臺灣博碩士論文加值系統

本論文研製之研究探討雲林地區公立就業服務中心的服務品質、補救服務措施及民眾滿意度之間的關聯性。本文實證結果顯示，民眾對於雲林地區公立就業服務站的服務品質、補救服務以及滿意度皆給予極高的評價；「性別」、「教育程度」以及「前份工作薪資」顯著影響受訪者對於服務品質的認知；「教育程度」以及「前份工作薪資」顯著影響受訪者對於補救服務之認知；「性別」顯著影響受訪者對於就業服務站之滿意度；服務品質顯著正向影響滿意度，補救服務亦正向影響滿意度。

Research on this thesis Research Explore the relationship between service quality, remedial service measures and people's satisfaction between Yunlin District Public Employment Service Center. The empirical results of this article show that the people have a high evaluation of the service quality, remedial services and satisfaction of public employment service stations in Yunlin District; "Gender", "Education" and "Proposal Work Salary" For awareness of service quality; "Education" and "Proposal Work Salary" significant reporters about the recognition of remedies; "Gender" significant influence respondents for the satisfaction of employment service stations; service quality Satisfaction, the remedial service is also impact satisfaction.

中文摘要...i
英文摘要...ii
誌謝...iii
目錄...iv
表目錄...vi
圖目錄...viii
第一章 緒論...1
　1.1 研究背景與動機...1
　1.2 研究目的...3
　1.3 研究方法與流程...4
第二章 文獻回顧...5
　2.1 公立就業服務機構...5
　2.2 服務品質...9
　　2.2.1 服務的內涵...9
　　2.2.2 品質的內涵...10
　　2.2.3 服務品質的意義...10
　　2.2.4 服務品質的衡量...11
　2.3 補救服務...12
　　2.3.1 補救服務的意義...12
　　2.3.2 補救服務的策略...13
　2.4 滿意度...14
　　2.4.1 滿意度的定義...15
　　2.4.2 滿意度的理論...16
　　2.4.3 滿意度的衡量方法...17
　2.5 服務品質、補救服務與滿意度相關研究...18
第三章 研究方法...21
　3.1 研究架構...21
　　3.1.1 研究設計...21
　　3.1.2 研究假設...22
　3.2 研究流程...23
　3.3 研究對象...24
　　3.3.1 預試問卷...24
　　3.3.2 正試問卷...24
　3.4 研究工具...24
　　3.4.1 問卷設計...24
　　3.4.2 信效度分析...25
　3.5 資料處理與分析...30
　　3.5.1描述性統計分析...30
　　3.5.2獨立樣本t檢定...31
　　3.5.3單因子變異數分析...31
　　3.5.4Pearson相關分析...31
　　3.5.5顯著水準...31
第四章 實證結果與分析...32
　4.1敘述統計...32
　　4.1.1基本資料分析...32
　　4.1.2小結...35
　4.2服務品質之分析...35
　　4.2.1服務品質現況...35
　　4.2.2不同背景統計變項在服務品質之分析...37
　　4.2.3小結...47
　4.3補救服務之分析...49
　　4.3.1補救服務現況...49
　　4.3.2不同背景統計變項在補救服務之分析...50
　　4.3.3小結...54
　4.4滿意度之分析...55
　　4.4.1滿意度現況...55
　　4.4.2不同背景統計變項在滿意度之分析...55
　　4.4.3小結...59
　4.5服務品質、補救服務及滿意度之相關分析...60
　　4.5.1服務品質及補救服務之相關...61
　　4.5.2服務品質及滿意度之相關...61
　　4.5.3補救服務及滿意度之相關...61
第五章結論與建議...63
　5.1結論...63
　5.2建議...64
參考文獻...66
附錄...70
Extended Abstract...74

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