博碩士論文 etd-0901108-120343 詳細資訊


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姓名 顏上晴(Shang-ching Yeh) 電子郵件信箱 E-mail 資料不公開
畢業系所 公共事務管理研究所(Public Affairs Management)
畢業學位 博士(Ph.D.) 畢業時期 96學年第2學期
論文名稱(中) Exploring internal and external service chains of electronic government services
論文名稱(英) Exploring internal and external service chains of electronic government services
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    摘要(中) 本研究建立3個模式,探討電子化政府服務中數個重要構念之間的關係。(1)內部服務鍊:探討內部行銷、內部服務品質與內部顧客滿意;(2)外部服務鍊:探討外部服務品質與外部顧客滿意;(3)內、外部服務鍊:應用服務利潤鍊與公部門服務價值鍊模式,整合探討前述構念之間的關係。
    本研究以高雄市政府市長信箱與國立科學工藝博物館文物典藏管理系統為案例,以內部顧客問卷與外部顧客問卷收集實證資料。本研究以「個人」為內、外顧客資料配對的單位,而非多數研究採用的「群組」,藉以得到較精確的衡量。分析工具為結構方程模式與廻歸分析。
    研究結果支持以下假設:(1)內部行銷對內部服務品質有顯著正向影響;(2)內部行銷對內部顧客滿意有顯著正向影響;(3)內部服務品質對內部顧客滿意有顯著正向影響;(4)外部服務品質對外部顧客滿意有顯著正向影響;唯有(5)內部顧客滿意正向影響外部服務品質的假設未獲研究支持。本研究依據研究結果,對學術界與實務界提出建議。
    摘要(英) The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains.
    Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models.
    The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.
    關鍵字(中)
  • 內部行銷
  • 電子化政府
  • 市長信箱
  • 內部服務品質
  • 外部顧客滿意
  • 外部服務品質
  • 典藏管理系統
  • 內部顧客滿意
  • 公部門服務價值鍊
  • 服務利潤鍊
  • 關鍵字(英)
  • public sector service value chain
  • internal service quality
  • external service quality
  • internal customer satisfaction
  • collection management system (CMS)
  • citizen electronic complaint system (CECS)
  • electronic government (e-government)
  • external customer satisfaction
  • service profit chain (SPC)
  • internal marketing
  • 論文目次 Abstract iii
    Acknowledgements v
    Table of Contents vii
    List of Tables ix
    List of Figures xii
    Chapter 1 Introduction 1
    1.1   Electronic government services worldwide 1
    1.2   The importance of testing the linkages among service chains 2
    1.3 A need for an integrated approach to service chains in e-government services 4
    1.4   Research questions and purposes 5
    Chapter 2 Literature review 9
    2.1   Customer-centric research in e-government 9
    2.2   Internal service chain model and its constructs 11
    2.2.1 Internal marketing and its activities 11
    2.2.2 Internal service quality and its measurement 12
    2.2.3 Internal customer satisfaction and its measurement 13
    2.2.4 Relationships among internal marketing, internal service quality, and internal customer satisfaction 14
    2.3   External service chain model and its constructs 16
    2.3.1 External service quality and its measurement 16
    2.3.2 External customer satisfaction and its measurement 17
    2.3.3 External service quality and external customer satisfaction 18
    2.4   Linking internal and external service chains 19
    2.4.1 The service profit chain 19
    2.4.2 The public sector service value chain 23
    2.5 Differences regarding constructs in the proposed models between the public and private sectors 24
    2.5.1 Internal marketing 25
    2.5.2 Internal customer perceptions 26
    2.5.3 External customer perceptions 26
    Chapter 3 The citizen electronic complaint system and the collection management system in the e-government context 29
    3.1   Citizen electronic complaint system 29
    3.1.1 Citizen electronic complaint system as a tool for e-democracy and e-participation 29
    3.1.2 Citizen electronic complaint system as seamless e-government facilitating both G2C and G2E 30
    3.1.3 The Kaohsiung Citizen Electronic Complaint System 32
    3.2   Collection management system 42
    3.2.1 Collection management system of museums as a solution for enhancing collection accessibility 42
    3.2.2 Collection management system as an e-government service provided by national museums in Taiwan 43
    3.2.3 Collection management systems worldwide 43
    3.2.4 Functionality of a collection management system 45
    3.2.5 The National Science and Technology Museum Collection Management System 48
    Chapter 4 Research methodology 61
    4.1   Research framework and hypotheses 61
    4.1.1 Internal service chain model 61
    4.1.2 External service chain model 63
    4.1.3 Internal and external service chains model 63
    4.2 Instrument development 63
    4.3   Survey setting and data collection 74
    4.4   Data aggregation 74
    4.5   Non-response bias issue 75
    Chapter 5 Data analysis and results 77
    5.1   Study 1: The Kaohsiung Citizen Electronic Complaint System 77
    5.1.1 Description of internal customers 77
    5.1.2 Description of external customers 78
    5.1.3 Examination of the internal service chain model 82
    5.1.4 Examination of the external service chain model 94
    5.1.5 Examination of the internal and external service chains model 104
    5.2 Study 2: The National Science and Technology Museum Collection Management System 119
    5.2.1 Description of users 119
    5.2.2 Self-reported usage of functions 120
    5.2.3 Examination of the service chain model 121
    Chapter 6 Discussions and conclusion 129
    6.1   Discussions of research questions and hypotheses 130
    6.2   Managerial implications 135
    6.2.1 Promoting internal marketing and internal service quality for internal customers 135
    6.2.2 Managerial implications for the Information Management Center and the Kaohsiung City Government 138
    6.2.3 Managerial implications for the Collections and Research Division and the National Science and Technology Museum 141
    6.3   Contributions and future research directions 143
    References 145
    Appendices 159
    Appendix 1. Employee survey questionnaire for the Kaohsiung Citizen Electronic Complaint System 159
    Appendix 2. Employee survey questionnaire for the National Science and Technology Museum Collection Management System 163
    Appendix 3. Citizen survey questionnaire for the Kaohsiung Citizen Electronic Complaint System 166
    Appendix 4. TableA1~A7 172
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