The Enhancement of Administration's Service Quality－A Case Study on Taipei City Office of Commerce
| Autor: | Tzu-Hui Huang, 黃姿惠 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 Because of globalization, governments around the world face the international competitive environment. Since administrative efficiency is highly relevant to national competitiveness, in order to enhance national competitiveness, now governments all give priority to governance performance. Thus, how to improve administrative efficiency and service quality is one of the most important and challenging task for administrations. In addition, to enhance governance capacity,other measures must be applied too, including importing the customer-oriented concept of business service, regarding customer value as the basis of administrative measures, establishing performance-oriented administrative culture, emphasizing the interaction with customers, and collecting customer's information to improve the administrative services. Therefore, in order to achieve high quality services, when the government departments implement strategic activities, they must focus on public needs, solve public problems and provide integrated services for citizens. This is a case study on administrations promote the simple administrative convenience, they should use questionnaires and conduct interviews to seek public’s opinion on their needs and satisfactions with administrations, and then implement the status analysis, reason analysis, improvement measures as well as effective tracking plan for improving service quality and the public’s satisfaction. The aim of this research is to explore whether the administration’s service quality can be improved through process innovation and total quality management (Total Quality Management, TQM); to assess the administration executives planning process and innovations; and to discuss the main factors influencing external customers’ satisfaction with administrations. Following are the conclusions of this study: 1. The administration can be improved through process innovation and total quality management (Total Quality Management, TQM) to help solve issues and improve service performance as well as public’s satisfaction. Besides, conducting polls lets administrations realize citizens’ urgent needs, thereof they may formulate policies accordingly and optimize resources. 2. To implement process innovation and to improve service quality, administrations should assess the applicants’ needs, the complexity and processing time of a case, space issues, and staffing constraint. 3. The factors affecting external customers’ satisfaction with administrations include whether the process is simplified, the review standards are the same, the staff are amiable and professional, and the administration has introduced new measures. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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