The globalization and frequent contact with other nations not only change the private enteritis but also the governments. Government offices related to the public service are seeking ways to improve their efficiency and quality of service in order to boost the competitive advantage of the country. Household Registration Offices is one of the department in the government that closely connect to people¡¦s daily life and its performance represents a part of the government performance, too. Therefore, how to improve the efficiency of administration and service quality of Household Registration Offices is one of the hottest issues currently. The goal of this paper is to investigate how to improve the service quality and satisfactions of the Household Registration Offices in communities of the Kaohsiung county area.
This research is based on the survey conducted in the communities within the Kaohsiung County, Taiwan. The design of the survey employs the modified SERVQUAL measure in the PZB service quality concept model combining with 5 major aspects of the Household Registration Offices : ¡§reliability¡¨, ¡§the ability to response¡¨, ¡¨availability¡¨, ¡§assurance¡¨ and ¡§carefulness¡¨ and the other 26 attributes to measure the difference between the service quality providing to the public and the services quality expected from the communities. Moreover, we have conducted deviation analyses on the service quality awareness and satisfaction of the Household Registration Offices according to the population variables in the communities. The analyses include statistic analyses such as description analysis, T test and ANOVA. The conclusion obtained is listed as following points:
1. The expectation to the service quality of the Household Registration Offices from the communities is between important and very important.
2. The actual satisfaction of the communities reports that the service quality provided by the Household Registration Offices is above the satisfy level.
3. The analyses show that the actual service quality observed by the communities and the expected service quality is significantly different. In general, the actual service quality provided is less than the service quality expected.
4.The statistical analyses show that variables such as ¡§gender¡¨, ¡§age¡¨, ¡¨education¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ has significant differences in the awareness of the service quality.
5. The statistical analyses show that the ¡§age¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ variables have significant differences in the level of satisfaction.
Finally, base on the conclusion of the paper, we also provide suggestions on how to improve the service quality of the Household Registration Offices and its satisfaction rate. We hope our suggestions can be served as the reference for the future studies as well as the guidelines for the government departments.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0706107-175445 |
| Date | 06 July 2007 |
| Creators | Lin, Chiang-Hung |
| Contributors | none, Daw-Yih Jang, 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-0706107-175445 |
| Rights | not_available, Copyright information available at source archive |
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