Font Size: a A A

The Context Of A One-stop E-government Administrative Service Center Internal Service Quality Research

Posted on:2007-11-06Degree:MasterType:Thesis
Country:ChinaCandidate:Y GaoFull Text:PDF
GTID:2206360182485179Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
Along with the establishment and constant improvement of a socialist market economic system,Administrative system reforms and innovations emerge in an endless stream,buliding a solid foundation for Legal-oriented Dovernment, Restricted Government,and Service-oriented Government. Among of these reforms and innovationSyAdministrative Service Centers whose important feature are centralized and open administrative licensing service are the most representative.In the backround of One-stop E-government,how does the administrative service center provide services satisfying the public,is a hot topic for governments and scholars.Russell M. Linden(1994)who is a famous scholars on Government re-engineering once saidxivil servants who are the government's "internal customers" determine the government's ability to provide the excellent quality of public goods and services,we must inspect government process from the internal view to overcome the limitations if only from the external view.This study investigated internal service quality of Administrative Service Center of Zhaoqing,Guangdong Province of P.R.C. and satisfaction of civil servcants from the view of "internal customers".In this paper,the "internal customers" include civil servants of window service and civil servants of core management in the Administrative Service Center. Measurements regarding internal service quality are mainly based upon theory developed by Hallowell(1996).The paper interviewed and surveyed civil servants,and use SPSS software to analyse research assumptions.The main findings of this study are as follows:Firstly,under the backround of One-stop E-Govemment,interal service of administrative service center contains six facets that is "policies and procedures","management", "goal alignment","rewards and recognition" ,"teamwork and communication" and "tools".Secondly,Demographic variables and interal service quality level of the six facets;demographic variables and satisfaction of civil servants were statistically significant.Thirdly,service quality level of the six facets were positively correlated with satisfaction of civil servants;but only "policies and procedures","goal alignment" and "rewards and recognition" play a larger role to predict the civil servant's satisfaction.This suggests among interal service quality level of the six facets,"Policies and procedures'7'goal alignment" and "rewards and recognition" have a promotion to satisfaction,but"management", "teamwork and communication" and "tools" are only the base to keep the civil servant's satisfaction.
Keywords/Search Tags:Administrative Service Center, One-stop E-Government, Internal Service Quality, Civil Servants's Satisfaction
PDF Full Text Request
Related items