應用重要滿意度分析改善選民服務品質

An Application of Importance Performance Analysis to Improve Service Quality of Voters

選民服務是影響選舉成敗的主要因素，為深入分析研究民代所提供的服務內容是否符合選民期待，本研究以某一民意代表服務處的選民為調查對象，透過重要度－－滿意度分析（Importance Performance Analysis, IPA）方法，以探討分析民眾對所提供選民服務的滿意程度是否與民眾期待有落差，以作為未來選民服務改善之依據。研究結果顯示經常到民代服務處利用選民服務者，大多數為高中職畢業的中老年，所得不高的已婚其他職業者或家管的主婦為主要對象，他們對民代提供的選民服務的每項品質要素都感到滿意，證明了民代從政這十多年來的努力，得到大部分選民的認同和肯定。另一方面選民對部分服務品質要素的期待與實際感受仍有著品質的缺口，也提供該民代服務品質提升和改善之參考。

Voter service is the primary factor that influence an election. To investigate in depth whether services provided by legislators conform to voter expectations, this study used questionnaire surveys and the importance-performance analysis (IPA) to understand and analyze whether a gap exist between voters’ voter service satisfaction level and voters’ expectations. The results of this study can serve as references for improving future voter service. Research result shows that people who often visit legislator service centers and utilize voter services are voters who are middle-aged or elderly, have a high school or vocational school education, have low income, is married, and is employed as a homemaker or other professions. These voters are satisfied with all the quality elements provided by legislators in this study. This also evidenced that over ten years of hard work by the legislators in this study has earned the recognition of the majority of the voters. However, a quality gap still exists between the satisfaction level of research participants (voters) and their actual expectations regarding some service quality elements. This result should promote legislators in this study to continue their work on improvements.