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題 名 | 電子化政府服務品質及民眾滿意程度分析--以臺北市電子化政府入口網站為研究對象=The Analysis of Service Quality and Customer Satisfaction of E-Government--Using Taipei E-Government Portal as Study Objective |
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作 者 | 楊明璧; 詹淑文; | 書刊名 | 顧客滿意學刊 |
卷 期 | 1:1 民94.03 |
頁 次 | 頁117-143 |
分類號 | 572.9 |
關鍵詞 | 電子化政府; 入口網站; 服務品質; 民眾滿意程度; E-govenment; Portal; Service quality; Customer satisfaction level; |
語 文 | 中文(Chinese) |
中文摘要 | 公共服務在今日已成為政府重要產出,而網際網路也成了政府提供服務的重要媒介之一。我國政府為了提升公共服務的品質,自民國86年起著手推動「電子化/網路化政府中程計畫」。然而,至今大部分的相關研究皆著重於電子化政府的規劃方面,對推動成效評估方面的研究則相當缺乏。本研究希望從顧客(民眾)使用滿意度的觀點切入,來對「臺北市政府入口網站」的服務品質作出成效評估。研究結果發現: 一、在十八項服務品質項目中以「單一窗口,上網洽公一次就能把事情辦好」、「提供的資料經過整理不會雜亂無章」、「將個人資料及辦理事項做好保密」、「個人化的資訊與服務」為民眾最重視之項目;「有專人處理您所表達的疑問與抱怨」及「提供最新的政府公告與市政新聞」為民眾最滿意之項目。 二、在十二項網路便民服務項目中,以「交通觀光」、「衛生保健」、「教育文化」的使用頻率最高;「工商財經」、「公共行政」、「警消安全」與「教育文化」等四項是屬於需優先改善的項目。 三、在「政府網站服務是否可取代傳統機關人員服務」方面,分析結果顯現出,大部分民眾仍認為傳統的機關人員服務是無法完全被網路服務所取代。 |
英文摘要 | The public service has become an important output of today’s government, meanwhile the Internet also become an important media for public service. Our country government In order to upgrade the quality of the public service, our country government In order to upgrade the quality of the public service, our government started impelling the “medium-range plan of electronized/Networked government” in 1997. However, most of the related researches have been emphasized in the planning of e-government, only very few have been focused on the evaluating of the program performance. Thus, this research tries to evaluate the service quality of “Taipei e=government portal” from the perspective of customer (Taipei citizen) satisfaction level. The findings are: 1. Among the 18 service quality items of the Taipei e-government portal website, customer value “one contact window with one touch for all”, “data provided is well-organized”, “personal information secured”, “personalized information and service” the most, while they are most satisfied with “dedicated person to handle questions and complains” and “provision of most updated public announcement and news”. 2. Among the 12 service items provided by the Taipei e-government portal website, “transportation and sightseeing”, “sanitary and heath care”, and “education and culture” are used most frequently, while “commerce service”, “public administration”, “police and safety” and “education and culture” need quick improvement the most. 3. It shows that most of Taipei citizen don’t believe the traditional way of public service can be replaced by web service totally. |
本系統中英文摘要資訊取自各篇刊載內容。