| dc.contributor.advisor | 蕭乃沂 | zh_TW |
| dc.contributor.author (Authors) | 曾健銓 | zh_TW |
| dc.contributor.author (Authors) | Tseng, Chien Chuan | en_US |
| dc.creator (作者) | 曾健銓 | zh_TW |
| dc.creator (作者) | Tseng, Chien Chuan | en_US |
| dc.date (日期) | 2010 | en_US |
| dc.date.accessioned | 5-Oct-2011 14:46:33 (UTC+8) | - |
| dc.date.available | 5-Oct-2011 14:46:33 (UTC+8) | - |
| dc.date.issued (上傳時間) | 5-Oct-2011 14:46:33 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0097256004 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/51361 | - |
| dc.description (描述) | 碩士 | 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) | 97256004 | zh_TW |
| dc.description (描述) | 99 | zh_TW |
| dc.description.abstract (摘要) | 在電子化政府的架構下，民眾最重要的數位意見反映管道可謂是民意電子信箱，然而近年全球許多城市開始建制市民熱線系統，讓民眾得以透過電話向政府反映意見，使整個互動介面更為接近「行動政府」的概念，而在台灣的行政系絡下，「村里長」扮演政府機關與一般民眾互動的中介角色，本研究嘗試了解電子信箱與市民熱線這兩項原意用於促進「直接民主」的意見反應管道，對於村里長的工作產生何種影響，並探討村里長使用電子信箱與市民熱線的情況，以及影響他們對這兩項管道滿意認同的變數。本研究以台北市里長及台北市市長信箱與1999市民熱線為主要標的，透過量化與質化方法的實證資料，主要發現結果包括：(1)台北市里長較常使用市民熱線，較少使用市長信箱；(2)資訊能力、對案件的時效性要求、問題難度與複雜性將影響村里長選擇市長信箱或市民熱線進行意見反映；(3)市長信箱與市民熱線對里長的正面影響包括解決村里民問題、減少工作負擔、提昇服務時效性、減少人情壓力、可有書面或電子資料備查，作為服務表現的基礎；負面影響則包括受申訴的機會增加、村里長工作有被管道取代的危機；(4)服務品質構面的「資訊可信度」、「問題解決程度」及「易用性」，有用性構面中的「解決里民問題」與「有助工作程度」五個變數對管道的滿意度有正向的影響。本研究根據研究發現，提出三點實務建議：(1)重視「管道問題適用性」之宣傳；(2)促進村里長與意見反映管道結合的服務綜效；(3)思考管道如何對市民產生「有用性」，以提昇公共接觸效果。 | zh_TW |
| dc.description.abstract (摘要) | Under the framework of E-government, e-mail is the most important response channel for citizens to interact with governments. However, many cities around the world start to build citizen hotline systems, allowing people reflect their ideas and suggestions via phone. This fact reveals the opportunities of Mobile Government. In Taiwan, Li-chiefs simultaneously reflect residents’ opinions and help delivery public services. The author tries to figure out (1) how Taipei City Mayor’s E-mail Box and 1999 Citizen Hotline affect the daily works of Li-chiefs; (2) their usage of these two response channels, and (3) what variables might affect Li-chiefs’ satisfaction toward e-mail and citizen hotlines.The study uses Taipei City Mayor’s E-mail Box and Taipei 1999 Citizen Hotline as case examples, and collects both qualitative and quantitative empirical data. The author finds that: (1) The Li-chiefs in Taipei use Taipei 1999 Citizen Hotline more frequently than City Mayor’s E-mail. (2) Information literacy, timeliness and task complexity will affect Li-chiefs’ motives to reflect suggestions via e-mail or citizen hotline. (3) Li-chiefs can use these two channels to solve problems and enhance timeliness. On the other hand, the response channels allow citizens to complain to Li-chiefs more easily, and the positions of Li-chiefs might be replaced by the two channels; and (4) information reliability, problem solving ability, ease of use, the effect of solving citizens’ problems, and helping Li-chiefs’ jobs will positively affect the satisfaction of the channels. Based on the finding, the author suggests the government should: (1) emphasize the “appropriate or right questions” when prompting the channels; (2) teach Li-chiefs how to use response channels well to create synergy; and (3) rethink how response channels produce usefulness for citizens. | en_US |
| dc.description.tableofcontents | 第一章 緒論 1第一節 研究背景 1第二節 研究動機與目的 2第三節 研究問題 3第四節 研究範圍與個案介紹 3第五節 研究流程 8第二章 文獻回顧 10第一節 電子化政府與行動政府 10第二節 電子化政府、行動政府中的基層官僚與里長 14第三節 市長信箱、市民熱線與滿意度 19第四節 研究定位 29第三章 研究設計 30第一節 研究方法 30第二節 訪談題綱設計 32第三節 變數與研究架構 33第四節 研究假設 38第五節 問卷設計與變數操作化 41第六節 資料分析方法 45第四章 研究結果與分析 47第一節 問卷資料蒐集結果概況 47第二節 基本資料統計分析 54第三節 里長使用市長信箱、市民熱線概況分析 56第四節 里長對市民熱線、市長信箱服務品質之認同 63第五節 里長受到市長信箱與市民熱線的影響 65第六節 里長對市長信箱與市民熱線之滿意度 68第七節 管道熟悉程度對服務品質、有用性的影響 70第八節 管道服務品質、有用性對管道滿意度的影響 78第五章 結論與建議 95第一節 綜合討論 95第二節 實務建議 100第三節 研究限制與未來研究 102參考文獻 104附錄一 訪談題綱 110附錄二：研究問卷 111附錄三：市長信箱變數相關係數表 115附錄四：1999變數相關係數表 119附錄五 訪談逐字稿 123 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0097256004 | en_US |
| dc.subject (關鍵詞) | 電子化政府 | zh_TW |
| dc.subject (關鍵詞) | 行動政府 | zh_TW |
| dc.subject (關鍵詞) | 台北市市長信箱 | zh_TW |
| dc.subject (關鍵詞) | 市民熱線 | zh_TW |
| dc.subject (關鍵詞) | 村里長 | zh_TW |
| dc.subject (關鍵詞) | electronic government, | en_US |
| dc.subject (關鍵詞) | mobile government | en_US |
| dc.subject (關鍵詞) | Taipei City Mayor’s E-mail Box | en_US |
| dc.subject (關鍵詞) | 1999 Citizen Hotline | en_US |
| dc.subject (關鍵詞) | Village-chiefs or Li-chiefs | en_US |
| dc.title (題名) | 從電子化政府到行動政府： 台北市里長使用市長信箱與1999市民熱線之研究 | zh_TW |
| dc.title (題名) | From e-government to m-government: li-chiefs` usage of Taipei City mayor’s e-mail box and 1999 citizen hotline | en_US |
| dc.type (資料類型) | thesis | en |
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