Using Importance-Performance Analysis (IPA) to Investigate Personnel Staffs’ Perceptions of Service Quality in Civil Service Training Center– an Example of Taichung City Government

ASIAIR > College of Management > Department of Business Administration > Theses & dissertations > Item 310904400/95711

Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/95711

Title:	Using Importance-Performance Analysis (IPA) to Investigate Personnel Staffs’ Perceptions of Service Quality in Civil Service Training Center– an Example of Taichung City Government
Authors:	Wu, Li-Chen
Contributors:	經營管理學系碩士在職專班
Keywords:	Personnel staff;Civil service training center;Service quality;Importance-performance analysis (IPA)
Date:	2015
Issue Date:	2015-11-18
Publisher:	亞洲大學
Abstract:	This study uses SERVQUAL questionnaire designed by Parasuraman et al. (1988) to investigate personnel staffs’ perceptions of service quality in civil service training center of Taichung city government. Then, importance-performance analysis (IPA) presented by Martilla and James (1977) is used to analyze the gaps between perceptions and expectations of the personnel staffs, regarding the services provided by civil service training center. The results show that two attributes, “the center has advanced equipment and computer facilities” and “the center can offer available the shared computers for dealing with urgent business” are categorized as “concentrate here”. Finally, this study gives some recommendations to improve service quality of the civil service training center.
Appears in Collections:	[Department of Business Administration] Theses & dissertations

Files in This Item:

File	Description	Size	Format
index.html		0Kb	HTML	260	View/Open

View Licence