Research on the service quality inspection visits: a case study of The Veterans Affairs Commission's Taipei City Veterans Service Departments
| Autor: | Hong Chih-Cheng, 洪志成 |
|---|---|
| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 It is now more than 30 years since the emergence of New Public Management (NPM) in the 1970s, under which one country after another has remolded its government and reformed public sector management with the purpose of raising national competitiveness and the quality of government services. On July 7, 2009, the Executive Yuan established the Taskforce for Enhancing Administrative Efficiency to review methods of planning improvements in government efficiency. The Veterans Affairs Commission (VAC) under the Executive Yuan, a constituent part of the administrative group, was responsible for policy promotion and implementation, while Veterans Service Departments(VSD) in each city and county were responsible for conducting work concerning such matters as education assistance, employment assistance, medical care, home-care and other general services for local veterans and their dependants. Veterans and their dependants, therefore, were the clients of the VSD, which were required conscientiously to practice “customer-oriented service” and provide the best possible service in order to raise the VAC’s overall service efficiency. As its theoretical basis, this study adopted the SERVQUAL service quality assessment model and scale developed by Parasuraman, Zeithaml and Berry, considered scales from the literature on service quality, established six research dimensions, and compared the disparities between the service beneficiaries’ (the veterans’ and their dependants’) prior expectations of service inspection visits to ascertain the Gaps in service quality. The study adopted the questionnaire method, using veterans and their dependants in Taipei City as its parent group and adopting the stratified random iii sampling method to prepare and issue 450 questionnaires, from which 405 responses were received. Quantitative analysis was then conducted using the SPSS12.0 software package. The study found that: (i) there were significant differences among veterans and their dependants in Taipei City because of variables concerning the areas in which they lived, (ii) that expectations and perceptions of service quality inspection visits were positively correlated with the research dimensions, and (iii) that as far as expectations and perceptions of service quality inspection visits and the research dimensions were concerned, apart from the dimension of quality of guarantee, all the dimensions showed significant differences, showing that there are Gap 5 (Gap between expectation and perception)requiring improvement and refinement. Further, the study provides research suggestions as regards policy formulation by the supervisory agency (the VAC), policy promotion by senior managers of Taipei City Veterans Service Departments, and policy implementation by Taipei City inspection visit service personnel, in the hope that, through concepts of “customer-oriented” service, a high degree of enthusiasm for service can be exhibited and customized services provided, satisfying the needs of veterans and their dependants, and providing a better, more appropriate quality of service inspection visit. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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