The Improvement Strategy of Kaohsiung Mayor¡¦s Mailbox via Internal Customer Orientation
Abstract
Under the circumstances of increasing citizen demands and active participation in civil affairs, to improve citizen satisfaction and service quality is the most important things for the government. Actually, whatever the convenient public services or policy vision, these policies products will have great effects on the real life of the public through government employees¡¦ services.
In the process of policy output, government employees¡¦ attitude toward the policy will affect the policy performace, and then, leads to citizen satisfation and loyalty. To let the external customer feel satisfied must gratify the internal customer¡¦s desire first. That is to say, to offer good internal service quality to government employees will generate high loyalty to organization, and naturally, the internal customer will give the excellent service quality to external customer.
Mayor¡¦s electronic mailbox is the visualization of ¡§the Electronic Government¡¨ or ¡§the Virtual Government¡¨. In addition to providing policy information, governmental service on line, and enhancing citizen participation in public affairs by network technology, it became the vital policy instrument to implement government commitments, and supplied the grievance solving, information sharing, and policy problems construction.
This research will discuss the function of customer orientation and it¡¦s effectiveness to inside customer. It began with the present utilization of Mayor¡¦s mailbox, literature review, in-depth interview, questionnaire, and confirm the positive linkage among internal customer orientation, system management mechanism, e-service quality, and internal customer satisfaction. Data were analysed using exploratory and confirmatory factor analysis and structural equation model to test variables and constructs.
Finally, this research will put forward a series of proposals, including a short, middle, and long-term improvement strategy for the reference of Kaohsiung city government.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0829105-224909 |
| Date | 29 August 2005 |
| Creators | Yu, Rong-wal |
| Contributors | Pin-Yu Chu, Naiyi Hsiao, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829105-224909 |
| Rights | unrestricted, Copyright information available at source archive |
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