Railway is one of public transport mode on land transportation. Railways, as mass public transport modes, have unique characteristics. It has large capacity, high safety level, and free from traffic jam. Those characteristics make railway a primary public transportation. In  fact, even railway transportation has a lot of benefits for society life but they still faced by the problem. Service quality level of Railways transportation is still low compared with other transportation modes. At present railways operation is still colored with the delay, limited condition vehicle, and unclear train travel information that often disadvantage passengers, and many other services offered fail to attract passengers. These conditions result in decreasing the quality of services and insufficient railways operation. The objective of this research is to analyze the relationship between customer satisfaction towards provided service with the desire to do a complaint and to find the factor from service quality that has significant influences to customer satisfaction towards PT KAI services. From that data, and also comparison study between PT Kereta Api Indonesia and Statens Järnvägar (SJ) AB, Sweden, we can recommend the service standards design, service guarantee and complaint handling system that need to be adjusted with the interest of consumer. The data was collected via field survey in the station that located in Jakarta, Yogyakarta and Pekalongan. This research shows several findings. First, there are six factors of service quality attributes that have significant influences to customer satisfaction towards PT KAI services for commuter class (Information, Appearances, Service coverage, Tangible, Safety & security, and Cost), seven factors for business class (Travel time, Information, Scheduling, Comfort, Tangible, Safety & security, and Service coverage), and also seven factor for executive class (Appearances, Safety & security, Information, Comfort, Tangible, Travel time, and Cost). Second, while the commuter class passengers complain on the Safety & security attribute, for business class it is the information that influence the desire to complain. Meanwhile for executive class, passengers are mostly satisfied with the service given by PT KAI. Third, to decrease the number of complaints, some effective mechanisms to handle those complaints and learning from Statens Järnvägar (SJ) AB are necessary to take. Fourth, the service standards for PT KAI can be classified into 6 details of service, (safety and security attributes; comfort and appearances attributes; availability of information aspect attributes; tangible attributes; service coverage attributes; and the operations of train). For service guarantee design, this research focus on travel time guarantee. Learning from Statens Järnvägar (SJ) AB on Sweden service guarantee, PT KAI can adopt and use their system to increase customer satisfaction.

Magistro darbo tikslas – klientų aptarnavimo kokybės tyrimas valstybinėje mokesčių inspekcijoje. Tikslui realizuoti pasirinkti tyrimo metodai: su darbo tema susijusių Lietuvos Respublikos įstatymų, kitų teisės aktų, reglamentuojančių valstybės tarnybą, Viešąjį administravimą bei Lietuvos mokslininkų publikacijų analizė, interviu, anketinė apklausa bei statistinė duomenų analizė. Teorinėje dalyje analizuojami kokybės vadybos metodų taikymo ypatumai viešajame sektoriuje Naujosios viešosios vadybos ir Visuotinės kokybės vadybos aspektu. Darbe nagrinėjama Tarnybos visuomenei Lietuvoje dabartiniu metu samprata, apimtis, paskirtis, kokybinis santykis su paslaugų gavėju. Tyrimo rezultatuose analizuojama VMI Radviliškio skyriaus mokesčių mokėtojų aptarnavimo kokybė. Tyrimas atskleidė valstybinės mokesčių inspekcijos Radviliškio skyriaus mokesčių mokėtojų aptarnavimo kokybės lygį, darbuotojų kompetencijas, vadovų vizijas bei perspektyvas siekiant aukštesnių viešųjų paslaugų kokybės ir geresnių veiklos rezultatų rodiklių bei pačių mokesčių mokėtojų požiūrį į gaunamas paslaugas. / The aim of the master thesis is to reveal the quality of customer service at State Tax Inspectorate. To achieve the aim the following research methods were selected: analysis of laws of the Republic of Lithuania related to the topic of the present thesis, as well as analysis of other legal acts regulating public service and public administration, of publications by Lithuanian scholars, interview, questionnaire survey, and statistical data analysis. The theoretical part analyses the peculiarities of application of methods of quality management at the public sector in the aspect of New Public Management and Total Quality Management. The paper analyzes the concept, scope, purpose of serving the society in Lithuania at present as well as its qualitative relation to service recipient. Quality of taxpayer service at Radviliškis Department of State Tax Inspectorate is analyzed in the research results. The research revealed the level of quality of taxpayer service at Radviliškis Department of State Tax Inspectorate, its employees’ competences, managers’ visions and perspectives in seeking better indicators of public service quality and of activity results, it also revealed taxpayers’ attitude towards the services they get.

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「政策的失敗，比貪污更為嚴重」。面對眾多政府政策訂定所引起之爭議，會令人懷疑政府政策規劃過程是否鬆散。鑑於完善之政策規劃乃施政成功之首要條件，本研究希冀藉用政策規劃之分析架構，探究「公務員基準法」草案之規劃過程，盼能發現其形成之肇因與規劃經過，並分析該法規劃過程之爭論問題，進而提供個人研究心得，做為未來政府規劃類似方案之借鏡。 　　本文第一章「緒論」，說明研究動機與目的、研究範圍，並訂定研究過程架構，說明本文研究各章內容、及研究方法與限制。 　　第二章「國內外公務員法制概況與文獻探討」，除介紹美、英、德、法、日等國家公務員法制之發展、現況與基本內涵及我國公務員法制之發展、現況與檢討外，並引證相關文獻做為本研究論證之支持。 　　第三章「我國公務員基準法草案問題形成分析」，敘述研擬我國基準法草案問題發生、認定與議程建立、及備選方案之探討，俾瞭解政府規劃公務員基準法草案整個過程之背景全貌。 　　第四章「我國公務員基準法草案規劃過程分析」，主要探討的面向包括我國公務員基準法草案規劃之經過、規劃過程中遭遇較爭議之問題、及規劃之主要內涵，俾瞭解政府規劃公務員基準法草案時，所考量的因素和所面臨的難題。 　　第五章「結論」，綜合上述各章之分析結果，提出研究發現與建議，期供我國未來類似公共政策規劃之參考。 　　藉由整過研究過程，筆者歸納主要研究發現與建議如次： 　　一、研究發現 　　（一）公共政策決策屬精英理論模式。 　　（二）似認每個問題僅有一個理想解決方案。 　　（三）規劃欠缺彈性原則及權變觀念。 　　（四）先訂框架扼殺創新方案提議。 　　（五）政策欠缺整體性與前瞻性規畫。 　　（六）政策宣導與溝通工作並未落實。 　　（七）政策方案可行性分析尚未周延。 　　（七）學者專家與政府意見連結不足。 　　二、研究建議 　　（一）先進國家政策制定過程模式之借鏡。 　　（二）強化行政部門政策規劃與分析能力。 　　（三）善用策略加強宣導與溝通協調工作。 　　（四）妥善運用學者專家知識與建議意見。 　　（五）儘速建立完善之人事管理資訊系統。