With the rise of Internet, ¡§Electronic Mailbox¡¨ becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civic participation, government enables to gather public opinions and then, to transform them into knowledge resources to policy and strategy decision-making. Therefore, the service quality of Electronic Mailbox not only becomes the manifest index of e-government service, but also influences citizen¡¦s satisfaction with government services.
According to what Zeithaml et al. (2002) proposed as ¡§e-SQ model,¡¨ we set up the "e-SQ model¡¨ of Kaohsiung City Mayer¡¦s Electronic Mailbox, and bring up six dimensions as ¡§efficiency,¡¨ ¡§reliability,¡¨ ¡§fulfillment,¡¨ ¡§privacy,¡¨ ¡§responsiveness,¡¨ and ¡§empathy¡¨ to prove the proposition that ¡§Information Gap,¡¨ ¡§Design Gap¡¨ and ¡§Fulfillment Gap¡¨ do exist during the process of e-service quality delivery, especially among the manager, designer and the citizen. Through the method of interview and e-questionnaire, we confirm these propositions. The result shows that among these expectations of services, citizens would like to emphasize on ¡§operation instructions¡¨ most, subsequently ¡§ease of use,¡¨ and then ¡§politeness of responsiveness and offering interactive service.¡¨ After experiencing the services of Electronic Mailbox, citizens satisfy with ¡§operation instructions and submitting on line¡¨ the most, but almost displease with ¡§the accuracy of commitment¡¨ and ¡§degree of solving the problem,¡¨ which means the government has to understand the needs and troubles of the citizens, and then figure out some practical way to solve their problems.
At last, according to these factors, this thesis proposes certain suggestions from the viewpoints of ¡§system,¡¨ ¡§the government staff,¡¨ and ¡§the needs of citizens¡¨ in order to bridge the gap between the manager, designer, and citizen. Moreover, this thesis hopes to benefit the exercise and service quality of Electronic Mailbox and citizen¡¦s satisfaction.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0730104-123352 |
| Date | 30 July 2004 |
| Creators | Yang, Wan-jing |
| Contributors | Nai-yi Hsiao, Pin-Yu Chu, Yuan-jhe Hsiao |
| 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-0730104-123352 |
| Rights | unrestricted, Copyright information available at source archive |
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