使用PZB模式於國庫集中支付業務服務品質之研究

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题名:	使用PZB模式於國庫集中支付業務服務品質之研究 Using PZB Model to study the Service Quality of the Central Disbursement Operation of the Treasury
作者:	簡彩琴 Chien, Tsai-Chin
贡献者:	企業實務管理數位學習碩士在職專班
关键词:	服務品質 PZB 政府部門 quality of service government departments
日期:	2013-05
上传时间:	2013-10-22 14:12:39 (UTC+8)
摘要:	論文名稱：使用PZB模式於國庫集中支付業務服務品質之研究總頁數：87 校(院)所組別：中國文化大學商學院國際企業管理學系畢業時間及提要別：一百零一學年度第二學期碩士學位論文提要研究生：簡彩琴指導教授：陳武倚論文提要內容：追求高品質的服務不再僅為私部門所重視的議題，政府部門的服務品質亦日益普受重視與關注，本研究目的在探討中央政府各機關之會計人員對支付業務服務品質的期望與實際接觸服務後的認知，有無落差。藉由研究分析發現服務品質的缺口及原因，並就所得資料提供政府部門做為施政規劃之參考。本研究採用PZB學者提出之 SERVQUL 服務品質衡量模式及量表為研究理論基礎，以問卷調查為研究工具，並採用Likert量表五點尺度進行衡量，建構確保性、可靠性及有形性三個研究構面。研究發現：各機關會計人員對支付業務服務品質的期望與認知之間存在服務品質落差；支付業務服務品質的期望與認知及其各構面之間的相關性達顯著水準。進而對提升支付業務服務品質提出建議：1.加強重視反映意見；2.加強內部經驗及專業之傳承；3.加強辦理業務座談會。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
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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