本研究的目的為探索政府的服務品質對於顧客滿意度與顧客後續行為的影響，以金門當地民眾對政府單位辦理小三通之服務為例來進行研究，藉剖析民眾對小三通服務之滿意度與後續行為意圖，提供政府負責執行小三通的單位參考，對政府部門的服務品質之提升有所助益。本文主要以問卷作為測量的研究工具，並以金門縣具有選舉權的民眾做為研究母體；資料分析方法包括信度（Reliability）與效度（Validity）、多變量迴歸分析（Multivariate Regression）、以及線性結構關係模式（LISREL , Linear Structure Relation）等統計方法，並以SAS8.0與LISREL8.30套裝軟體作為統計分析之工具。 研究結果指出：服務品質會直接影響民眾滿意度；民眾滿意度不會直接影響民眾後續行為意圖；服務品質不會直接影響民眾後續行為意圖；服務品質不會間接影響民眾後續行為意圖。 The purpose of this research was to explore the possible relationship between the service quality of government, satisfaction and afterward intension of the government. This research also used the case study of Kinmen Mini-Three Links to explore the research purpose. The research hypothesis: there was significant relationship between the service quality of government, satisfaction and afterward intension of the government. The study employed the survey research method to determine whether a relationship exists between the dependent variable and the independent variable. The research sample was all citizens in Kinmen, Taiwan. A quantitative research analysis was utilized to test the major research hypothesis and related research hypotheses. The goal of this study was to help government officer in Taiwan understand how important it was to enhance the service quality into their organizations. The study showed a significant positive relationship between the service quality of government, satisfaction and afterward intension of the government.
