政府採購法下之工程採購較他類採購規模大，契約金額高，且因履約期長，履約之不可預期性增加，常造成履約過程中，對於契約無法明確釐清之事項及責任，在機關為維護公共利益，而廠商為爭取合理利潤，雙方立場不一致情形下，無法有效解決問題，遂產生履約爭議，而須透過履約爭議處理制度來解決雙方之紛爭。而仲裁係履約爭議處理的一種快速有效解決爭議之方式，由雙方當事人各自推舉仲裁人，再共推一名主任仲裁人組成仲裁庭解決雙方之紛爭。然現行情況機關多抗拒仲裁，不信任仲裁，質疑仲裁程序之公正性，進而提出撤銷仲裁判斷之訴訟，但幾乎皆遭法院駁回，機關最終必須接受仲裁判斷結果。本研究針對公共工程採購仲裁爭議案件，以深度訪談實際參與仲裁庭審理過程之機關與廠商兩造，就整個仲裁過程是否以公平公正、符合程序正義，有效合理的解決紛爭，並探究為何機關提起撤銷仲裁判斷之訴訟之原因。研究結果發現機關質疑仲裁制度公正性的原因係對工程採購履約爭議制度不熟悉，且仲裁人在處理過程有代理人之行為，加上機關的律師不若廠商的律師積極、仲裁結果輸多贏少，導致不信任仲裁。而機關除認為仲裁結果不公正外，又為避免遭受圖利廠商質疑遂提起撤銷仲裁判斷訴訟。因此研究建議機關可選任由具工程專業背景之資深公務人員擔任仲裁人，並提供聘任律師合理費用以提升機關參與仲裁之信心與意願。 另公開工程採購爭議仲裁判斷書供社會大眾閱覽、加強仲裁人訓練、推廣仲裁、相關主計、政風及審計等監督單位應尊重採購專業人員之判斷等建議，使當事人更能接受仲裁判斷結果。 / Under Government Procurement Law, the scale and amount of public construction procurement is usually much larger. The increased unexpected factors due to longer compliance period, and different standpoint from both sides could rise the possibility of disputes, which should be solved with a more systematic way. Arbitration, which solves disputes by selecting arbitrators and forming an arbitral tribunal, is a fast and efficient way to deal with disputes from public construction procurement. However, presently, most government agencies distrust arbitration and often file out a revocation of an arbitral, which usually be dismissed by the court. At last, government agencies have to accept the outcome of the arbitration.This thesis studies the cases of public construction procurement disputes. By interviewing both sides of the actual participants, the fairness, effectiveness and justifiability of an arbitral tribunal is carefully examines. The result indicates that the major reasons why government agencies distrust arbitration include the followings: First, government agencies are often unfamiliar with the system of public construction procurement arbitration. Second, arbitrators could assign delegates. Third, attorneys of government agencies could be less aggressive than that of contractors. Forth, government agencies often lose in arbitrations. Moreover, government agencies could file out a revocation of an arbitral preventing being suspected to be in favor to contractors. It is suggested by this study that government agencies could select senior staffs from government agencies with engineering background as arbitrators and provide them with reasonable subsidy. Other suggestions includes: arbitration award be opened for public reference, enhancing arbitrator's training, promoting arbitrator, other divisions of government agencies respect public construction procurement professionalism, et cetera.

有鑑於八０年代新公共管理(NPM)的興起對公共行政帶來重大的影響，其顧客導向的主張，刺激了顧客滿意度調查在公部門廣泛的應用。然而回顧過去公私部門重要的民眾滿意度調查，發現評估指標幾乎都著重在效率、效能面，而公共行政引以為本的公平價值卻少見探討。因此，本研究選取對人民影響最基本但重大的全民健保政策為個案，嘗試建構一個兼顧效率與公平面的民眾滿意度模型，並將焦點置於公民公平觀感與滿意度之間關連性的探討。在資料的蒐集上，採用國家衛生研究院「衛生醫療體系優先順序之制定的研究」於2007年12月1日至12月24日進行的電話訪問調查，經扣除遺漏值後，共有2478份樣本。本研究所建構的民眾滿意度ordered probit模型以「健保滿意度」為結果變項，解釋變項則包含了基本人口社經背景、以及效率效能面和公平面的指標。經實證結果發現，過去一直被強調的效率效能指標對健保滿意度確實產生顯著影響，但民眾對健保政策的主觀公平觀感也被證實與滿意度有顯著關連；換句話說，如果政府進行民眾滿意度調查時，未能含括公平面指標，則其所獲得的資訊將不能完整表達民眾的心聲。但本研究亦發現公民對健保政策以外的公平性態度並未顯著的影響健保滿意度，因此，民眾滿意度調查中測量公平觀感必需具有明確的政策背景。 / In the past three decades, new public management (NPM) has a great impact on the field of public administration. Among the impacts, “customer orientation” is the most influential one. For the purpose of evaluating citizen satisfaction on government services, public agencies begin to utilize the Customer Satisfaction Survey (CSS) mainly designed and administrated by business managers. However, after reviewing the content of the CSS questionnaires, we find that the emphasizing values behind the CSS are efficiency and effectiveness rather than equality, which is sometimes the main value behind public service delivery. Whether value of equality will influence citizen’s level of satisfaction is the main research question of this thesis. We take Taiwan’s National Health Insurance (NHI) as a case study, and utilize a citizen survey on priority setting of the NHI from the National Health Research Institutes in late 2007 as the secondary data. The dependent variable of our citizen satisfaction ordered probit model is “NHI satisfaction”, and explanatory variables including demographic backgrounds, indexes about efficiency or effectiveness, and indexes about equality. The results show that efficiency and effectiveness have significant association with NHI satisfaction. Most importantly, the citizens’ general evaluation on the equality of NHI also has a significant impact on the NHI satisfaction. According to the results, we suggest that applying CSS into public service evaluation should include index about equality in order to capture the holistic picture of citizen satisfaction.