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System No. U0002-0307201315203000
Title (in Chinese) 民眾滿意度在法院行政服務品質對口碑傳播影響之中介作用-以司法服務信任度為調節變項
Title (in English) The mediating effect of the public satisfaction in the effect of service quality of the court on word of mouth –the judicial service trust as a moderator.
Other Title
Institution 淡江大學
Department (in Chinese) 企業管理學系碩士在職專班
Department (in English) Department of Business Administration
Other Division
Other Division Name
Other Department/Institution
Academic Year 101
Semester 2
PublicationYear 102
Author's name (in Chinese) 李妍瑩
Author's name(in English) Yen-Ying Lee
Student ID 700610081
Degree 碩士
Language Traditional Chinese
Other Language
Date of Oral Defense 2013-05-28
Pagination 129page
Committee Member advisor - Ying-Cheng Hung
co-advisor - Yong-Sheng Chang
co-chair - 王居卿
co-chair - 張愛華
Keyword (inChinese) 法院
Keyword (in English) court
service quality
public satisfaction
judicial service trust
word of mouth
Other Keywords
Abstract (in Chinese)
Cronin & Taylor(1992)指出服務品質的好壞是民眾滿意度的前提且民眾滿意度對購買意願有顯著影響。Corbitt, Thanasankit, and Yi(2003)表示當企業的服務品質越高時,越能提高信任度。Anderson(1998)認為當消費者的期待不被滿足時,即民眾不滿意,會出現負面口碑傳播行為。
Abstract (in English)
In the past, most of public officials persist in bureaucracy manner, treat people’s need careless, lack of flexibility, and make people see the court as an unfriendly environment. As time goes by, people require more the service quality of the court. In old time, people are  responsible for acting civic duty citizenship, Government administrator is no clue how to serve people’s needs, not to mention about the service of quality (Pei-Feng Wu, 2004). This research discusses how to operate a service quality of court to improve the word of mouth by the mediating effect of the public satisfaction. And whether the judicial service trust may influence the relationship between the service quality of court and the public satisfaction. Finally we also investigate the differences on each variables by the different demographic variables.
  Cronin & Taylor (1992) pointed out that service quality is good or bad is the premise of public satisfaction and it has a significant effect on purchase intention. Corbitt, Thanasankit, and Yi (2003) indicated that when the company's service quality is higher, the more it can increase trust. Anderson (1998) thought when the consumer's expectations are not being met that the people are not satisfied and there will be negative word of mouth behavior.
  In this study, the public who have had some official experience with courts in the Greater Taipei Area (including Taiwan Taipei District Court, Taiwan High Court and Taipei High Administrative Court) would the proper subjects. For data collection, using convenient sampling, the surveys are conducted through an online google and paper based questionnaire. 158 valid questionnaires were obtained successfully. The collected data was analyzed with statistical software SPSS19.0 version using descriptive statistical analysis, reliability analysis, factory analysis & hierarchical regression analyses to verify the hypotheses.
Research hypotheses include:
1. The service quality of the court has significantly positive effect on the public satisfaction.
2. The public satisfaction has significantly positive effect on word of mouth.
3. The public satisfaction mediates the relationships between the service quality of  the court and word of mouth.
4. The judicial service trust plays a significant moderator role in the effect of the service quality of the court on public satisfaction..
5. There were significant differences among different demographic variables on the service quality of the court, public satisfaction, word of mouth and judicial service trust.
  Through data collection and questionnaire analysis, the conclusion is that the above hypotheses 1 to 2 are accepted. Hypothesis 3 is rejected that pros and cons of service quality of the court will conduct a direct result of word of mouth, does not through the mediating effect enhance public satisfaction.Hypothesis 4 is rejected that pros and cons of service quality of the court has dominant effect to public satisfaction, do not interfered by judicial service trust.Hypothesis 5 is accepted partially and especially among different demographic variables, there would be differences on every variables by different occupations.
  The empirical results shows, learning enterprise, service spirit -oriented of public opinion and efficiency administrative actions are the most important goals of courts currently. People attach great importance to the service quality of the court ,this study suggests that for facilitating responsiveness, reliability ,convenience and tangibility to promote human –based , flexible, performance and walking around management. We shall enhance public satisfaction to strengthen word of mouth, improve the shortcomings of bureaucracy and use mass media. To improve service quality through hiring professional lawyers to provide free legal advice and emphasizing judicial convenience and refinement.
Other Abstract
Table of Content (with Page Number)
目 錄	…I
表目錄	…. III
圖目錄	V
第一章 緒論	1
第一節 研究背景與動機	1
第二節 研究目的	6
第三節 研究範疇	6
第四節 研究流程	7
第二章 文獻探討	8
第一節 法院組織的現況分析	8
第二節 法院行政服務品質	16
第三節 民眾滿意度	21
第四節 司法服務信任度	27
第五節 口碑傳播	31
第三章 研究方法	35
第一節 研究架構	35
第二節 研究假設	36
第三節 研究對象與範圍	36
第四節 問卷設計	37
第五節 統計分析	44
第四章 研究結果	46
第一節 質化個案分析	46
第二節 問卷調查與樣本結構分析	53
第三節 信度分析及因素分析	59
第四節 各變項之相關分析	65
第五節 各研究變項間假設驗證	66
第六節 人口統計變項對各個變項差異分析	85 

第五章 結論、討論與建議	98
第一節 研究結論	98
第二節 研究討論	99
第三節 管理意涵	103
第四節 研究限制與建議	104
參考文獻	106
一、中文部分	106
二、英文部分	111
三、網路部分	120
附錄:本研究問卷	121
表1 法院行政服務品質之衡量題項	38
表2 民眾滿意度之衡量題項	40
表3 司法服務信任度之衡量題項	41
表4 口碑傳播之衡量題項	42
表5 各構面前測之信度分析	53
表6 樣本人口屬性統計表	56
表7 各構面之信度分析	59
表9 法院行政服務品質之因素分析、信度分析與命名	62
表10 民眾滿意度之因素分析、信度分析與命名	63
表11 司法服務信任度之因素分析、信度分析與命名	64
表12 口碑傳播之因素分析、信度分析與命名	64
表13 各研究變項間之相關分析	65
表14 法院行政服務品質對民眾滿意度分析表	66
表15 法院行政服務品質子構面對民眾滿意度分析表	67
表16 民眾滿意度對口碑傳播分析表	69
表17 民眾滿意度在法院行政服務品質對口碑傳播具有顯著中介效果之迴歸分析	70
表18 民眾滿意度在法院行政服務品質反應性對口碑傳播具有顯著中介效果之迴歸分析	73
表19 民眾滿意度在法院行政服務品質可靠性對口碑傳播具有顯著中介效果之迴歸分析	74
表20 民眾滿意度在法院行政服務品質保證性對口碑傳播具有顯著中介效果之迴歸分析	75
表21 民眾滿意度在法院行政服務品質有形性對口碑傳播具有顯著中介效果之迴歸分析	76
表21-1 人口統計變項與依變項之相關分析 ……………………………78
表22 司法服務信任度在法院行政服務品質對民眾滿意度之調節效果迴歸分析	79 

表23 司法服務信任度在法院行政服務品質反應性對民眾滿意度之調節效果迴歸分析	81
表24司法服務信任度在法院行政服務品質可靠性對民眾滿意度之調節效果迴歸分析	82
表25司法服務信任度在法院行政服務品質保證性對民眾滿意度之調節效果迴歸分析	83
表26 司法服務信任度在法院行政服務品質有形性對民眾滿意度之調節效果迴歸分析	84
表27 性別在各變項之T檢定	85
表28 婚姻在各變項之T檢定	86
表29 年齡在各變項之差異分析	87
表30 教育程度在各變項之差異分析	88
表31 職業在各變項之差異分析	90
表32 身分別在各變項之差異分析	91
表33 薪資所得(元/月)在各變項之差異分析	92
表34 曾經至法院洽公次數在各變項之差異分析	93
表35 最常(或此次)洽公法院別在各變項之差異分析	94
表36 最常(或此次)至法院洽公辦理事項之類別在各變項之差異分析	95
表37 假設驗證結果表	96
圖1 研究流程	7
圖2 司法院行政組織表系統	10
圖3 民事訴訟流程圖	14
圖4 刑事訴訟流程圖	15
圖5 行政訴訟流程圖	15
圖6 研究架構圖	35
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