RDEC-RES-097-018

RDEC-RES-097-018 錇

... V...VII... XV... 1...1...3...4...8... 13...13...27...30...37... 49...49...61...93...107... 117 I

II... 117...136...171... 213...213...222 SERVQUAL... 225... 227... 231... 235... 237... 239... 245 2009 1 14... 275 2009 1 14... 281... 283... 295... 297... 301... 309

... 317... 321 165... 325... 329... 335

...7 SERVQUAL...14...17...20...24...25...31...33 ACSI...35...39 1...51 2...52 1...55 2...56...59...66...66 98...72...75...76...77 V

...88...88...89...102...103...104...111...117...136...153...172 6~8...172 165...173...192...192...215 VI

VII...9...11...16...19...32...34...44...46...62...71...99...100...108...121...121...122...123...124...125...125...126

...126...127...127...128...128...129...129...130...130...131...131...132...132...133...134...134...135...139...139...140...140 VIII...141

...141...142 143...143...144...144...145...145...146...146...147...147...148...148...149...150...151...151...152...152...156...156 IX

...157...157 158...158...159...159...160...160...161...161...162...162...163...163...164...165...165...166...167...168...169...169...170 X

...176 165...176 165...177 165...177 165...178 165...178 165...179 165...179 165...180 165...180 165...181 165...181...182 165...182 165...183 165...183 165...184 165...184 165...185 165...185 165...186 165...186 XI

...187...188...189...189...190...196...196...197...197...198...198...199...199...200...200...201...202...202...203...203 XII

...204...204...205..205...206...206...207...208...209...210...210...211 XIII

XV SOP 1990 1000 panel discussion Jick 1983: 136 triangulation

XVI

1000 165 1 2 3 1 2 3 4 XVII

XVIII 1 2

XIX 1 2009 8 19 21 2

XX 3 165 165 76.4% 49.4% 87.1% 165 77.1% 1 2 3 4

5 1 2 XXI

1990 1 American Customer Satisfaction Index, ACSI 2001 2 2008 1 customer focused Citizens First 2 http://www.rdec.gov.tw/ct.asp?xitem=19637&ctnode=8515&mp=22 1

2008 3 3 http://www.rdec.gov.tw/np.asp?ctnode=8659 2

1000 4 4 3

panel discussion 5 Jick 1983: 136 triangulation Bogdan Biklen 1998: 104 Jick 1983: 135 5 4

5 Computer Assisted Telephone Interview CATI CATI CATI

6 Mishler 1986 1 2 3

1 1 1-1 1 2009/3/04 A1 2 2009/3/16 A2 3 2009/3/16 A3 4 2009/3/18 A4 5 2009/3/19 A5 6 2009/4/02 A6 7 2009/4/17 B1 8 165 2009/4/10 B2 9 2009/3/17 C1 10 2009/3/20 C2 7

1-1 8

1-1 9

1000 165 10

1 1 2 2 3 3 4 1000 1-2 11

12

Marr 1986 Parasuraman Zeithaml Berry 1985 PZB 1985 tangibility reliability responsiveness competence courtesy credibility security access communication understanding 20 1988 1985 1985 SERVQUAL Service Quality 1988 PZB 1991 SERVQUAL 13

SERVQUAL SERVQUAL PZB 1985 1988 2-1 PZB SERVQUAL SERVQUAL PZB(1985) PZB(1988) 2-1 SERVQUAL 14

Parasuraman, Zeithaml & Berry 1988 PZB Gap Analysis Model 2007 53 PZB 2-1 2001 39-41 15

2-1 Parasuraman, Zeithmal & Berry 1985 44 customer satisfaction, CS Cardozo 1965 2-2 16

2-2 Howard & Sheth 1969 Hunt 1977 Hempel 1977 Oliver 1981 Churchill & Surprenant Woodrulff, Cadotte & Fenkins 1982 1983 Day 1984 Emotion Soloman 1991 Dovidow & Malone 1992 Engel 1993 Ostrom & Iacobucci 1995 逹 17

Kolter 1996 2001 1999 Hempel 1977: 7 Bolton Drew 1991 Oliver 1981 Oliver Desaarbo 1988 Fornell 1992 Parker 2001 Kolter 2003 perceived performance expectation 18

19 逹 2-2 2-2 2003 Parasuraman 1985 Hurley Estelami 1 2 3 4 1 2 3 4 1 2 3 4

20 1998 2004 20 2-3 2-3 1 1 2 2 3 3 4 4 5 5 1 2 3 4 5 6 2004 20

21 predicted service perceieved service expected service 6 will 2-3 1 2 3 4 6 Boulding 1993 will should ideal

22 2007 PZB Kano EGGS 2005 1999 PZB

1999 PZB SERVQUAL Cronin Taylor SERVPERF SERVice PERFormance 2002 PZB 2004 PZB SERVQUAL 112 23

1998 2001 2001 2003 2005 2007 2-4 24 2-4 1998 2000 2001 2001 2003 2004 2005

2007 2003 2-5 2-5 1 2 3 4 5? 1? 2 3 4 25

5? 6 1 2 3? 4 1 2? 3 4 5 2003 26

the Treasury Board of Canada Secretariat, TBS 2003 the management accountability framework, MAF for modern public service public managers well-managed Aligned to the vision of Results for Canadians 2003 2008 2008-2009 MAF VI Methodology Changes 2008-2009 2008 9 2009 4 27

1 2 elements public service values governance and strategic directions results and performance learning, innovation and change management policy and programs people citizen-focused service risk management stewardship accoutability public service values indicators federal departments and agencies the Treasury Board of Canada Secretariat, TBS Public Service Human Resources Management Agency of Canada, PSHRMAC specific management improvement action plans 28

2007 29

1993 National Performance Review, NPR -- NPR 1993 1997 1998 National Partnership for Reinventing Government 570 1 2 3 4 5 1999 213-214 1995 12 4 -- Puttung Customer First 95: Standards for Serving the American People 1993 cutting red tape putting customers first 30

empowering employees to get results cutting back to basics 2-6 2-6 1. 2. 1. 2. 3. 1. American Customer Satisfaction Index, ACSI ACSI ACSI 10 43 15 6 ACSI ACSI ACSI the University of Michigan's Ross School of Business 31

the National Quality Research Center, NQRC a cause-and-effect model ACSI 2-3 Clase Fornell drivers satisfaction impacts 0 100 the computer-assisted-telephone-interviewing system,cati) 250 2-3 ACSI http://www.theacsi.org/index.php 2009/01/30 32

scores 43 200 7 2-7 2-7 1. 2. 3. 1. 2. 3. 1. 2. 1. 2. 3. 1. 1. 2. ACSI http://www.theacsi.org/index.php 2009/01/30 7 2008 CSI 24 33

34 2-4 2-4 2009 1 10 http://www.theacsi.org/index.php?option=com_content&task=view&id=30&itemid=150 1994 ACSI

2-8 ACSI 2-8 ACSI 2009 1 10 ACSI http://www.theacsi.org/index.php?option=com_content&task=view&id=132&itemid=139 35

ACSI 36

1991 Citizen s Charter 3E 2002 24 Charter Mark 1997. 2003 1998 6 30 Service First-The New Citizen s Charter Open Government in the Ministry of Defense, 2001 1997 Open Government in the Ministry of Defense, 2001 2003 1 37

2 10 3 4 5 6 Cabinet Office, 2008 front-line public daily 2003 web-based self-assessment tool 2-9 Revised Charter Mark Criteria for 2003, 2003; Cabinet Office, 2008 38

2-9 1 1 2 3 2 1 2 3 4 3 1 2 3 4 1 2 3 5 1 2 39

6 1 2 Revised Charter Mark Criteria for 2003 2003 Best Value 1999 Best Value Performance Indicators, BVPI Audit Commission Performance Indicators Local Performance Indicators Best Value Performance Plan, BVPP 2005 Audit Commission 2007 45 1999 the Broads Authority 10 ( 40

) 2005 6 90 1 corporate health 11 2 11 3 12 4 13 5 5 6 9 7 9 8 5 9 4 10 3 11 3 12 11 2000 2005 90 2008 8 2007 51 0 3 Audit Commission, 2007 2007 51 1? 1 8 BV 3 BV 4 BV 90 BV 103 BV 104 BV119 BV 80 BV 111 BV 118 BV 74 BV 75 3 2007 51 41

2 2? 1 2 3? 1 25 2 1? 1 2 3 4 5 2? 1 2 20 3? 1 2 3 42

2-5 2007 55-56 43

44 2-5

Audit Commission 2007 2007 56 Comprehensive Performance Assessment, CPA best value inspection report performance indicators, PIs 2005 2-6 45

46 2-6 2005 2007 58

1 2 1 2 3 1 2 47

48

奬 奬 9 奬 1996 2007 2008 9 2008 http://www.rdec.gov.tw/ct.asp?xitem=4095497&ctnode=11347&mp=160 49

1 10 1 1 2 2 1 2 2 3 1 1 2 1 1 2 1 1 3 600 250 150 3 1000 3-1 2 2 2 700 300 2 1000 3-2 10 2007 7 23 2007 12 6 50

3-1 1 170 50 90 30 180 600 280 100 70 150 80 40 50 130 40 250 80 120 40 100 150 30 150 20 2008 51

3-2 2 700 550 150 300 200 ICT 100 2008 3 1 2 3 52

11 2001 12 2~3 95 3 97 20 97 18 97 97 97 96 97 11 97 http://www.rdec.gov.tw/ct.asp?xitem=4086994&ctnode=9852&mp=100 12 matrix of choice 93 53

54 1 2 113 113 3 奬 2007 1

2008 107 1 1 79 2 2 28 2 1 1 60 25 15 3-3 1 25 25 15 10 60 20 10 10 15 10 55

56 10 15 5 25 10 (10%) 8 3 15 15 4 2008 2 2 70 30 1 3 3-4 2 5 10 45 70 10 20 30 ICT 10 2008

57 3 1 1 2 2 30 3-5 1 ACSI Q11 Q16

2 ACSI Q15 3 ACSI Q2 Q4 Q5 Q6 Q7 Q14 4 ACSI Q3 Q8 Q9 5 58

59 3-5

60

1 3-1 61

3-1 2009 1 10 http://www.moi.gov.tw/dca/ 2 1 62

1997 10 1 ISO 11 1 2 3 4 5 6 7 8 9 10 11 http://www.ris.gov.tw/talk/doc/talkplan.doc 2 2008 78 1800 1990 3 12 56 1093 1994 5 1 53 1027 63

1998 ISO9002 ISO9002 13 1 2 3 -- 14 15 A B 65 C 13 1 -- 2 3 -- 4 2009 1 10 http://www.dahr.taipei.gov.tw/cgi-bin/sm_themepro?page=43a0e03e 14 2008 11 23 http://www.ca.taipei.gov.tw/civil/page.htm 15 2008 11 23 http://www.dahr.taipei.gov.tw/cgi-bin/sm_themepro?page=43a0e03e 64

65 D MSN 4 --

3-6 1 ( N/A ) 2 3 4 5 6 7 8 N/A 2009 1 10 http://www.cyeast.gov.tw/question/index-1.asp?m=99&m1=11&m2=43&gp=&sid=&qsid=1 N/A 3-7 4 1 2 3 5 6 7 2009 1 10 http://163.29.230.129/page4-3.php 66 1

67 (1) (2) (3) (4) / 1 National Standard of the Republic of China CNS 1951 2

A B C 3 4 / 68

ISO9001 ISO14001 ISO27001 OHSAS18001 ISO22000 TOSHMS ISO14064-1 (GHS) / ISO9001 ISO9001 (International Organization for Standardization ISO) 1987 3 2008 11 ISO14001 1996 9 ISO 2004 11 ISO27001 2005 10 ISO OHSAS18001 1999 2007 7 ISO22000 2005 9 ISO ISO9001 HACCP( ) 69

TOSHMS OHSAS 18001:2007 ISO14064-1 (GHS) / 2006 3 ISO ISO9001 2 1912 1929 1930 1931 1932 1945 1947 1967 7 1 1998 10 1999 1 26 70

3-2 3-2 2009 1 10 http://www.bsmi.gov.tw/wsite/ct?xitem=3374&ctnode=2659 71

3 1 98 3-8 1 (600 ) 3-8 98 170 501. 1.1 25 25 2.1 25 2. 25 1. 40 1.1 20 90 2. 501.2 20 2.1 50 30 30 30 72

280 1801. 1.1 60 60 2. 2.1 60 60 3. 3.1 60 30 3.2 30 1001. 1.1 40 60 2. 1.2 20 40 2.1 40 150 70 70 1.1 40 1.2 30 1.1 50 80 80 1.2 30 2 (250 ) 73

40 1.1 7 130 40 30 1.2 10 50 501.1 30 1.2 20 1.1 40 40 30 1.2 10 1. 1.1 30 120 80 50 1.2 20 2. 2.1 30 15 2.2 15 3 (150 ) 40 40 100 150 30 20 2009 1 10 98 http://www.bsmi.gov.tw/wsite/lp?ctnode=2484&ctunit=1440&basedsd=7&mp=1 74

2 满 2008 3-9 3-9 1 2 3 4 5 / 6 7 8 9 10 2009 1 10 http://www.bsmi.gov.tw/wsite/lp?ctnode=1603&ctunit=1231&basedsd=7&mp=1 75

3 满 97 8 9 30 3-10 1 2 3 4 5 6 7 8 2009 1 10 97 http://www.bsmi.gov.tw/wsite/lp?ctnode=1603&ctunit=1231&basedsd=7&mp=1 76 4 97 97 21 4 7 10 1

3-11 1 2 3 10 4 5 6 7 8 2009 1 10 http://www.bsmi.gov.tw/wsite/lp?ctnode=2484&ctunit=1440&basedsd=7&mp=1 奬 -- 77

78 16 1 A1 C2 : (A1) (C2) 16 RFP

79 (A4) (A2) B2 (A5) (A5) (A1) (A3)

80 2 (A5) OK (A4) A4 (A4) (C2) A5 (A5) A2 (A2)

81 3 A5 (A5) (A5) (A3) C2 (C2)

82 4 (A2) (A5) A4 (A4)

5 (A2) (A3) sop (C2) 6 83

84 (A4) (A5) B2 C2 C2 (C2) 7 (C2) (A5)

8 (1) (A2) (2) (A5) (3) C2 (C2) (4) (1) (A3) (2) 85

(A1) (3) (C2) 9 (1) (A5) (2) (A5) (3) B2) 86

87 1 2 3 4

3-12 3-13 3-14 3-13 88

3-14 1. 1-1 1-2 1-3 2. 2-1 2-2 2-3 2-4 2-5 2-6 2-7 3. 3-1 89

3-2 4. 4-1 4-2 4-3 5. 5-1 5-2 5-3 5-4 5-5 5-6 6. 6-1 6-2 17 6-3 6-4 6-5 6-6 7. 7-1 7-2 7-3 7-4 8. 17 90

8-1 8-2 9. 9-1 9-2 9-3 9-4 9-5 10. 10-1 10-2 e - 10-3 10-4 9 12 10-5 10-6 10-7 FAST 10-8 10-9 10-10. 11. 91

11-1 11-2 e - 11-3 11-4 9 12 11-5 11-6 11-7 FAST 11-8 11-9 12. 12-1 12-2 12-3 92

93 1 (emission inventory) 25 19 4 12

(95 6 96 7 ) (96 8 96 12 ) (96 12 ~97 12 ) EMS EMS 2 1 12 2 GSN-IDC 3 (EMS)(http://ems.epa.gov.tw) EMS 3 97 94

(EMS) 4 EMS 96 8 1 14 1 ( ) 2 e 97 8 20 ( ) 95

3 FAQ 4 17 0800 1 e 2 (EMS) 3 EMS 4 2 11 17 96

97 5 1 2 3 e e 1 GSN-IDC 2 (IWCS) 0800 FAQ 3 e

18 165 1 2 1234 3-3 3-4 1 1 165 165 165 2 2 165 18 2008 98

3 3 CRM 165 4 4 3-3 2008 99

3-4 2008 3 165 (1) 100

(2) (3) MVNO (4) (5) 165 1 101

102 2 3 3-15 3-15

3-16 3-17 3-16 103

3-17 1. 1-1 1-2 2. 2-1 2-2 2-3 2-4 2-5 2-6 2-7 3. 3-1 3-2 4. 4-1 4-2 4-3 19 5. 19 104

5-1 5-2 5-3 5-4 6. 6-1 6-2 6-3 6-4 6-5 6-6 7. 7-1 7-2 7-3 7-4 8. 8-1 8-2 9. 9-1 9-2 9-3 9-4 9-5 10. 10-1 105

10-2 10-3 10-4 165 10-5 10-6 10-7 11. 11-1 11-2 12. 12-1 12-2 12-3 12-4 12-5 106

3-8 1000 SOP 107

108 3-5 1 1 CATI 2 3 A 20 B 4 95 3 1000 5 20 6 2 1

Raking 2 3 3 1 100 2 3-18 109

1 2 20 250 1000 3 20 110

3-18 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 10 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 100 1 1 2 111

3 2 1 20 2 1000 21 3 A 22 2009 3 250 25 B A 21 22 112

25 23 5 10 B 1000 25 70 4 3 23 113

1 100 2 1 CATI 2 1 2 3 4 3 95 3 1000 4 1 114

24 -- 165 2 5 1 Raking 2 3 24 115

1 100 2 116

2009 8 19 21 1087 4-1 4-1 2009 8 19 20 21 1087 22.3% 95% 3.0 117

(Reliability and Validity Analysis) Cronbach α 25 1 2 3 4 0.816 5 6 7 1 2 3 4 5 0.823 6 25 Cuieford 1965 Cronbach s Cronbach s Cronbach s 118

(Expert Content Validity) / 1. 3.2 38.3 28.6 20.6 9.3 2. 1.5 18.7 33.9 37.9 8.1 3. ( : 8.2 60.2 12.4 4.5 14.7 ) 4. 8.3 68.2 16.4 4.4 2.7 5. 10.9 66.7 15.8 4.6 2.1 6. 7.4 61.0 19.9 2.9 8.8 7. 4.6 35.7 23.5 9.2 27.0 119

8. 1.7 20.7 30.9 16.4 30.2 9. 4.4 41.3 31.7 17.7 4.9 10. 8.3 71.5 12.3 2.8 5.1 11. 44.9 54.9 0.2 12. 4.2 64.2 24.9 4.7 1.9 13. 2.6 55.2 32.6 4.7 4.8 14. 2.6 57.5 29.6 5.5 4.8 15. 4.0 60.7 20.8 6.0 8.6 16. 6.3 48.4 18.6 4.1 22.6 17. 10.4 57.1 11.5 2.5 18.6 1 3.2% 38.3% 28.6% 20.6% 9.3% 4-1 120

4-1 2 1.5% 18.7% 33.9% 37.9% 8.1% 4-2 4-2 3 121

8.2% 60.2% 12.4% 4.5% 14.7% 4-3 4-3 1 49% 29.3% 4-4 122

4-4 2 82.7% 37.3% 27.8% 4-5 123

4-5 1 8.3% 68.2% 16.46% 4.4% 2.7% 4-124

4-6 2 10.9% 66.7% 15.8% 4.6% 2.1% 4-4-7 3 125

7.4% 61.0% 19.9% 2.9% 8.8% 4-8 4-8 4 4.6% 35.7% 23.5% 9.2% 27% 4-4-9 126

5 1.7% 20.7% 30.9% 16.4% 30.2% 4-1 4-10 6 4.4% 41.3% 31.7% 17.7% 4.9% 4-1 4-11 127

7 8.3% 71.5% 12.3% 2.8% 5.1% 4-1 4-12 8 44.9% 54.9% 0.2% 4-1 4-13 128

9 4.2% 64.2% 24.9% 4.7% 1.9% 4-14 4-14 10 2.6% 55.2% 32.6% 4.7% 4.8% 4-1 4-15 129

11 2.6% 57.5% 29.6% 5.5% 4.8% 4-1 130 4-16 12 4.0% 60.7% 20.8% 6.0% 8.6% 4-1 4-17

13 6.3% 48.4% 18.6% 4.1% 22.6% 4-18 4-18 14 10.4% 57.1% 11.5% 2.5% 18.6% 4-19 4-19 131

1 16.9% 11.7% 8.1% 4-20 2 4-20 20~29 20.4% 30~39 40~49 21.3% 4-21 4-21 132

3 33.6% 30.8% 10.8% 10.6% 4-22 4 4-22 21.0% 16.4% 16.3% 4-23 133

4-23 5 20,000-39,999 30.8% 29.5% 4-24 4-24 134

6 Raking 49.9% 50.1% 4-25 4-25 135

2009 9 4~10 125 4-2 125 30 4-2 2009 9 4 7 8 9 10 125 136

/ 1. 58.4 39.2 1.6 0.8 0.0 2. 52.8 40.0 3.2 0.8 3.2 3. 63.2 34.4 0.0 0.8 1.6 4. 5.60 45.60 1.60 0.80 46.40 5. 32.8 40.8 2.4 0.0 24.0 6. 51.2 40.0 0.0 0.0 8.8 50.00 39.34 4.92 0.82 4.92 7. 36.8 28.0 1.6 0.0 33.6 8. 28.8 26.4 3.2 0.0 41.6 9. 26.4 28.8 1.6 0.0 43.2 10. 40.0 48.0 4.8 0.0 7.2 11. 56.8 37.6 3.2 0.0 2.4 12. 16.8 82.4 0.8 ( 1_17) 13. 28.6 66.7 0.0 0.0 4.8 14. 28.6 61.9 9.5 0.0 0.0 137

15. 38.10 42.86 9.52 0.00 9.52 16. 47.62 23.81 0.00 0.00 28.57 17. 9 12 56.0 19.2 0.8 0.0 24.0 18. 9 12 60.8 20.0 0.8 0.0 18.4 19. 67.2 32.0 0.0 0.0 0.8 1 58.4% 39.2% 1.6% 0.8% 0% 4-26 138

4-26 2 52.8% 40.0% 3.2% 0.8% 3.2% 4-27 4-27 3 139

63.2% 34.4% 0% 0.8% 1.6% 4-28 4-28 4 5.6% 45.6% 1.6% 0.8% 46.4% 4-29 4-29 140

5 32.8% 40.8% 2.4% 0% 24% 4-30 4-30 6 51.2% 40% 0% 0% 8.8% 4-31 4-31 141

7 36.8% 28% 1.6% 0% 33.6% 4-32 4-32 8 28.8% 26.4% 3.2% 0% 41.6% 4-33 142

4-33 9 26.4% 28.8% 1.6% 0% 43.2% 4-34 4-34 143

10 40% 48% 4.8% 0% 7.2% 4-35 4-35 11 56.8% 37.6% 3.2% 0% 2.4% 4-36 4-36 144

12 16.8% 82.4% 0.8% 4-37 4-37 13 28.6% 66.7% 0% 0% 4.8% 4-38 4-38 145

14 28.6% 61.9% 9.5% 0% 0% 4-39 4-39 15 38.1% 42.86% 9.52% 0% 9.52% 4-40 146 4-40

16 47.62% 23.81% 0% 0% 28.57% 4-41 4-41 17 9 12 56.0% 19.2% 0.8% 0% 24% 4-42 4-42 147

18 9 12 60.8% 20% 0.8% 0% 18.4% 4-43 4-43 19 67.2% 32% 0% 0% 0.8% 4-44 148 4-44

20 30.4% 11.2% 4-45 4-45 149

1 34.4% 26.4% 16.8% 4-46 4-46 2 23.2% 12% 4-47 150

4-47 3 19,999 32% 20,000-39,999 25.6% 4-48 4-48 4 30~39 31.2% 40~49 26.4% 4-49 151

5 4-49 60.8% 39.2% 4-50 4-50 152

2009 9 4~10 122 4-3 125 125 4-3 2009 9 4 7 8 9 10 122 153

/ 1. 48.36 45.08 5.74 0.00 0.82 2. 43.44 45.90 6.56 2.46 1.64 3. 54.92 34.43 6.56 2.46 1.64 4. 49.18 40.98 6.56 1.64 1.64 5. 48.36 40.16 8.20 1.64 1.64 6. 50.00 39.34 4.92 0.82 4.92 7. 35.25 33.61 1.64 0.82 28.69 8. 31.15 36.07 4.92 1.64 26.23 9. 35.25 31.97 4.92 0.82 27.05 10. 46.72 44.26 6.56 0.00 2.46 11. 47.54 42.62 7.38 0.00 2.46 12. 51.64 45.90 2.46 ( 1_17) 154

13. 30.16 50.79 12.70 4.76 1.59 14. 30.16 53.97 14.29 0.00 1.59 15. 26.98 47.62 14.29 1.59 9.52 16. 23.81 36.51 4.76 1.59 33.33 17. 26.23 27.87 1.64 0.00 44.26 18. 27.87 27.87 0.82 0.00 43.44 19. 44.26 46.72 6.56 0.82 1.64 1 48.36% 45.08% 5.74% 0% 0.82% 4-51 155

4-51 2 43.44% 45.90% 6.65% 2.46% 1.64% 4-52 4-52 156

3 54.92% 34.43% 6.56% 2.46% 1.64% 4-53 4-53 4 49.18% 40.98% 6.56% 1.64% 1.64% 4-54 4-54 157

5 48.36% 40.16% 8.20% 1.64% 1.64% 4-55 4-55 6 50% 39.34% 4.92% 0.82% 4.92% 4-56 158 4-56

7 35.25% 33.61% 1.64% 0.82% 28.69% 4-57 4-57 8 31.15% 36.07% 4.92% 1.64% 26.23% 4-58 4-58 159

9 35.25% 31.97% 4.92% 0.82% 27.05% 4-59 4-59 10 46.72% 44.26% 6.56% 0% 2.46% 4-60 160 4-60

11 47.54% 42.62% 7.38% 0% 2.46% 4-61 4-61 12 51.64% 45.90% 2.46% 4-62 4-62 161

13 30.16% 50.79% 12.7% 4.76% 1.59% 4-63 4-63 14 30.16% 53.97% 14.26% 0% 1.59% 4-64 162 4-64

15 26.98% 47.62% 14.29% 1.59% 9.52% 4-65 4-65 16 23.81% 36.51% 4.76% 1.59% 33.33% 4-66 4-66 163

17 26.23% 27.87% 1.64% 0% 44.26% 4-67 4-67 18 27.87% 27.87% 0.82% 0% 43.44% 4-68 164

4-68 19 44.26% 46.72% 6.56% 0.82% 1.64% 4-69 4-69 165

20 46.72% 21.31% 4-70 4-70 166

1 49.18% 33.61% 14.75% 0.82% 4-71 4-71 2 47.54% / 13.93% 4-72 167

4-72 3 20,000-39,999 42.62% 40,000-59,999 22.95% 4-73 168

4-73 4 30~39 36.89% 40~49 24.59% 20~29 23.77% 4-74 4-74 169

5 65.57% 34.43% 4-75 4-75 170

165 165 2009 9 7 8 511 165 4-3 1000 95% 3 165 3000 1 110 165 2009 6 8 165 500 2500 2009 6~8 6 956 7 793 8 751 4-4 171

4-4 6 61,342 32,158 29,184 38.25% 956 7 48,887 24,700 24,187 31.70% 793 8 48,392 25,474 22,918 30.04% 751 158,621 82,332 76,289 100.00% 2,500 6 7 8 30 1 2538 2500 2538 4-5 6 4-5 6~8 1,635 5.60% 54 54 30 5.56% 14,622 50.10% 479 487 30 50.15% 12,927 44.29% 424 430 30 44.28% 29,184 100.00% 956 971 100.00% 7 1,508 6.23% 49 50 30 6.21% 10,422 43.09% 342 347 30 43.11% 12,257 50.68% 402 408 30 50.68% 24,187 100.00% 793 805 100.00% 8 1,579 6.89% 52 52 30 6.82% 7,907 34.50% 259 263 30 34.51% 172

13,432 58.61% 440 447 30 58.66% 22,918 100.00% 751 762 100.00% 4-6 165 165 4-6 165 165 2009 9 7 8 511 11.3 % 95% 4.2 173

165 / 1. 19.40 60.70 12.20 3.70 3.90 2. 27.70 63.70 7.40 0.70 0.50 3. 23.90 53.30 9.90 5.30 7.50 4. 25.00 59.60 6.20 0.70 8.50 5. 12.10 32.60 10.60 1.20 43.50 6. 27.00 49.40 6.80 5.70 11.10 7. 15.90 43.30 13.40 11.40 15.90 8. 165 ( 25.00 38.10 9.50 3.20 24.20 ) 165 12.20 87.10 0.60 165 9. 10.80 56.30 3.60 15.20 14.00 10. 23.60 44.60 27.90 3.50 0.40 11. 6.70 21.40 15.70 1.60 54.60 174

12. 9.80 44.00 2.20 0.20 43.70 ( ) 13. 23.50 42.30 13.80 3.60 16.80 14. 165 28.40 42.20 7.20 1.90 20.30 15. 165 33.00 44.40 1.10 2.20 19.30 16. 25.60 60.40 7.10 4.70 2.20 17. 22.30 61.90 5.20 1.50 9.10 18. 18.60 45.70 7.60 2.70 25.40 19. 165 16.20 39.40 19.90 13.50 10.90 1 165 50.6% 43.2% 6.3% 4-76 175

2 4-76 1 165 19.4% 60.7% 12.2% 3.7% 3.9% 4-77 4-77 165 176

2 165 23.9% 53.3% 9.9% 5.3% 7.5% 4-78 4-78 165 3 165 165 27.7% 63.7% 7.4% 0.7% 0.5% 4-79 4-79 165 177

4 165 25% 59.6% 6.2% 0.7% 8.5% 4-80 4-80 165 5 165 12.1% 32.6% 10.6% 1.2% 43.5% 4-81 178 4-81 165

6 165 27% 49.4% 6.8% 5.7% 11.1% 4-82 4-82 165 7 165 15.9% 43.3% 13.4% 11.4% 15.9% 4-83 4-83 165 179

8 165 25% 38.1% 9.5% 3.2% 24.2% 4-84 4-84 165 9 165 165 12.2% 87.1% 0.6% 4-85 4-85 165 180

10 165 165 10.8% 56.3% 3.6% 15.2% 14.0% 4-86 4-86 165 11 165 165 23.6% 44.6% 27.9% 3.5% 0.4% 4-87 4-87 165 181

12 165 165 6.7% 21.4% 15.7% 1.6% 54.6% 4-88 4-88 13 165 165 9.8% 44.0% 2.2% 0.2% 43.7% 4-89 182 4-89 165

14 165 23.5% 42.3% 13.8% 3.6% 16.8% 4 90 4-90 165 15 165 28.4% 42.2% 7.2% 1.9% 20.3% 4-91 4-91 165 183

16 165 33% 44.4% 1.1% 2.2% 19.3% 4-92 4-92 165 17 165 25.6% 60.4% 7.1% 4.7% 2.2% 4-93 184 4-93 165

18 165 165 22.3% 61.9% 5.2% 1.5% 9.1% 4-94 4-94 165 19 165 165 18.6% 45.7% 7.6% 2.7% 25.4% 4-95 4-95 165 185

20 165 165 16.2% 39.4% 19.9% 13.5% 10.9% 4-96 4-96 165 21 165 83.6% 9.3% 4-97 4-97 165 186

3 1 45.7% 25.5% 2.7% 4-98 4-98 2 21.9% 19.8% 4-99 187

4-99 3 19,999 34.5% 20,000-39,999 29.7% 200,000 0.2% 4-100 188

4-100 4 20~29 31.2% 30~39 29.5% 20 1.7% 4-101 4-101 189

5 45.9 54.1% 4-102 4-102 190

2009 9 9 10 203 4-4 1000 95% 3 14 2009 1~8 EMS 2000 200 1000 2 1 1000 4-7 191

4-7 1 46 2% 5 25 23 2 373 19% 37 185 187 3 66 3% 7 35 33 4 183 9% 18 90 92 5 392 20% 39 195 196 6 20 1% 2 10 10 7 570 29% 57 285 285 8 27 1% 3 15 14 9 110 6% 11 55 55 10 201 10% 20 100 101 11 12 1% 1 5 6 1,988 100.00% 200 1000 1,000 4-8 2009 9 9 10 203 2.9 % 192

95% 7.0 / 1. 6.3 65.4 14.4 6.5 7.4 2. 17.3 62.8 9.2 1.9 8.8 3. 20.0 61.8 5.9 0.6 11.7 4. 20.5 67.8 4.3 0.0 7.4 5. 3.5 24.2 10.1 2.0 60.2 6. 11.1 39.3 10.6 36.0 3.0 7. 7.0 38.1 6.6 4.7 43.6 8. 11.9 49.4 18.7 4.6 15.4 193

( ) 77.1 22.2 0.7 9. 11.6 57.0 23.3 7.5 0.7 10. 11.2 64.5 21.0 3.4 0.0 11. 10.1 59.8 13.8 0.0 16.3 12. 10.8 61.5 0.6 0.0 27.0 ( ) 13. 11.9 61.3 10.3 1.8 14.7 14. 17.1 51.9 11.7 3.6 15.6 15. ( 16.0 56.1 13.5 3.4 11.0 ) 194

16. 11.3 68.3 11.3 2.1 7.0 17. 10.7 50.3 19.3 5.3 14.5 18. 14.9 57.1 13.5 4.5 10.0 19. 165 10.8 12.6 11.5 4.8 60.3 1 91.4% 6.3% 4-103 195

4-103 2 1 6.3% 65.4% 14.4% 6.5% 7.4% 4-104 4-104 196

2 17.3% 62.8% 9.2% 1.9% 8.8% 4 105 4-105 3 20.5% 67.8% 4.3% 0% 7.4% 4-106 4-106 197

4 20% 61.8% 5.9% 0.6% 11.7% 4-107 4-107 5 3.5% 24.2% 10.1% 2.0% 60.2% 4-108 4-108 198

6 11.1% 39.3% 10.6% 36.0% 3.0% 4-109 4-109 7 7.0% 38.1% 6.6% 4.7% 43.6% 4-110 4-110 199

8 11.9% 49.4% 18.7% 4.6% 15.4% 4 111 4-111 9 77.1% 22.2% 0.7% 4-112 4-112 200

10 11.6% 57.0% 23.3% 7.5% 0.7% 4-113 4-113 11 11.2% 64.5% 21.0% 3.4% 0% 4-114 201

4-114 12 10.1% 59.8% 13.8% 0% 16.3% 4-115 4-115 202

13 10.8% 61.5% 0.6% 0% 27.0% 4-116 4-116 14 11.9% 61.3% 10.3% 1.8% 14.7% 4-117 4-117 203

15 17.1% 51.9% 11.7% 3.6% 15.6% 4-118 4-118 16 ( ) 16.0% 56.1% 13.5% 3.4% 11.0% 4-119 4-119 204

17 11.3% 68.3% 11.3% 2.1% 7.0% 4-120 4-120 18 10.7% 50.3% 19.3% 5.3% 14.5% 4-121 4-121 205

19 14.9% 57.1% 13.5% 4.5% 10.0% 4-122 4-122 20 10.8% 12.6% 11.5% 4.8% 60.3% 4-123 4-123 206

21 39.3% 34.5% 43.2% 4-124 4-124 207

3 1 42.2% 28.4% 24.1% 1.3% 4-125 4-125 2 61.2% 20.7% 4-126 208

4-126 3 20,000-39,999 58.3% 40,000-59,999 27.7% 4-127 209

4-127 4 30~39 45.0% 40~49 30.0% 4-128 4-128 210

5 55.1% 44.9% 4-129 4-129 211

5-1 1 2 3 4 5 213

1 2 ACSI 3 ACSI 4 ACSI 1 1998 26 2 3 26 2003 214

5-1 ( 41) ( 45) ( 52 55) (MAF) (ACSI) ( ) MAF ACSI 1. 1. 1. 2. 2. 2. 3. 3. 3. 4. 4. 1. 1. 1. 2. 2. 2. 3. 3. 215

1 2-3 2 3 4 216

217 3-5

218 3-13 3-16 1

2 219

220 2009 8 19 21 38.3% 28.6% 20.6% 46.4% 16.8% 82.4% 44.26% 165 165 43.5% 60.2%

165 76.4% 49.4% 87.1% 165 77.1% 221

222

223

224

SERVQUAL XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX ( ) XXX XXX XXX XXX XXX XXX XXX XXX XXX 2004 34-35 225

1998 26 5 1999 29 4 1999 360 18 1999 66 1999 129 1999 66 1999 1999 1999 2000 24 2 GPRA 2000 82 2000 10 1 2000 62 63 2000 227

2000 2000 2001 69 2001 26 2001 25 4 2001 18 2 2001 25 4 2001 2001 2001 2001 2002 2002 2002 228

2002 2002 2002 2002 2002 2003 2003 2003 2003 2004 2004 2004 2005 1 1 229

2005 18 1 2005 2005 2007 31 4 啓 2007 31 4 2008 10 28 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp 230

231 1 2 3 1 2 3 4 1 2 3 4 5 6 7 horizontal collaboration 8 1 2 3 4 5 6 1 2 3 1 2 3

232 4 5 6 4 5 6 1 2 3 Citizen engagement 4 1 2 3 1 2 3 4 5 6 7 1 2 3 4 5 1 2 3 4 1, 2 3 4

233 5 6 1 2 3 4 1,, 2 3 1 1 2 1 ( ) 2 3 4 1 2 3 1 2 3, 4 1 2 3 4 5 1 2 3, / 4 2008 10 28 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp

234

235 1Q 2Q 3Q 4Q 5Q 6Q 7Q MRRS The Metropolitan Medical Response System 21Q 12Q 13Q 14Q? 15Q? 16Q? 17Q 18Q 19Q 20Q?

9Q 10Q 11Q 8Q 2008 10 28 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp 236

strong acceptable opportunity for improvement attention required insufficient information not applicable, N/A 2008 10 1 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp 237

1 2 1 2 3 239

1 2 3 1 240

2 3 1 241

2 3 4 5 242

(3 ) 3 243

1 2 2007 62-66 244

2009 1 14 PM 6 30 8 00 1 2 6 0939-073465 245

246

50 10 10 10 10 10 American Customer Satisfaction Index, ACSI 247

27 1. 1. 5. 3. 600 1-3 5-3. 1-1. 1-3-2 170 2. 5-4. 3-1. 1-1-1. 1-3 1-3-1 5-5. 50 4. 5-6. 1-1-2. 5-7. 4-2. 5-8. 90 1-1-3. 30 1. N/A 7. N/A 600 1-2. 280 1-2-1. 180 1-2-2. 100 1. 4. 600 1-3. 150 7-4. 6. 1. 4-1. 6-1. 1-1. 4-2. 27 600 250 150 700 300 248

1-3-1. 70 4-3. 6-4. 1-3-2. 5. 5-1. 80 1-2. 1-3. 4. 4-3. 249

2. 1. 3. 2. 250 1-1. 3-5. 2-1. 1-1-1. 1-1-2. 2-2. 130 1-2. 2-1-1. 1-2-1. 1-2-2. 6. 40 1-4. 6-2. 2-1-2. 1-4-1. 8. 2-3. 1-4-2. 8-4. 50 2-1-3. 40 2-2. 120 2-2-1. 80 2-2-2. 40 5. 300 5-2. ICT 100 5-2-1. 100 250

5-2-2. 80 5-2-3. 50 251

4. 700 2. 2. N/A 2-1. 2-1. 4-1. 550 4-1-1. 2-2. 2-2. 2-3. 2-4. 2-3. 2-5. 4-1-2. 2-6. 2-7. 2-8. 4-1-3. 4-1-4. 252

4. 700 N/A N/A N/A 4-2. 150 4-2-1. 4-2-2. 4-2-3. 253

5. 300 N/A 4. 2. 4-3. 5-1. 8. 200 8-3. 2-1. 5-1-1. 10. 100 10-4. 5-1-2. 2-4. 60 5-1-3. 40 3. 6. 1. 3. 150 6-1. 1-1. 3-1. 6-2. 150 3-1-1. 1-2. 3-2. 1-3. 3-3. 254 100 3-1-2. 30 3-1-3. 20 3. 3-4. 4. 4-1. 4. 4-1. 4-4. 5. 5. 5-3. 5-1. 6. 5-2. 6-3. 6. 9.

9-2. 6-1. 10. 10-1. 6-2. 10-2. 10-3. 10-5. 255

N/A N/A 3. N/A 3-1. 3-2. 3-3. 4. 4-2. 7. 7-1. 7-2. 7-3. 8. 8-2. 8-1. 9. 9-1. 256

9-3. 257

258 American Customer Satisfaction Index, ACSI 1 1-1 1-2 1-3 1-1 1-1-1 1-1-2 1-2 1-2-1 1-2-2 1-3 1-3-1 1-3-2 1-4 1-4-1 1-4-2 2 2-1 2-2 2-3 3 3-1 3-2 44-1 4-2 4-3 5 5-1 6 6-1 6-2 6-1 6-2

2009 1 10 http://www.theacsi.org/index.php http://www.theacsi.org/index.php ACSI 1 2009 1 10 http://www.theacsi.org/index.php 259

1 1-1 1-2 1-3 2 2-1 2-2 2-3 2-4 2-5 2-6 2-7 2-8 3 3-1 3-2 3-3 3-4 3-5 4 4-1 4-2 4-3 citizen engagement 4-4 5 5-1 5-2 5-3 5-4 5-5 5-6 5-7 260

5-8 6 6-1 6-2 6-3 6-4 7 7-1 7-2 7-3 7-4 8 8-1 8-2 8-3 8-4 9 9-1 9-2 9-3 10 10-1 10-2 10-3 10-4 10-5 2008 10 1 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp 261

1 1-1 1-2 1-3 2 2-1 2-2 2-3 2-4 3 3-1 3-2 3-3 4 4-1 4-2 4-3 5 5-1 5-2 6 6-1 6-2 Revised Charter Mark Criteria for 2003, 2003 262

奬 1 1-1-2 1-1-1 50 1-1 170 90 1-1-3 30 1 600 1-2 280 180 1-2-2 100 1-3-1 70 1-3 150 1-3-2 80 2-1-1 40 2-1 2-1-2 50 130 2-1-3 2 40 250 2-2-1 80 2-2 120 2-2-2 40 3-1-1 100 3 3-1 3-1-2 30 150 150 3-1-3 20 2008 263

2 4-1-1 4-1-2 4-1 550 4-1-3 4 700 4-1-4 4-2-1 4-2 150 4-2-2 4-2-3 5-1-1 100 5-1 200 5-1-2 60 5-1-3 40 5 5-2-1 100 300 5-2 ICT 5-2-2 80 100 5-2-3 50 2008 264

1 2 3 4 5? 1.? 2 3 4 5? 6 1 2 3? 4 1 2? 3 4 5 2003 265

266

267 1999 46-48 28 28

2008 10 1 http://www.rdec.gov.tw/ct.asp?xitem=4086994&ctnode=9852&mp=100 268

2002 ( 15%) 85% 100 30% ( 70%) 100 20 1 1 2 3 15 4 5 100 20 30 15 15 30 15 100 70 15 100 30 15 70 269

270 15 15 30 70 100 15 15 30 70 100 2003

A F benchmarks 2 2 A A- B+ B B- C+ C C- D+ D F >=85 <85>= <75>= <67.5>= <60>= <55>= <50>= <45>= <41>= <38>= <35 (Absolute) 75 67.5 60 55 50 45 41 38 35 85 75 67.5 60 55 50 45 41 38 35 0 15 10 7.5 7.5 5 5 5 4 3 3 35 Government Performance Project (2003/9/16) 1 271

assessment scale strong acceptable opportunity for improvement attention required insufficient information not applicable, N/A 2008 10 1 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp Comprehensive Performance Assessment, CPA strong 1 strengths outweigh weakness 2 weakness outweigh strength 3 weak 4 excellent good fair weak poor 2002 11 150 22 14.67 272

5000 2005 2006 273

274

275 2009 1 14 2 6 R1 E1 (E2) E3 R2 R3 錇 R3 E3 R2

276 E2 R1 E3 R1 11 E3

277 R2 civic involvement SOP RFP SOP SOP R2 ACSI E3 R2 R3

E2 R1 17 E2 E2 R1 E2 E1 R2 278

E1 R2 E1 R2 E1 R2 E1 R2 E1 coding R2 R1 279

R2 E1 R2 R1 280

2009 1 14 2 1,000 2 1 6 1 2 3 281

4 282

283 1 1 50% 2

284 3 4

5 6 285

1 10 50 10 10 10 10 American Customer Satisfaction 286

Index, ACSI 2009 1 14 1 VS. 1 287

2 3-6 29 29 288

40 30 31 30 predicted service perceieved service will 10 30 50 31 2008 289

10 10 290

2 40 30 10 10 10 50 291

50 2 3 3 4 4.... 292

293............................

294..

2009 1 10 http://www.ris.gov.tw/talk/doc/0971031_chart.doc 295

296

297 20 20 1.. 2.. 3.. 4.. 5.. 6

298.. 7.. 8.. 9.. 10.. 11.. 12.. 13.. 14.. 15.. 16.. 17.. 18

19 20 21 22 23 24 25 26 27 299

1 2 3 4 300

screening questions 01 02 1.. 2.. 301

3.. 4.. 5.. 6.. 7 302

.. 8.. 9.. 10.. 11 303

12 13 14 15 304

16 17 1 305

2 3 20~29 30~39 40~49 50~59 60 4 5 306

6 19,999 20,000-39,999 40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 200,000 307

A 309

1_1 1_2 1_3 ( : ) 310

2_1 2_2 311

3_1 3_2 3_3 3_4 312

3_5 3_6 3_7 3_8 ( 3_14 ) / ( 3_14 ) 3_9 313

3_10 3_11 3_12 3_13 314

3_14 4_1 20~29 30~39 40~49 50~59 60 4_2 05 4_3 315

4_4 19,999 20,000-39,999 40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 200,000 4_5 316

317 1 2 3 4 5 6 7 8

9 10 11 16 12 13 14 15 16 9 12 17 9 12 18 318

1 2 3 19,999 20,000-39,999 319

40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 200,000 4 20~29 30~39 40~49 50~59 60 5 6 320

321 1 2 3 4 5 6 7 8 9 10

322 11 16 12 13 14 15 16 17 18 1

2 3 19,999 20,000-39,999 40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 323

200,000 4 20~29 30~39 40~49 50~59 60 5 6 324

325 165 165 165 1 165

2 165 165 3 165 4 165 5 165 6 165 7 165 8 14 165 165 165 9 165 10 165 11 165 12 165 13 165 14 326

15 165 165 16 165 17 165 18 165 19 1 2 327

3 19,999 20,000-39,999 40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 200,000 4 20~29 30~39 40~49 50~59 60 5 328

329

1 2 3 4 5 6 7 8 14 9330

14 11 101213 1615 17 18 19 1 2 331

3 19,999 20,000-39,999 40,000-59,999 60,000-79,999 80,000-99,999 100,000-199,999 200,000 4 20~29 30~39 332

40~49 50~59 60 5 333

2009 http://www.dahr.taipei.gov.tw/cgi-bin/sm_themepro?page=43a0e03e 2009 2 12 2009 http://www.ntat.gov.tw/county/jhongjheng_c/03_1.jsp 2009 1 10 2009http://www.moi.gov.tw/about.aspx 2009 2 12 2008http://www.moi.gov.tw/dca/ 2008 10 13 2008http://www.ris.gov.tw/talk/talk_Enter0-new.html 2008 10 13 2008 http://www.ibiblio.org/npr/nptoc.html 2008 9 30 2007 31(4) 50-62 2008 http://www.tbs-sct.gc.ca/maf-crg/index-eng.asp 2008 10 28 2007 1998 2008a 335

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2008 CSI 4 24 2005 18 1129-149 1999-4 3323-339 2005 1 1117-144 2008http://www.ca.taipei.gov.tw/civil/page.htm 2008 11 23 2009http://www.ca.taipei.gov.tw/civil/page.htm 2009 2 12 2009http://www.ntat.gov.tw/county/ntat_ch/ab401_list.jsp 2009 1 10 2002 ACSI. (2008). http://www.theacsi.org/index.php. Audit Commission. (2007). http://www.audit-commission.gov.uk/cpa/index.asp. Audit Commission.(2003). Comprehensive Performance Assessment. http://www.bvpi.gov.uk/pages/keyfaccts_step1.asp. Bogdan, RC. & Biklen, SK. (1998). Qualitative Research for Education: An Introduction to Theory and Methods. Needham Heights, MA: Allyn & Bacon Company. 337

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Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Process in Retail Settings. Journal of Retailing, 57, 25-48. Oliver, R. L. and Desarbo, W. S. (1988). Respones Determinants in Satisfaction Judgment. Journal of Consumer Research, 14, 495-507. Open Government in the Ministry of Defence. (2001). The Machinery of Government. http://www.mod.uk/issues/open_government/servicefirst.htm Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its implications for Future Research. Journal of Marketing, 49, 44. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marking, 52, 35-48. Parker, C., and Mathews, B. P. (2001). Marketing Intelligence & Planning. Bradford, 19(1), 38. Revised Charter Mark Criteria for 2003 (2003). http://www.grandsorganismes.gouv.qc.ca/cego/app/docrepository/1/biblioth eque/chartemarkcriteria.pdf. 339