Since October 1999, Kaohsiung City Government has contracted for operating and managing senior-citizen activity centers to eight non-profit organizations. The purpose of the research is to evaluate service performance, service satisfaction and service quality of senior-citizen activity centers and explore the differences between those with contracting and without contracting. The population is the users of 23 senior-citizen activity centers of Kaohsiung City. Using structured questionnaires, face-to face interview and purposive sampling, the data was collected.
The results of study revealed: in contracting centers, women had more service satisfaction than men did. The users with lower educational backgrounds had higher service satisfaction. However, in centers without contracting, the high frequency users had higher service satisfaction. Four significant differences were found between centers with or without contracting: ¡§service satisfaction¡¨, ¡§environment and facilities¡¨, ¡§management and administration¡¨ and ¡§service attitude¡¨. The users of contracting centers gave better performance score than the users of centers without contracting. No significant difference was found in ¡§service outcome¡¨. There were five factors influenced the users¡¦ service satisfaction in contracting centers: ¡§environment and facilities¡¨, ¡§management and administration¡¨, ¡§service attitude¡¨, ¡§service outcome¡¨ and ¡§interpersonal relationships¡¨. These five factors explained 75% variance of the regression model. However, in centers without contracting, three factors influenced the users¡¦ service satisfaction: ¡§management and administration¡¨, ¡§service attitude¡¨ and ¡§interpersonal relationship¡¨. These three factors explained 72% variance of the regression model.
Furthermore, the researcher ranked the scores of service performance of the eight contracting centers and compared them with the rank list evaluated by Bureau of Social Affairs in 2004. The comparative results were not the same. It indicated that higher grade evaluated by Bureau is not necessarily got the higher levels of service performance and satisfaction experienced by users. At last, according to the results of the study, researcher provided practical guidance for policy considerations by municipal managers and administrators.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0717106-030125 |
| Date | 17 July 2006 |
| Creators | Shen, Sheng-Yao |
| Contributors | none, none, 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-0717106-030125 |
| Rights | off_campus_withheld, Copyright information available at source archive |
Page generated in 0.002 seconds