行政人員的服務品質對服務滿意度之影響-以中華電信南投營運處為例
| Autor: | 張清森 |
|---|---|
| Rok vydání: | 2013 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 101 The purpose of this research is to investigate the relationship between administrative service quality and service satisfaction. According to the SERVQUAL, service quality measure is divided into five dimensions as theoretical background. The main object of this research is Nantou Branch office at the Administrative Management Division. There are four units, including General affairs subsection, accounting subsection, personnel subsection and supply subsection. The research framework is the relationship among the administrative service quality, personal background and service satisfaction. A total of 279 questionnaires were received and 235 effective response. All these data were analyzed by descriptive statistics, factor analysis and reliability analysis, correlation, t-test, ANOVA and regression. The major finding of this research as following: Administrative service quality and service satisfaction showed a significant positive relationship. Nine of the 22 questions to measure the quality of service and satisfaction have a significant positive relationships, one has a significant negative relationship. Only the educational degree to the perceived service of General affairs subsection and the service unit to the satisfaction of Accounting subsection and Supply subsection are different. By this study, make some recommendations to four subsections in administrative division in order to achieve the purpose of improving service quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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