Title page for etd-0901108-120343


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URN etd-0901108-120343
Author Shang-ching Yeh
Author's Email Address No Public.
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Department Public Affairs Management
Year 2007
Semester 2
Degree Ph.D.
Type of Document
Language English
Title Exploring internal and external service chains of electronic government services
Date of Defense 2008-06-30
Page Count 194
Keyword
  • public sector service value chain
  • service profit chain (SPC)
  • external customer satisfaction
  • electronic government (e-government)
  • citizen electronic complaint system (CECS)
  • collection management system (CMS)
  • internal customer satisfaction
  • external service quality
  • internal service quality
  • internal marketing
  • Abstract 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.
    Advisory Committee
  • Chaomeng James Huang - chair
  • Lung-Teng Hu - co-chair
  • Nai-Yi Hsiao - co-chair
  • Luke Yuan-Che Hsiao - co-chair
  • Ming-rea Kao - co-chair
  • Pin-Yu Chu - advisor
  • Ya-Ching Lee - advisor
  • Files
  • etd-0901108-120343.pdf
  • indicate not accessible
    Date of Submission 2008-09-01

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