政府服務品質獎獲獎機關背景分析 : 以第一線服務機關為例

機構典藏 > College of Business and Management > Graduate Institute & Department of Public Administration > Thesis > Item 987654321/101608

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Title:	政府服務品質獎獲獎機關背景分析 : 以第一線服務機關為例
Other Titles:	An analysis of winners' background of "Government Service Quality Award" : the case of an agency of basic service
Authors:	趙書賢;Chao, Shu-Hsien
Contributors:	淡江大學公共行政學系公共政策碩士班曾冠球;Tseng, Kuan-Chiu
Keywords:	新公共管理;政府服務品質獎;服務品質;創新;New Public Management;Government Service Quality Award;Service Quality;innovation
Date:	2014
Issue Date:	2015-05-01 16:12:00 (UTC+8)
Abstract:	受到「新公共管理」的主張與外在環境因素的影響，公部門選擇性地採取部分私部門的管理手段，用以解決公部門的問題，試圖滿足民眾的需求，改善公共服務的品質，進而推動「服務品質獎（Service Quality Award）」或類似性質的獎項來鼓勵創新行為的產生。本研究以「服務品質」與「創新」的觀點切入，探討相關因素對於「政府服務品質獎」獲獎的影響，綜觀過去的相關研究，大多集中於探討私部門的創新現象及如何改善服務品質，較少談論公部門在服務品質與創新上的表現以及探討兩者的關聯，故本研究說明服務品質與政府創新的關係，同時藉由相關服務品質獎的概念，探討影響參獎機關入圍和獲獎的因素，瞭解獲獎機關的特質，以文獻探討作為基礎，結合既存資料分析法與問卷調查法進行資料蒐集，分析相關因素與評獎結果的關係，適度補充過去研究不足之處。本研究配合敘述性統計、平均數檢定、迴歸分析等統計分析方法，針對資料進行編碼並分析，以獲獎、僅入圍、僅參獎作為評獎結果歸類的依據。研究結果發現機關領導者、資源多寡、相關成員參與狀況、參照學習獲獎機關、導入輔導機制、運用獎勵制度等因素，以及參獎機關的區域、年齡對於機關獲獎情形皆有顯著影響。依據研究發現，本研究提供參獎機關參考意見以提高獲獎可能性，建議首長除支持參獎活動外，亦應積極培養機關參照學習、加強導入輔導機制以及適度運用獎勵制度，同時建議評獎機制應依參獎機關資源分級評核、依參獎機關區域篩選評核、妥善設置知識管理系統及適度導入評獎活動輔導機制，增加評獎活動的公正性，吸引更多機關參與。 Because affected by the “New Public Management”, public sector takes some management methods of private sector to improve the quality of public services, and promote “Service Quality Award” to encourage the generation of innovative behavior. According to past studies, mostly focused on the innovative behavior of private sector and ways to improved service quality, but less discussed about the innovative behavior of public sector, so this research base on the view of “service quality” and “innovation” to explore the factor that influenced public sector to win “Government Service Quality award”. Based on a comprehensive literature review and ways of statistical analysis, this research employed secondary data analysis and questionnaire to analyze the relation of factors and result. It discovered that leadership, resource management, participants, benchmarking, mechanism of counseling, reward system, level of department, age of department were all important factors to impact on result. Finally, according to data of “Government Service Quality Award” and discovery, this research gave some good advice to enhance chances of winning an award, and further research directions are offered.
Appears in Collections:	[Graduate Institute & Department of Public Administration] Thesis

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