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題名 | 從顧客滿意觀點評估政府公務部門推動ISO 9002執行績效--勞工保險局之個案研究=The Performance Evaluation of Implementing ISO 9002 in the Public Sectors by Customers' Satisfaction Perspective: The Case Study in the Bureau of Labor Insurance |
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作者 | 石泱; Shih, Yang; |
期刊 | 空大行政學報 |
出版日期 | 20030800 |
卷期 | 13 2003.08[民92.08] |
頁次 | 頁311-339 |
分類號 | 572.92 |
語文 | chi |
關鍵詞 | 公務部門; 績效評估; 顧客滿意; 內部顧客; 外部顧客; ISO; Public sector; Performance evaluation; Customers' satisfaction; Internal customer; External customer; |
中文摘要 | 本文主要從顧客滿意的觀點評估政府公務部門推動ISO後的執行績效,並以勞工保險局為個案研究對象。在本研究中,研究者將顧客區分為內部顧客與外部顧客,並設計出外部顧客滿意度及內部顧客滿意度之測量指標。研究者採用問卷調查方式,並透過X²檢定及t檢定進行統計分析。研究結果發現,勞工保險局在推動ISO 9002後,外部顧客滿意度不但沒有增加, 反而有降低的趨勢。內部顧客則認為ISO對其個人的工作效率的提高和服務品質提升並沒有太大的助益,但對機關組織整體形象的提升上則有所幫助。整體而言,推動ISO認證對勞工保險局顧客滿意度的提高、服務品質的改善上並沒有明顯的助益。 |
英文摘要 | In this study, the performance of ISO 9002 in public sector was evaluated by customers' satisfaction, especially in the Bureau of Labor Insurance. In this paper, the customers were divided into internal and external ones. The measurable indicators included both of their satisfaction. The data was collected by survey and analyzed by Chi-square, t-test. The results revealed the followings: The external customers' satisfaction declined after ISO 9002 was implemented. The internal customers thought ISO 9002 was helpless to promote the efficiency and service quality but improved the image of the administrative organization. In conclusion, ISO 9002 was ineffective to the service quality and customers' satisfaction of the Bureau of Labor Insurance. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。