
     表 4-4 民眾滿意程度之信度與項目分析…………………………………… 74
     表 4-5 選民忠誠度量表之信度與項目分析………………………………… 75
     表 4-6 Kmo 與 Bartlett 檢定……………………………………………… 76
     表 4-7 服務品質構面民眾期望重視程度之因素分析……………………… 77
     表 4-8 服務品質構面民眾實際滿意程度之因素分析……………………… 79
     表 4-9 民眾滿意度構面因素分析結果……………………………………… 81
     表 4-10 選民忠誠度構面因素分析結果……………………………………… 82
     表 4-11 民眾服務重視程度與滿意程度差異性各題項之檢定結果………… 83
     表 4-12 民眾對服務品質重要程度與滿意程度各因素差異之檢定結果…… 85
     表 4-13 服務品質各變數相關分析結果……………………………………… 87
     表 4-14 民眾知覺民意代表服務品質與民眾滿意度之迴歸分析結果……… 89
     表 4-15 服務品質選民忠誠度之迴歸分析結果……………………………… 91
     表 4-16 民眾滿意度對選民忠誠度之迴歸分析結果………………………… 92
     表 4-17 民眾個人屬性對研究變數變異數分析結果………………………… 94
     表 5-1 研究假設1結果之彙整……………………………………………… 97
     表 5-2 研究假設2結果之彙整……………………………………………… 98
     表 5-3 研究假設3結果之彙整……………………………………………… 99
     表 5-4 研究假設4結果之彙整………………………………………………100
     表 5-5 研究假設5結果之彙整………………………………………………101
     表 5-6 研究假設6結果之彙整………………………………………………102
     表 5-7 研究假設7結果之彙整………………………………………………103
     表 5-8 研究假設8結果之彙整………………………………………………103		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0094921021en_US
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 服務滿意度zh_TW
dc.title (題名) 地方民意代表服務品質與服務滿意度之研究　以台北縣民意代表為例zh_TW
dc.title (題名) A Study on the Councilor Service Quality and Satisfaction in Taipei Countyen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文部份
     丘宏昌及林能白，(2001)，「以需求理論為基礎所建立之服務品質分類」，管理學報，第十八卷第二期，頁231-253。
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     范惟翔、侯鳳雄及陳滄江，「(2005)，「政府服務品質、民眾滿意度與民眾後續行為意意圖之相關研究」，中國行政評論，第十五卷，第一期，頁79-97。
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     二、英文部份
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