| URN | etd-0127121-101850 | Statistics | This thesis had been viewed 125 times. Download 13 times. |
| Author | Mei-Chu Ho | ||
| Author's Email Address | keelungriver218@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2020 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 96 |
| Title | The Research on the Public's Perception of the Service Quality of Volunteers in the Public Sector: Example of Keelung Employment Center | ||
| Keyword | |||
| Abstract | In the public sector, personnel are usually downsized and streamlined while the quality of service is always highly valued; therefore, lean workforce strategy is regarded as an essential goal. It's been predicted that this nation is about to become a super-aged society in 2025. If you can make good use of silver-haired manpower to join the ranks of public sector volunteers, you can achieve a win-win-win result. First, Increase opportunities for the elderly to participate in society. Second, alleviate the dilemma of insufficient manpower in the public sector. Third, let the public receive high-quality services and improve the quality of public sector services. This study explores the public's perception of the quality of volunteer service in Keelung Employment Center. Collect data through questionnaire survey. Use SPSS for statistical analysis of data. Analysis methods include narrative statistics, reliability analysis, independent sample t test, One-way ANOVA, and Paired Sample t test. Use the Important-Performance Analysis (IPA) to identify service quality gaps and improve the service quality of volunteers. The research found that: 1.In terms of quality attributes, "volunteers provide individualized services (such as reading glasses, toys)" and "volunteers wear uniforms to maintain a professional manner" expected quality and cognitive quality have very significant differences, cognitive quality is higher than expected quality. 2. In terms of dimension attributes, the "reactive" service of volunteers has very significant differences, with cognitive quality higher than expected quality. 3. From the perspective of "professionalism", "reactivity" and "empathy", there are significant differences in the expected qualities and cognitive qualities of different educators. Different income earners show significant differences in the expected quality and cognitive quality of the three dimensions of "caring," "professional," and "empathy." Keywords: employment service, volunteer service, service quality. |
||
| Advisor Committee | |||
| Files | indicate access worldwide | ||
| Date of Defense | 2020-12-28 | Date of Submission | 2021-01-27 |