Household administration is the basis of numerous administrative affairs. Generally speaking, the exercise of household data¡Ðbirth, death, marriage, divorce, adoption, guardianship, parental identification and residence changes¡Ðare basically reference to the government organizations and public and private groups. In October 1997, household administration fully implemented computerization throughout the island, and in June 1998, it passed through the government re-engineering program, with the ideas of enterprising spirit, customer-orientation, service-orientation and respect for citizens, to introduce government re-engineering to achieve the aim of new government movement. Therefore, it is more important to upgrade service quality in government agencies and to sastisfy customers¡¦ demands. However, household administration has implemented computerization for over 5 years, and the effectiveness of service quality is to be evaluated.
This study was to evaluate the effectiveness and quality of public service rendered by Household Affairs Administration of Tainan City after it implemented computerization. This study adopted the PZB model, proposed by Parsuraman, Zeithamland and Berry¡]1985¡^to analyze the differences in the Cognition of service quality among the public, household administration supervisors and employees. The model developed ¡§SERVQUAL¡¨ measurement chart of service quality, serving as scientific foundation for household affairs administration to improve its service quality and draw up managerial strategy.
The major findings are demonstrated as follows:
1. Gap examination:
The 25 items of the survey in Gap1 and Gap2 related to service quality were rejected¡Fall the 25 items in Gap3 and Gap5 of service quality were rejected; in Gap3, employees did not feel satisfied with their service quality; in Gap5, service quality of household administration was to be improved.
2. Managerial strategy¡G
Gap1, household administratiors should strengthen training in knowledge of speciality, ask colleagues to strive to be impartial in taking care of citizens applications, try to solve citizens¡¦ problems when they are in trouble, and come up with reward mechanisms to encourage morale to those whose telephone manners and service attitudes are good and kind.
Gap2 builds up Organizational Learning, reinforces systematic thinking conception, and sets up the core value of upgrading service quality.
Gap3 reinforces employees¡¦ character-building, emotional management, pressure management, communication and negotiation, and in-service training, and suggests to the superiors¡¦ time that untimely laws and regulations would be released in time.
GAP5 improves in the perspectives of working environment and service facilities, positively collecting and accepting the public opinions, performing operational standardization, reinforceing control system and stressing the importance of teamwork.
2¡BAnalysis of differences¡G
supervisors, employees, the public, paralegal and Li chiefs in Household administration would be influenced by sex¡Bage¡Boccupation and education of the public, it was found that occupation was the most powerful variable.
3¡BAnalysis of managerial matrix¡G
B area showed an urgent need for improvement. There were 11 items, and it was the most important that household administration should offer one-stop services for the public. In managerial strategy, employees should strengthen in-service training, and combine ISO 2000 measured with six standard deviations in statistics to conduct management. Through the internet¡Bmedia and news propaganda, they should reinforce the guidance for the public on household administration laws and regulations to terminate the gaps. In showing concern, employees in household administration offices should pay much attention to the management of service quality, serve the public in the same mood and coordinate with the public¡¦s needs. In managerial strategy, they should carry out household registration and public affairs according to laws, especially seal imprint registration and reassurance¡Bissuance of ID cards, and do a good duty of a good keeper, and to take precaution to be forged, transformed and counterfeited to get rid of gaps.
4¡BThis study found that supervisors in household administration obtained higher average scores on emphasizing service quality than those obtained by their public, employees, and counter parts. The results indicated that the supervisors attached more important service quality than the other groups. The performance of household affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what household affairs administration offices should do first in order to improve their service quality. In the theoretical perspective, Gap5 was the functions of Gap1, Gap2, Gap3 and Gap4 that each one of the gap was closely correlation. However, the finding was that Gap1 and Gap2 were highly negative correlation. So, the cognition between the supervisors and employees was greatly difference. To make thorough improvements was to launch the learning organization, reinforce Peter Mr. Senge¡¦s five disciplines¡Gchange mental mode, strengthen dynamic system thinking, beyond oneself, challenge oneself constantly, in-depth conversation to conduct group learning, change personal vision into the goal of organizational development and create shared vision. It finds out that the balance point of the problem upgrades the service quality and citizens¡¦ satisfaction, and creates the service-type government.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0827103-160214 |
| Date | 27 August 2003 |
| Creators | Huang, Teng-Chin |
| Contributors | Ming-Shen,Wang, Li-chu,Chiang, Jih-hwa Wu |
| 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-0827103-160214 |
| Rights | campus_withheld, Copyright information available at source archive |
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