戶政事務所乃是基層公務機構，服務品質好壞關係著政府績效的呈現，尤其是工作模式轉變成電腦操作後其服務品質滿意度是否能達到政府及民眾所期盼的結果，乃為本研究的重點。 本研究以PZB三位學者提出之服務品質觀念模式、「SERVQU-AL」量表為理論依據及研究架構，對嘉義縣戶政事務所申辦民眾及戶所員工進行問卷調查研究，其結論如下述： 一、 排序性分析得知民眾在期待和滿意程度最高問項皆為「電腦化後對受理民眾各項登記能於規定時間內完成」，戶政人員在期待與滿意程度最高問項分別是「戶政人員能正確處理民眾申辦之需求」、「電腦化後提供民眾各項登記資料能更正確無誤」。 二、 由兩者基本資料與服務品質構面透過ANOVA分析得知，在期待程度上民眾及戶政人員皆會因年齡與教育程度不同有顯著性差異，在滿意程度上民眾會因年齡與教育程度有顯著性差異，戶政人員會因年齡不同而有顯著性差異。 三、 由t檢定分析得知，在期待和滿意程度差異性分析，民眾部分在五個構面有顯著性差異；戶政人員在「可靠性」、「保證性」構面有顯著性差異。此外，民眾與戶政人員兩者間之期待程度上在「可靠性」構面有顯著性差異，滿意程度在「回應性」及「同感心」構面有顯著性差異。 A household registry is the basic government organization and its service quality shows how efficient the government is.This study was to investigate if its service quality satisfaction degree meets the needs of the government and the people involved after it’s under computerization. This study was based on the service quality modes suggested by three PZB researchers and “SERVQUAL” Measure. The researcher made a survey of the people involved and the officials of Chia-Yi County household registries. The results are as follows: 1. The people involved think the item with the highest anticipation and satisfaction degrees is :”All the tasks can be done within the required time after it’s under computerization.” The officials think the item with the highest anticipation degree is “Officials can correctly handle the tasks asked by the people involved.” and the item with the highest satisfaction degree is :”After it’s under computerization all the information provided for the people involved is more correct.” 2. With the analysis of ANOVA, both the people involved and officials show obviously differently on the anticipation degree due to the differences of ages and education backgrounds. On the satisfaction degree, the people involved show obviously differently due to the varies of ages and education backgrounds. The officials show obviously differently on the satisfaction degree due to different ages. 3. Through T Analysis, the people involved show obviously differently on the five parts according to their anticipation and satisfaction degrees. The officials show obviously differently on the parts of “reliability” and “promise.” Both the people involved and officials show obviously differently on the part of “reliability” according to the anticipation degree. They both show obviously differently on the parts of “respondence” and “sympathy” according to the satisfaction degree.
