Over the past years, the rapid transformation in social vironment and the vigorous political development have stimulated the public to raise
their demand for the government¡¦s administration and service quality. In order to elevate administrative effectiveness, increase competitiveness,and satisfy the public¡¦s demand for service quality, the government has
undergone government renovation, the implementation of ¡§electronic government¡¨being part of this movement. Household administration,
tax collection, traffic administration, and land administration are examples of computerization. Moreover, because the government budget is limited and affairs of land administration are complicated, it took more time to computerize land administration affairs. However, it
has been implemented for some time, and the ¡§effectiveness¡¨is to be evaluated.
¡@¡@This study was to evaluate the effectiveness and quality of the service rendered by the Land Affairs Administration of Kaohsiung County after it implemented computerization. There are various scale methods which can be used to evaluate performance and degree of satisfaction. This study adopted the PZB model, proposed by Parsuraman, Zeithaml and Berry¡]1985¡^to analyze the differences in the cognition of service quality among the public, land administration supervisors, and employees. The finding would serve as scientific foundation for the land affairs administration to improve its service quality. The major finding was classified into four categories:
(1) Some of the 25 survey items in Gap 1 and Gap 2 of service quality were rejected,
(2) All the 25 survey items in Gap 3 and Gap 5 of service quality were rejected;
(3) The satisfaction gap of the public was larger than that of paralegal service and brokers,
(4) After examining the variance of sex, age, and education of the public, it was found that age was the most powerful varable.
¡@¡@This study found that the land administration supervisors obtained higher average scores on emphasizing service quality than those obtained
by their public and employees counterparts, indicating that the supervisors attached more importance to service quality than the other
25 survey items, indicating that the administration should work hard to make things better. In addition, the public¡¦s mean score of satisfaction the brokers, indicating that the public were less satisfied than the paralegal service with the service quality offered by the land administration. This could be caused by the public¡¦s unfamiliarity with land administration laws and operating procedures, and has produced the differences in the cognition of service quality. The land affairs administration should pay attention to this phenomenon. The
performance of land 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 land affairs administration offices should do first in order to improve their service quality.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0827101-145637 |
| Date | 27 August 2001 |
| Creators | Hung, Dong-Shing |
| Contributors | Yeong-Long Lii, Ming-Shen Wang, Jong-Sen Lin, Bor-Wen Jenq |
| 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-0827101-145637 |
| Rights | unrestricted, Copyright information available at source archive |
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