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

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题名:	Using Importance-Performance Analysis (IPA) to Investigate Personnel Staffs’ Perceptions of Service Quality in Civil Service Training Center– an Example of Taichung City Government
作者:	Wu, Li-Chen
贡献者:	經營管理學系碩士在職專班
关键词:	Personnel staff;Civil service training center;Service quality;Importance-performance analysis (IPA)
日期:	2015
上传时间:	2015-11-18
出版者:	亞洲大學
摘要:	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.
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