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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
書刊名：顧客滿意學刊
作者：楊明璧／詹淑文
作者(外文)：Yang, Mirng-bih／Jan, Shu-wen
出版日期：2005
卷期：1:1
頁次：頁117-143
主題關鍵詞：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
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:0
  • 點閱點閱:25
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。
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.
期刊論文
1.Peterson, R. A.、Wilson, W. R.(1992)。Measuring Customer Satisfaction: Fact and Artifact。Journal of the Academy of Marketing Science，20(1)，61-71。  new window
2.范錚強(19990200)。先進國家網路申辦之推動現況。研考雙月刊，23(1)=209，15-21。  延伸查詢new window
3.Olson, Jerry C.、Dover, Philip(1976)。Effects of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure。Advances in Consumer Research，3，168-175。  new window
4.Dodds, W. B.、Monroe, K. B.(1990)。The Effect of Brand and Price Information on Subjective Product Evaluations。Advances in Consumer Research，12(1)，85-91。  new window
5.Oliver, R. L.(1977)。Effect of Expectation and Disconfirmation of Post-Exposure Product Evaluation: An Alternative Interpretation。Journal of Applied Psychology，62，480-486。  new window
6.蕭乃沂(20010200)。電子化政府便民應用服務的評估架構。研考雙月刊，25(1)=221，75-81。  延伸查詢new window
7.呂鴻德(19980800)。創造顧客滿意，提升國家競爭力--顧客導向的政府再造。研考雙月刊，22(4)=206，31-36。  延伸查詢new window
8.Anderson, Rolph E.(1973)。Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance。Journal of Marketing Research，10(1)，38-44。  new window
9.Olshavsky, Richard W.、Miller, John A.(1972)。Consumer Expectations, Product Performance, and Perceived Product Quality。Journal of Marketing Research，9(1)，19-21。  new window
10.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
11.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
12.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management，2(2)，149-161。  new window
13.Singh, Jagdip(1991)。Understanding the structure of consumers' satisfaction evaluations of service delivery。Journal of the Academy of Marketing Science，19(3)，223-244。  new window
14.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review，61(5)，64-75。  new window
15.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
16.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
17.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
18.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
19.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
會議論文
1.Swan, J. E.、Trawick, I. F.(1980)。Inferred and Perceived Disconfirmation in Consumer Satisfaction, Marketing in the 80s。The AMA Educators Conference。Chicago。97-101。  new window
2.楊明璧、謝培仁、陳世偉(2002)。民眾使用政府電子化政府服務滿意程度分析--以電子化政府入口網站為例。服務、創新與績效-21世紀電子化政府的願景研討會，(會議日期: 3月1日)。臺北：研考會。65-89。  延伸查詢new window
3.Czepiel, John A.、Larry, J. Rosenberg、Akerele, Adebayo(1974)。Perspectives on Consumer Satisfaction119-123。  new window
學位論文
1.鄭傑升(2001)。從民眾使用的觀點建構電子化政府推動成效評估量表(碩士論文)。元智大學，桃園。  延伸查詢new window
2.詹淑文(2002)。我國電子化政府民眾滿意度之研究--以台北市政府網站為例(碩士論文)。國立臺北大學。  延伸查詢new window
圖書
1.Kotler, P.(1993)。Marketing Management: Analysis, Planning, Implementation and Control。Englewood Cliffs, NJ：Prentice-Hall。  new window
2.Hayes, B. E(1998)。Measuring Customer Satisfaction。Wisconsin：ASQ Quality Press。  new window
3.郭振鶴(1999)。行銷研究。臺北：華泰文化事業公司。  延伸查詢new window
4.Roscoe, J. T.(1975)。Fundamental Research Statistics for the Behavioral Sciences。Holt, Rinehart and Winston。  new window
5.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
6.Guilford, Joy Paul(1965)。Fundamental Statistics in Psychology and Education。McGraw-Hill。  new window
其他
1.OECD(2001)。The Hidden Threat to E-Government Avoiding large government IT failures [R/OL]，http://www.oecd.org。  new window
2.Federal Quality Institute(1991)。Introduction to Total Quality Management，Soft Cover。  new window
圖書論文
1.Oliver, R. L.(1979)。Alternative Conceptions of the Motivation Constructs in Expectancy Theory。Sales Management: New Developments from Behavioral and Decision Model Research。Cambridge, MA：Marketing Science Institute。  new window
 
 
 
 
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