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題名 公共網絡管理：臺北市政府戶政業務跨機關服務傳遞協力合作網絡實證研究
Collaborative Public Management: the Empirical Study of Interagency Service DeliveryNetwork on the Household Registration Services in Taipei City Government
作者 謝俊義
貢獻者 顏良恭<br>吳秀光
謝俊義
關鍵詞 網絡管理
跨機關服務傳遞協力合作網絡
個體層次
機關層次
network management
interagency service delivery collaborative network
individual level
agency level
日期 2007
上傳時間 18-九月-2009 15:37:11 (UTC+8)
摘要 跨機關服務協力合作網絡的有效形成，在官僚體制漸漸無法發揮績效的情況下，更顯得重要。為了探討在機關間協力合作的種種問題，本研究以公共網絡管理文獻建構跨機關間協力合作的模型。公共網絡管理的文獻，主要在探索公共管理者的行為與角色，以及機關間的協力合作行為，如何貢獻於服務傳遞協力合作網絡績效，而這兩個研究問題，也存在於本論文的觀察單位-臺北市政府戶政業務之中。資料來源主要是以問卷方式調查臺北市政府負責戶政業務戶政人員的主觀認知性資料。研究方法則是透過描述性統計、相關係數、信度考驗、確認性因素分析(Confirmatory Factor Analysis, CFA)、迴歸分析、迴歸診斷與結構方程式（Structural Equation Model, SEM）。

本研究的問卷抽樣數共524份，有效問卷為338份，回收率為64.5％。在統計分析上，無論在因素負荷量、信度考驗、迴歸模型解釋比率，以及結構方程式的模型適配度皆符合或接近標準。而多元迴歸分析（OLS）與結構方程式（SEM）亦顯示機關之間的資源分享與協助並無助於戶政服務傳遞協力協力合作網絡間的績效，這也解釋部分理論文獻對協力協力合作網絡過於樂觀的質疑。本研究亦發現網絡管理文獻所建構的特定因素如核心機關（民政局）的協調，以及策略與結構的協調與整合是有助於戶政服務傳遞協力協力合作網絡績效。在研究貢獻上，期許檢驗研究問題與研究假設，以及這些規範性理論應用至政府實務的深度。
The efficient formation for interagency service delivery network is comparatively important when the bureaucracy falis to make it well in public affairs. This research employs the literatures of public network management to construct the model of interagency collaborations. Two research are discussed in public network management and our research with the observed unit of the household registration of Taipei City Government: how the behaviors and roles of public network managers and collaborative behaviors among public agencies contribute to the network performance of interagency service delivery network. The data sources are draw from subjective perceptive data of public managers and public administrators who response for household registration services in Taipei City Government. The research method employs descriptive statistics, correlations, reliability, confirmatory factor analysis, regression analysis, regressive dignosis and structural equation model.
The response rates in this research are 64.5%(338/524). In statistics, the the factor loadings, reliability, R2 for the regression model, and the goodness of the fit for structural equation model(SEM) also show that the resources-sharing among the agencies does not benefit the netwotk performance in household service-delivery network, which doubt the celebratory viewpoints from some public network management literatures. This research also finds some factors such as the coordination of network core administrative agency (the Bureau of Civil Affairs), the integration and coordination of strategies and structures, are helpful for network performance in collaborative network of household service-delivery network. For the contributions of research, this research expects to examine our research questions and research hypotheses and then applies these normative theories to the depths of government practices.
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描述 博士
國立政治大學
公共行政研究所
90256501
96
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0090256501
資料類型 thesis
dc.contributor.advisor 顏良恭<br>吳秀光zh_TW
dc.contributor.author (作者) 謝俊義zh_TW
dc.creator (作者) 謝俊義zh_TW
dc.date (日期) 2007en_US
dc.date.accessioned 18-九月-2009 15:37:11 (UTC+8)-
dc.date.available 18-九月-2009 15:37:11 (UTC+8)-
dc.date.issued (上傳時間) 18-九月-2009 15:37:11 (UTC+8)-
dc.identifier (其他 識別碼) G0090256501en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/35659-
dc.description (描述) 博士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 公共行政研究所zh_TW
dc.description (描述) 90256501zh_TW
dc.description (描述) 96zh_TW
dc.description.abstract (摘要) 跨機關服務協力合作網絡的有效形成，在官僚體制漸漸無法發揮績效的情況下，更顯得重要。為了探討在機關間協力合作的種種問題，本研究以公共網絡管理文獻建構跨機關間協力合作的模型。公共網絡管理的文獻，主要在探索公共管理者的行為與角色，以及機關間的協力合作行為，如何貢獻於服務傳遞協力合作網絡績效，而這兩個研究問題，也存在於本論文的觀察單位-臺北市政府戶政業務之中。資料來源主要是以問卷方式調查臺北市政府負責戶政業務戶政人員的主觀認知性資料。研究方法則是透過描述性統計、相關係數、信度考驗、確認性因素分析(Confirmatory Factor Analysis, CFA)、迴歸分析、迴歸診斷與結構方程式（Structural Equation Model, SEM）。

本研究的問卷抽樣數共524份，有效問卷為338份，回收率為64.5％。在統計分析上，無論在因素負荷量、信度考驗、迴歸模型解釋比率，以及結構方程式的模型適配度皆符合或接近標準。而多元迴歸分析（OLS）與結構方程式（SEM）亦顯示機關之間的資源分享與協助並無助於戶政服務傳遞協力協力合作網絡間的績效，這也解釋部分理論文獻對協力協力合作網絡過於樂觀的質疑。本研究亦發現網絡管理文獻所建構的特定因素如核心機關（民政局）的協調，以及策略與結構的協調與整合是有助於戶政服務傳遞協力協力合作網絡績效。在研究貢獻上，期許檢驗研究問題與研究假設，以及這些規範性理論應用至政府實務的深度。		zh_TW
dc.description.abstract (摘要) The efficient formation for interagency service delivery network is comparatively important when the bureaucracy falis to make it well in public affairs. This research employs the literatures of public network management to construct the model of interagency collaborations. Two research are discussed in public network management and our research with the observed unit of the household registration of Taipei City Government: how the behaviors and roles of public network managers and collaborative behaviors among public agencies contribute to the network performance of interagency service delivery network. The data sources are draw from subjective perceptive data of public managers and public administrators who response for household registration services in Taipei City Government. The research method employs descriptive statistics, correlations, reliability, confirmatory factor analysis, regression analysis, regressive dignosis and structural equation model.
The response rates in this research are 64.5%(338/524). In statistics, the the factor loadings, reliability, R2 for the regression model, and the goodness of the fit for structural equation model(SEM) also show that the resources-sharing among the agencies does not benefit the netwotk performance in household service-delivery network, which doubt the celebratory viewpoints from some public network management literatures. This research also finds some factors such as the coordination of network core administrative agency (the Bureau of Civil Affairs), the integration and coordination of strategies and structures, are helpful for network performance in collaborative network of household service-delivery network. For the contributions of research, this research expects to examine our research questions and research hypotheses and then applies these normative theories to the depths of government practices.		en_US
dc.description.tableofcontents 第壹章 緒論13
第一節 研究背景13
壹、協力合作公共管理 13
貳、協力合作網絡研究議題的崛起 15
參、對現有公共行政網絡分析的質疑 19
第二節 觀察單位、研究假定、研究問題與研究鋪陳 22
壹、觀察單位：臺北市政府戶政業務 19
貳、本研究基本的假定 24
參、研究問題 24
肆、研究鋪陳 25
第貳章 文獻檢閱 27
第一節 網絡分析傳統的三個途徑 27
壹、行為假定 28
貳、研究方法 31
參、主要研究問題 33
肆、政策網絡與網絡管理 34
伍、網絡分析傳統對論文的借鏡 36
第二節 從層級節制到網絡管理 37
壹、層級節制的論述 37
貳、網絡管理調適層級節制 39
參、網絡管理發展的問題 42
第三節 公共網絡管理：個體層次與機關層次 43
壹、個體層次的網絡管理 45
貳、機關層次的服務傳遞協力合作網絡 46
參、網絡績效 51
第四節 跨機關服務傳遞協力合作網絡 56
壹、跨域管理 56
貳、聯繫公共管理者與機關組織之間關係 61
參、協力合作網絡是一種集體行動 62
第五節 觀察單位-臺北市政府戶政業務相關研究 64
壹、戶政人員工作倦怠感 64
貳、戶政便民措施成本績效分析 66
參、資料包絡分析法與戶政機關生產力 67
肆、政府普通基金預算與績效管理 68
伍、中高階主管核心能力建構之研究 68
陸、基層官僚機關服務品質衡量之研究 69
柒、組織氣候與自願離職傾向關係之研究 69
第參章 研究設計 71
第一節 研究假設與研究架構 72
壹、研究概念化 73
貳、研究假設 75
參、研究架構 80
第二節 研究變數與操作型定義82
壹、結果變數：網絡績效因素 83
貳、解釋變數與控制變數 84
第三節 分析單位特性 88
壹、戶政機關沿革與業務 89
貳、提升戶政業務服務品質-台北市戶政業務ISO9002 93
參、各行政區的地理特性 94
第四節 研究樣本與資料蒐集 96
壹、研究樣本 96
貳、資料蒐集 98
第五節 研究方法 101
壹、橫斷面的設計與資料性質 101
貳、信度、效度與因素分析 102
參、多元迴歸方程式 104
肆、結構方程式 106
伍、其他研究方法與研究工具 110
陸、深度訪談 110
第六節 問卷設計實施程序112
壹、問卷設計過程112
貳、問卷前測 113
參、問卷前測的因素分析與信度 113
肆、最後定稿問卷 119
第肆章 研究發現與討論 12
第一節 問卷回收率與樣本背景 121
壹、問卷回收率121
貳、樣本特性 123
參、戶政服務傳遞協力合作網絡的參與 128
肆、跨機關互助合作促進戶政服務傳遞協力合作網絡績效 136
伍、小結 138
第二節 公共管理者的角色與行為和網絡績效的關聯 139
壹、信度、效度與因素分析 139
貳、公共管理者角色與行為和網絡績效因素在樣本特徵的差異145
參、區域性差異148
肆、多元迴歸分析151
伍、結構方程式估計 159
陸、小結 166
第三節 機關合作行為和網絡績效的關聯 168
壹、描述性統計、確認性因素分析與信度考驗 168
貳、機關合作行為以及戶所特徵與樣本特徵的差異 173
參、區域性差異176
肆、多元迴歸分析178
伍、結構方程式估計 186
陸、小結 192
第四節 戶政業務跨機關協力合作網絡和網絡績效的關聯 194
壹、描述性統計 195
貳、相關係數和信度 195
參、多元迴歸分析199
肆、結構方程式估計 204
伍、小結 211
第伍章 結論與建議 213
第一節 研究結論 214
壹、研究總結 214
貳、研究討論 221
第二節 研究貢獻與建議 223
壹、理論貢獻 223
貳、實務應用觀點 224
參、研究指標225
肆、方法的貢獻 227
伍、研究建議 228
第三節 研究限制 229
壹、理論模型的限制 229
貳、方法的限制 231
參、推論的限制 231
第四節 未來研究議題 232
壹、協力合作網絡的啟示 232
貳、協力合作網絡的準備 233
參、協力合作網絡的界限 233
肆、協力合作網絡的結構 234

附錄

附錄A：臺北市政府戶政業務服務傳遞協力合作網絡研究訪談稿一 236
附錄B：臺北市政府戶政業務服務傳遞協力合作網絡研究訪談稿二 238
附錄C：臺北市政府戶政業務服務傳遞協力合作網絡研究訪談稿三 239
附錄D：臺北市政府戶政業務服務傳遞協力合作網絡研究訪談稿四 241
附錄3-1：臺北市政府戶政業務服務傳遞協力合作網絡研究訪談題目 243
附錄3-2：問卷初稿 244
附錄3-3：問卷修改第一次訪談稿 247
附錄3-4：問卷修改第二次訪談稿 252
附錄3-5：問卷前測稿 253
附錄3-6：問卷施測稿 256
附錄3-7：問卷編碼對照表 259
附錄4-1：臺北市民政團隊為民服務禮貌競賽活動實施計畫262
參考書目 266

圖目錄

圖3-1：研究架構 82
圖3-2：臺北市戶政事務所的組織結構 90
圖4-1：有效受訪者的工作性質 125
圖4-2：有效受訪者的職務性質 125
圖4-3：有效受訪者的性別 126
圖4-4：有效受訪者的學歷 127
圖4-5：有效受訪者的職等 127
圖4-6：積極參與互助合作與聯繫 129
圖4-7：與其他機關協調 131
圖4-8：完成方案或任務（件）與其他機關協調次數 132
圖4-9：有效受訪者平均每天服務民眾的數目 134
圖4-10：平均處理完一件個案約多少時間 136
圖4-11：跨機關協力合作促進網絡績效 137
圖4-12：常態分配與長條圖-綜效因素 151
圖4-13：常態分配與長條圖-動員因素 151
圖4-14：常態分配與長條圖-活化因素 152
圖4-15：常態分配與長條圖-型塑化因素 152
圖4-16：常態分配與長條圖-網絡績效因素 152
圖4-17：固定模型 - 主管與工作經驗 158
圖4-18：互動模型 - 主管×工作經驗 159
圖4-19：結構方程式：公共管理者的角色與行為與網絡績效 161
圖4-20：常態分配與長條圖-資源協助和分享因素 178
圖4-21：常態分配與長條圖-資訊共享因素 178
圖4-22：常態分配與長條圖-策略與結構互賴因素 179
圖4-23：常態分配與長條圖-核心機關的協調與整合因素 179
圖4-24：固定模型 - 主管與工作經驗 184
圖4-25：互動模型 - 主管×工作經驗 186
圖4-26：結構方程式：機關合作行為與網絡績效 188
圖4-27：固定模型 - 主管與工作經驗 202
圖4-28：互動模型 - 主管×工作經驗 204
圖4-29：結構方程式：跨機關協力合作網絡 205

表目錄

表2-1：三種網絡分析傳統研究 28
表3-1：網絡績效因素的操作型定義與題目 83
表3-2：公共管理者角色與行為因素的操作型定義與題目 85
表3-3：網絡系絡衡量因素的操作型定義與題目 87
表3-4：策略與結構互賴衡量因素的操作型定義與題目 88
表3-5：核心機關協調與整合的的操作型定義與題目 88
表3-6：臺北市戶政事務所行政部門與功能 90
表3-7：臺北市暨各個行政區的地理資訊 95
表3-8：各戶政事務所人口數、人口比例、戶政人員數、抽樣數、戶政預算與家
庭戶數 98
表3-9：受訪人員的職務、公職年數與服務經驗 111
表3-10：網絡績效前測：特徵值、因素負荷量與信度 115
表3-11：公共管理者的角色與行為的前測：特徵值、因素負荷量與信度 116
表3-12：戶政機關合作行為的前測：特徵值、因素負荷量與信度 119
表4-1：各戶政事務所問卷發放數與問卷回收率 123
表4-2：樣本特徵 124
表4-3：積極參與互助合作與聯繫 129
表4-4：與其他機關協調 131
表4-5：有效受訪者平均每天服務民眾的數目 134
表4-6：服務民眾數目與工作性質的卡方分配 134
表4-7：平均處理完一件個案時間 135
表4-8：平均處理完一件個案時間與工作性質的卡方分配 136
表4-9：跨機關合作促進網絡績效 137
表4-10：公共管理者角色與行為因素的描述性統計、確認性因素分析與信度考驗
144
表4-11：公共管理者角色與行為的因素與樣本特徵的差異（t 考驗與單因子變異
數分析(ANOVA)） 147
表4-12：公共管理者角色與行為各個因素在各戶所之間的差異 149
表4-13：臺北市政府民政局暨戶政事務所為民服務禮貌競賽活動 150
表4-14：描述性統計-公共管理者的行為與網絡績效(因素分數為基礎) 153
表4-15：相關係數-公共管理者的行為與網絡績效(因素分數為基礎) 155
表4-16：公共管理者的角色與行為與網絡績效(行政績效)的多元迴歸分析 157
表4-17：模型配適指標 163
表4-18：結構方程式的相關係數163
表4-19：觀察變數與潛在變數間確認性因素分析的標準化因素負荷量 165
表4-20：潛在變數與潛在變數間的參數估計值166
表4-21：假設方向在多元迴歸方程式與結構方程式驗證彙整 167
表4-22：戶政機關間協力合作行為的描述性統計、確認因素分析與信度考驗 172
表4-23：機關協力合作行為的因素與樣本特徵的差異[ T考驗與單因子變異數分
析（ANOVA）] 175
表4-24：機關協力合作的行為因素與網絡績效以及戶政事務所特徵的差異（相關係數） 175
表4-25：機關合作行為各個因素在各戶所之間的差異 177
表4-26：描述性統計：機關合作行為與網絡績效（因素分數為基礎） 180
表4-27：相關係數-機關的合作行為與網絡績效(因素分數為基礎) 181
表4-28：機關合作行為與網絡績效的多元迴歸分析 184
表4-29：結構方程式模型配適指標 189
表4-30：結構方程式的相關係數 190
表4-31：觀察變數與潛在變數間確認性因素分析的標準化因素負荷量 191
表4-32：潛在變數與潛在變數間的參數估計值 192
表4-33：假設方向與多元迴歸方程式與結構方程式驗證彙整 193
表4-34： 描述性統計：跨機關服務傳遞協力合作網絡與網絡績效198
表4-35：相關係數-跨機關服務傳遞協力合作網絡 198
表4-36：跨機關服務傳遞協力合作網絡與網絡績效的多元迴歸分析 201
表4-37：結構方程式模型配適指標206
表4-38：結構方程式的相關係數 207
表4-39：觀察變數與潛在變數間確認性因素分析的標準化因素負荷量 210
表4-40：潛在變數與潛在變數間的參數估計值211
表4-41：假設方向與多元迴歸方程式與結構方程式印證彙整 212
表5-1：假設檢驗總結 215
表5-2：理論架構統計解釋力（R2）印證彙整 218		zh_TW
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dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0090256501en_US
dc.subject (關鍵詞) 網絡管理zh_TW
dc.subject (關鍵詞) 跨機關服務傳遞協力合作網絡zh_TW
dc.subject (關鍵詞) 個體層次zh_TW
dc.subject (關鍵詞) 機關層次zh_TW
dc.subject (關鍵詞) network managementen_US
dc.subject (關鍵詞) interagency service delivery collaborative networken_US
dc.subject (關鍵詞) individual levelen_US
dc.subject (關鍵詞) agency levelen_US
dc.title (題名) 公共網絡管理：臺北市政府戶政業務跨機關服務傳遞協力合作網絡實證研究zh_TW
dc.title (題名) Collaborative Public Management: the Empirical Study of Interagency Service DeliveryNetwork on the Household Registration Services in Taipei City Governmenten_US
dc.type (資料類型) thesisen
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