ASIA unversity:Item 310904400/12691
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    题名: Does Convenient Measure Delight Citizen Overly Excessive?- A Case Study on The Government Convenience Service.
    作者: Chiang, Kuo-Chuan
    贡献者: Department of Business Administration
    Dr. Shuo-Chang Tsai
    关键词: Convenient measures of the government agencies;Delight;Kano Model;PZB service quality scale
    日期: 2012
    上传时间: 2012-11-18 08:57:04 (UTC+0)
    出版者: Asia University
    摘要: According to the marketing evolution, it is the era of “relationship oriented marketing” which requires to establishing long-term relationships with customers. Under the trend of government reconstituting, electronic government, knowledge-based economy, and customer-oriented services, the government institutes are no longer the supply of administrative support functions, instead, are the continuous innovation, technology and humanization convenience services. However, when delighted the customers, is it too much and does it ignore the customers’ real problems? This is what this research for. This research uses PZB service quality table to construct “household registration office convenience services”, and then uses Kano model to analyze types of convenience service qualities, and thus searches for if there is excessive delight. According to the research, the government convenience services are already too excessive, mainly on three "certain quality items”, including “setting up volunteer service area or rotating staff to approach and help people when entering the government institutes”, “scheduling rotating supervision, and implementing the management by walking around and taking the initiative to help the people", “the government institutes regularly holding tour promotion of household administration, to accept the public petition, advice and recommendations”. And one more item of "No difference in quality factor " is “the appearance of the institute”.
    显示于类别:[經營管理學系 ] 博碩士論文

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