[論文研究] The Influence of Service Design on Public-perceived Administrative Service Quality

撰文者：高妤寧

作者：Weixia Lv_ School of Public Administration 

           Yonggui Wang_ Business School 

● 主題：服務設計對於公共感知及行政服務品質的影響，並以社會監督做為調節作用

● Abstract
此篇闡述了關於服務設計的影響，Explore the influence of service design，並有以下兩項結論：

1) Service design and social monitoring have significant effects on public-perceived administrative service quality

結論1：服務設計和社會監督對大共服務品質有顯著影響

2) Results show that service design and social monitoring have positive and direct impacts

結論2：社會監督對於服務設計有直接的影響

對於服務設計的影響有更伸一步的了解，透過本篇論文的Model顯示，

Theory background and hypotheses

透過六個層面，來測量服務設計和服務品質間的顯著關係影響，分別是Service quality, convenience, responsiveness, transparency, legitimacy, effectiveness, competence

      由此列出以下假說：

•H1 Service design has a positive effect on public-perceived administrative service quality.

•H1.1 Service design has a positive effect on convenience.

•H1.2 Service design has a positive effect on responsiveness.

•H1.3 Service design has a positive effect on transparency.

•H1.4 Service design has a positive effect on legitimacy.

•H1.5 Service design has a positive effect on effectiveness.

•H1.6 Service design has a positive effect on competence.

最後經由訪談以及問卷法，蒐集了足夠資訊並分析，而有了以下結論：

A. Service design and social monitoring have significant effects on public-perceived administrative service quality

B. Social monitoring has a negatively moderating role in the relationship between service design and responsiveness, as well as the relationship between service design and transparency