關鍵詞：服務品質、PZB、政府部門
Using PZB Model to study the Service Quality of the Central Disbursement Operation of the Treasury
Student: Tsai-Ching Chien Advisor: Prof. Wuu-Yee Chen
Chinese Culture University
ABSTRACT
The issue of pursuiting high quality of service is not only important for the private sector, but also the government departments. It had been increasingly attentioned and concerned day by day. The purpose of this study was to investigate the difference between expectations of payment business service quality and the actual contact service of accounting staff of the central government organazations. By analyzing the gap of service quality and its causes from the study, this reference can provide to government department for future administrative plans.
Based on the theory proposed by PZB, this study adapts the model of the SERVQUL. The questionnaire is used as a research tool. Morever, it uses a Likert scale to do investigation, construct three dimensions, assurance, reliability and tangible .
Investigating the study, it shows that the gap of expectations of payment business service quality and the actual contact service of accounting staff of the central government organazations is existed. The standard and relative relationship betwwen the quality expectations, cognitive, and its dimensions had been achieved. The quality of payment business service can thus be promoted. The first one is to enhance paying attention to reflected comments. The second one is to strengthen and pass internal experience to next generation. The third one is to strengthen transacting business forum.
Key words: quality of service, PZB, government departments
