| URN | etd-0126121-121149 | Statistics | This thesis had been viewed 133 times. Download 16 times. |
| Author | Wen- Pang Wang | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2020 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 69 |
| Title | A Study of Public Perception of Court Service Quality Using the Importance-Performance Analysis (IPA) Model | ||
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| Abstract | The research participants of this study were individuals who went to a courthouse for various reasons. A questionnaire was randomly distributed on site to explore visitors¡¦ satisfaction with court service quality and the performance value they attached to each service quality parameters. Subsequently, conclusions and suggestions were proposed. We hope to provide directions for judicial reform and to increase the court¡¦s service quality for citizens. To understand people¡¦s satisfaction with, and the performance value they attached to, court service quality, this study utilized reliability analysis, descriptive statistics, t-test, one-way analysis of variance, and the performance value¡Vperformance analysis model to research and analyze the items in the questionnaire, each of which covering an attribute of service quality. The results are as follows: The reliability analysis indicated that, overall, satisfaction and performance value results were both highly reliable and consistent. As for the constructs of service quality, none of the satisfaction constructs reached statistical significance, whereas only age and education level among the performance value constructs exhibited significant differences. Regarding the importance¡Vperformance analysis model, the participants were most satisfied with and attached most importance to the item, ¡§court personnel properly protect people¡¦s privacy.¡¨ They were least satisfied with and attached least importance to the item, ¡§the food at the employee restaurant at the court is delicious.¡¨ The item, ¡§the court handles people¡¦s applications with efficiency, ¡¨ which was in the fourth quadrant, was found to be the area most in need of improvement. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2020-12-28 | Date of Submission | 2021-01-27 |