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題名 | 行政服務之績效評估=The Performance Evaluation for the Administration Service |
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作者 | 陳建平; 陳啟光; 陳坤盛; | 書刊名 | 管理學報 |
卷期 | 18:2 2001.06[民90.06] |
頁次 | 頁269-288 |
分類號 | 572.9 |
關鍵詞 | 服務績效指標; 客戶滿意度; 服務品質; 臨界值; Service performance index; Customer satisfaction; Service quality; Critical value; |
語文 | 中文(Chinese) |
中文摘要 | 如何評估行政服務效率是提昇服務業競爭力之重要課題,而 ISO 9001 2000 年版中也將強調評估顧客滿意度必須有一完整客觀的績效衡量指標及評估方法。本研究首先利用 PZB 模式之服務品質缺口觀念,針對行政業務之處理流程定義衡量服務品質之時間特性,提出每一業務單位的服務績效指標及從開始至完成服務之整體服務績效指標,同時找出個別服務績效指標及整體服務績效指標之最佳估計式。再推導出這些最佳估計式為符合非中心 t 分配乘上一個常數。並利用統計推論中的假設檢定,以最佳估計式為檢定統計量推導出臨界值(critical value),並提供一檢定程序來評估服務過程是否符合個別及整體服務績效。根據本論文所提供的檢定程序,可以廣泛提供行政機關及服務業應用於評估服務效能之客觀衡量標準。 |
英文摘要 | How to evaluate the performance of administration service is the most important factors to promote the competivity of service industry. However, in ISO 9001, the year 2000 version emphasizes that customer satisfaction should have a complete and objective performance index and evaluating method. This research used the service quality defect concept in PZB model, and to utilize the time characteristic of the service quality in processing an administration job to propose the service performance indices for each process unit and the whole department. At the mean time, the optimal estimate of the service performance for each process unit and the whole department are derived. We also derived a non-center t distribution and a test procedure by critical value to evaluate if the service process f its customers’ service performance index. The result is then used to judge the service efficiency of individual process unit and the whole department. According to the test procedures in this paper, it can be used as an objective evaluation criterion for administration and service industry. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。