政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/51361
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 111314/142224 (78%)
Visitors : 48347754      Online Users : 689
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/51361


    Title: 從電子化政府到行動政府： 台北市里長使用市長信箱與1999市民熱線之研究
    From e-government to m-government: li-chiefs` usage of Taipei City mayor’s e-mail box and 1999 citizen hotline
    Authors: 曾健銓
    Tseng, Chien Chuan
    Contributors: 蕭乃沂
    曾健銓
    Tseng, Chien Chuan
    Keywords: 電子化政府
    行動政府
    台北市市長信箱
    市民熱線
    村里長
    electronic government,
    mobile government
    Taipei City Mayor’s E-mail Box
    1999 Citizen Hotline
    Village-chiefs or Li-chiefs
    Date: 2010
    Issue Date: 2011-10-05 14:46:33 (UTC+8)
    Abstract: 在電子化政府的架構下，民眾最重要的數位意見反映管道可謂是民意電子信箱，然而近年全球許多城市開始建制市民熱線系統，讓民眾得以透過電話向政府反映意見，使整個互動介面更為接近「行動政府」的概念，而在台灣的行政系絡下，「村里長」扮演政府機關與一般民眾互動的中介角色，本研究嘗試了解電子信箱與市民熱線這兩項原意用於促進「直接民主」的意見反應管道，對於村里長的工作產生何種影響，並探討村里長使用電子信箱與市民熱線的情況，以及影響他們對這兩項管道滿意認同的變數。
    本研究以台北市里長及台北市市長信箱與1999市民熱線為主要標的，透過量化與質化方法的實證資料，主要發現結果包括：(1)台北市里長較常使用市民熱線，較少使用市長信箱；(2)資訊能力、對案件的時效性要求、問題難度與複雜性將影響村里長選擇市長信箱或市民熱線進行意見反映；(3)市長信箱與市民熱線對里長的正面影響包括解決村里民問題、減少工作負擔、提昇服務時效性、減少人情壓力、可有書面或電子資料備查，作為服務表現的基礎；負面影響則包括受申訴的機會增加、村里長工作有被管道取代的危機；(4)服務品質構面的「資訊可信度」、「問題解決程度」及「易用性」，有用性構面中的「解決里民問題」與「有助工作程度」五個變數對管道的滿意度有正向的影響。
    本研究根據研究發現，提出三點實務建議：(1)重視「管道問題適用性」之宣傳；(2)促進村里長與意見反映管道結合的服務綜效；(3)思考管道如何對市民產生「有用性」，以提昇公共接觸效果。
    Under the framework of E-government, e-mail is the most important response channel for citizens to interact with governments. However, many cities around the world start to build citizen hotline systems, allowing people reflect their ideas and suggestions via phone. This fact reveals the opportunities of Mobile Government. In Taiwan, Li-chiefs simultaneously reflect residents’ opinions and help delivery public services. The author tries to figure out (1) how Taipei City Mayor’s E-mail Box and 1999 Citizen Hotline affect the daily works of Li-chiefs; (2) their usage of these two response channels, and (3) what variables might affect Li-chiefs’ satisfaction toward e-mail and citizen hotlines.
    The study uses Taipei City Mayor’s E-mail Box and Taipei 1999 Citizen Hotline as case examples, and collects both qualitative and quantitative empirical data. The author finds that: (1) The Li-chiefs in Taipei use Taipei 1999 Citizen Hotline more frequently than City Mayor’s E-mail. (2) Information literacy, timeliness and task complexity will affect Li-chiefs’ motives to reflect suggestions via e-mail or citizen hotline. (3) Li-chiefs can use these two channels to solve problems and enhance timeliness. On the other hand, the response channels allow citizens to complain to Li-chiefs more easily, and the positions of Li-chiefs might be replaced by the two channels; and (4) information reliability, problem solving ability, ease of use, the effect of solving citizens’ problems, and helping Li-chiefs’ jobs will positively affect the satisfaction of the channels.
    Based on the finding, the author suggests the government should: (1) emphasize the “appropriate or right questions” when prompting the channels; (2) teach Li-chiefs how to use response channels well to create synergy; and (3) rethink how response channels produce usefulness for citizens.
    Reference: 壹、中文部分
    台北市政府(2010a)。台北市政府市長信箱使用說明，2010年5月10日取自：https://contact.taipei.gov.tw/CCLM/CLM/ASPX/CLMGHelp.aspx。
    台北市政府(2010b)。臺北市政府「市長信箱」電子信件作業要點，2010年5月10日取自台北市法規查詢系統：http://163.29.36.23/taipei/lawsystem/showmaster01.jsp?LawID=P26D2013-20081001&RealID=26-04-2013。
    台北市政府民政局(2006)。台北市里長服務手冊。台北：台北市政府民政局。
    台北市政府研考會(2008a)。台北市政府1999市民熱線現況簡介，2009年4月13日取自：
    rdec.taipei.gov.tw/site/.../41f5d954/41f60d15/488fdb4b/files/brief.pdf。
    台北市政府研考會(2008b)。「臺北市民當家熱線1999」話務服務作業規範，2009年4月13日取自：http://www.tpmc.taipei.gov.tw/site/41f5d2c5/4379442d/4382d762/files/%BBO%A5_%A5%AB%A5%C1%B7%ED%AEa%BC%F6%BDu1999%B8%DC%B0%C8%AAA%B0%C8%A7@%B7~%B3W%BDd.doc。
    台北縣政府研考會(2009)。臺北縣政府研究發展考核委員會98 年度施政計畫。2010年6月4日取自：
    http://www.rde.tpc.gov.tw/web66/_file/1397/upload/98/98-25.pdf
    古麗如(2004)。台北市政府「市長信箱」處理機制與案件內容之研究。銘傳大學公共務學碩士在職專班碩士學位論文，未出版，桃園。
    吳濟安(2004)。臺北市的電子民主經驗：以市長信箱與市民論壇檢視。中國行政評論，14(1)，59-80。
    呂育誠(2002)。台灣村里制度定位與功能之研究。行政暨政策學報，34，85-122。
    呂育誠(2010)。村里組織設計及與鄉鎮市區公所關係之探討。我國基層村里角色與功能再定位圓桌論壇，台北。
    李仲彬(2006)。電子化政府的公民使用行為:數位資訊能力與資訊素養之影響分析。資訊社會研究，11，177-218。
    邱皓政(2000)。量化研究與統計分析：SPSS中文視窗版資料分析範例解析。台北：五南。
    邱皓政(2006)。量化研究法（二）：統計原理與分析技術。台北：雙葉。
    周震平(2000)。Call Center的台灣演進史。通訊雜誌，74，102-105。
    席代麟(2010)。五都選舉後村里長制度的再定位。我國基層村里角色與功能再定位圓桌論壇，台北。
    高雄市政府(2010)。「首創市民專線免付費 撥打1999讓生活友善久久」。2010年6月1日取自：http://www.kcg.gov.tw/jsf/Headline.jsf?unid=22226d2b36d919bf485ed732bc49913626de126c。
    莊孟杰(2004)。從民眾關係管理看市長電子信箱滿意度調查。國立中山大學公共事務管理研究所碩士論文，未出版，高雄。
    陳祥、黃伸閔(2009)。民眾不同陳情管道相對效能之比較。公共行政學報，33，83-120。
    陳敦源、李仲彬、黃東益(2007)。應用資訊通訊科技可以改善「公眾接觸」嗎？台灣個案的分析。東吳政治學報，25(3)，51-92。
    陳敦源、黃東益、蕭乃沂、郭思禹(2006)。官僚回應性與內部顧客關係管理：台北市政府市長信箱個案研究。行政暨政策學報，24，143-182。
    陳敦源、蕭乃沂、蔡姍珮、郭政瑋(2001)。臺北市政府接受人民施政意見反應機制之研究。市政專題研究報告(編號：第310輯)。台北市：臺北市政府研究發展考核委員會。
    項靖(2003)。「行政單一窗口作業」。載於賴世培、項靖、宋餘俠、曾章瑞、馮震宇、吳秀光、詹中原(編)，數位化政府(375-395頁)。台北：空中大學。
    曾世忠（2003）。效率客服─客服中心的程序規劃。台北市：培生教育。
    黃東益、蕭乃沂、陳敦源(2003)。網際網路時代公民直接參與的機會與挑戰：台北市「市長電子信箱」的個案研究。東吳政治學報， 17，121-151。
    黃朝盟、吳濟安(2007)。電子化政府影響評估。研考雙月刊，31(1)，76-85。
    楊秀娟(2002)。單一窗口服務機制的推動。研考雙月刊，26(5)，30-39。
    楊秀娟(2003)。政府網路服務單一窗口。研考雙月刊，27(1)，40-49。
    楊菀菁(2004)。由服務品質缺口模式探討高雄市市長電子信箱服務品質與民眾滿意度。國立中山大學公共事務管理研究所碩士論文，未出版，高雄。
    謝呈祥(2007)。里長治理網絡之建構與發展。國立政治大學公共行政研究所碩士學位論文，未出版，台北。
    謝忠安(2008)。村里基層行政人員民主價值觀與行政裁量之探析。國立政治大學公共行政研究所碩士學位論文，未出版，台北。
    蕭乃沂、陳敦源、黃東益(2002)。 轉換民眾意見為施政知識：知識管理與資料採礦的觀點。市政專題研究報告(編號：第323輯)。台北市：臺北市政府研究發展考核委員會。
    蕭乃沂、陳敦源、黃東益(2003)。網路民主政府—台北市「市長信箱」的評估與前瞻。研考雙月刊，27(1)，100-110。
    蕭乃沂(2004)。公民關係管理與政策問題建構：以民意電子信箱為起點。國家政策季刊，3(1)，155-174。
    羅晉(2004)。網際審議式民主之實現與現實：以我國地方政府網際公共論壇為例。行政暨政策學報，39，105-142。
    貳、西文部分
    Akesson, M., & B. Edvardsson (2008). Effects of e-government on service design as perceived by employees. Managing Service Quality, 18(5), 457-478.
    Arkin, A. (1997). Hold the Production Line. People Management(3), 22-27.
    Baum, C., & A.D. Maio (2000). Gartner´s four phases of e-Government model, Retrieved August 27, 2010, from
    http://www.gartner.com/DisplayDocument?id=317292.
    Brewer, G. A., B. J. Neubauer., & K. Geiselhart (2006). Designing and implementing egovernment systems: Critical implications for public administration and democracy. Administration & Society, 38(4), 472-499.
    Brown, G., & G. Maxwell (2002).Customer Service in UK Call Centres: Organisational Perspectives and Employee Perceptions. Journal of Retailing and Consumer Services, 9, 309-316.
    Campbell, D. J. (1988). Task Complexity: A Review and Analysis. The Academy of Management Review, 13(1), 40-52.
    Carter, L., & F, Bélanger (2005). The utilization of e-government services: citizen trust innovation and acceptance factors. Information Systems Journal, 15(1), 5-25.
    Casalo, L. V., Flavian, C., & M, Guinalıu (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. The International Journal of Bank Marketing, 26(6), 399-417.
    Choi, J., Seol, H., Lee, S., Cho, H., & Y. Park (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18(3), 313-335.
    Coursey, D., & D. Norris (2008). Models of e-Government: are they correct? An empirical assessment. Public Administration Review, 68(3), 523-536.
    Garson, G. D. (2006). Public Information Technology and E-Governance: Managing the Virtual State. MA: Jones and Bartlett Publishers.
    Grimsley, M., & A. Meehan (2007). e-Government information systems: Evaluation-led design for public value and client trust. European Journal of Information Systems, 16, 134–148.
    Helms, M. M., & D. T. Mayo (2008). Assessing poor quality service: perceptions of customer service representatives. Managing Service Quality, 18(6), 610-622.
    Hiller, J. S., & F. Bélanger (2001). Privacy strategies for electronic government. Washington, DC: IBM Center for the Business of Government. Retrieved April 27, 2010, from
    http://www.businessofgovernment.org/pdfs/HillerReport.pdf
    Ho, A. T. (2002). Reinventing local governments and the e-Government Initiative. Public Administration Review, 62(4), 434-444.
    Jaiswal, A. K. (2008) Customer satisfaction and service quality measurement in Indian call centres. Managing Service Quality, 18(4), 405-416.
    Keiningham, T. L., Aksoy, L., Andreassen, T. W., Cooil, B., & B. J. Wahren (2006). Call center satisfaction and customer retention in a co-branded service context. Managing Service Quality, 16(3), 269-289.
    Kim, T.H., Im, K.H. & S.C. Park (2005). Intelligent measuring and improving model for customer satisfaction level in e-government. The Electronic Government: 4th International Conference, EGOV 2005, Copenhagen.
    Kotler, P.(2000). Marketing Management: Analysis, Planning Implementation and Control.(9th) Englewood Cliffs, New Jersey: Prentice-Hall Inc.
    Kothari, A. & J. Lackner (2006). A value based approach to management. Journal of Business & Industrial Marketing, 21(4), 243-249.
    Kumar, P. (2002). The impact of performance, cost, and competitive considerations on the relationship between satisfaction and repurchase intent in business markets. Journal of Service Research, 5(1), 55-68.
    Kushchu, I., & M. H. Kuscu (2003). From e-government to m-government: Facing the inevitable. In the Proceeding of European Conference on E-Government (ECEG 2003), Trinity College, Dublin. Retrieved May 7, 2010, from
    http://www.mgovernment.org/resurces/mgovlab_ikhk.pdf
    Layne, K., & J. Lee (2001). Developing fully functional e-Government: A four stage model. Government Information Quarterly, 18(2), 122-136.
    Lim, J. H., & S. Y. Tang (2007). Urban e-Government initiatives and environmental decision performance in Korea. Journal of Public Administration Research and Theory, 18, 109-138.
    Lee, S.M., X. Tan., & S. Trimi (2006). M-government, from rhetoric to reality: learning from leading countries. Electronic Government, 3(2), 113-126.
    Lipsky, M. (1980). Street-Level Bureaucracy: Dilemmas of the Individual in Public Services. New York: Russell Sage Foundation.
    Maynard, D. C., & M. D. Hakel (1997). Effects of Objective and Subjective Task Complexity on Performance. Human Performance, 10(4), 303-330.
    Miciak, A., & M. Desmarais (2001). Benchmarking service quality performance at business-to-business and business-to-consumer call centers. Journal of Business & Industrial Marketing, 16(5), 340-353.
    Moon, M. J. (2002). The evolution of e-government among municipalities: Rhetoric or reality? Public Administration Review, 62(4), 64-75.
    Morgeson III, F. V., & S. Mithas (2009). Does E-Government Measure Up to E-Business? Comparing End User Perceptions of U.S. Federal Government and E-Business Web Sites. Public Administration Review, 69(4), 740-752.
    Murthy, N. N., Challagalla, G. N., Vincent, L. H., & Shervani, T. A. (2008). The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation. Management Science, 54(2), 384-399.
    Mutula, S.M. (2008). Digital divide and economic development: case study of sub-Saharan Africa. The Electronic Library, 26(4), 468-489.
    Naff, K.C. (2009). Nancy Alfaro as an exemplary collaborative public manager: How customer service was aligned with customer needs. Public Administration Review, 69(3), 487-493.
    Olaru, D., Purchase, S., & N. Peterson (2008). From customer value to repurchase intentions and recommendations. Journal of Business & Industrial Marketing, 23(8), 554–565.
    Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to servers? Government Information Quarterly, 22, 38-57.
    Reddick, C. G. (2009). Factors that explain the perceived effectiveness of e-Government: A survey of United States city government information technology directors. International Journal of Electronic Government Research, 5(2), 1-15.
    Ronaghan, S. A. (2001). Benchmarking e-Government: A global perspective. New York: United Nations Division for Public Economics and Public Administration Report. Retrieved April 27, 2010, from
    http://unpan1.un.org/intradoc/groups/public/documents/un/unpan021547.pdf
    Rocheleau, B. (2007). Whither e-Government? Public Administration Review, 67(3), 584-588.
    Ruyter, K., & M.G.M. Wetzels (2000). The impact of perceived listening behavior in voice-to-voice service encounters. Journal of Service Research, 2(3), 276-284.
    Sharma, P., R. Mathur., & A. Dhawan (2009). Exploring customer reactions to offshore call centers: toward a comprehensive conceptual framework. Journal of Services Marketing, 23(5) 289–300.
    Sharma, S.K., & N.D. Gupta (2004). Web services architecture for m-government: issues and challenges. Electronic Government: An International Journal, 1(4), 462–474.
    Singh, A.K., & R. Sahu (2008). Integrating Internet, telephones, and call centers for delivering better quality e-governance to all citizens. Government Information Quarterly, 25, 477–490.
    Snellen, I. (2002). Electronic governance: implications for citizens, politicians and public servants. International Review of Administrative Sciences, 68, 183-198.
    Snellen, I., & M. Thaens (2008). From e-government to m-government: towards a new paradigm in public administration? Retrieved June, 2 2010, from
    http://unpan1.un.org/intradoc/groups/public/documents/CAIMED/UNPAN028992.pdf.
    Sukasame, N. (2004). The development of e-service in Thai government. Retrieved July, 28, 201, from:
    www.bu.ac.th/knowledgecenter/epaper/jan_june2004/nittana.pdf
    Tolbert, C. J., & K. Mossberger (2006). The effects of e-Government on trust and confidence in government. Public Administration Review, 66(3), 354-369.
    Teicher, J., O. Hughes., & N. Dow (2002). E-Government: A new route to public sector quality. Managing Service Quality, 12(6), 384-393.
    Trimi, S., & H. Sheng (2008). Emerging trends in M-GOVERNMENT. Association for Computing Machinery. Communications of the ACM, 51(5), 53-58.
    Vincent, J., & L. Harris (2009). Early Adopter" Case studies of effective mobile communications between citizens and government. In L. Budd & L. Harris, E-Governance: Managing or Governing (pp. 99-121). New York: Routledge.
    Welch, E. W., Hinnant, C. C., & M. J. Moon (2005). Linking citizen satisfaction with e-Government and trust in government. Journal of Public Administration Research and Theory, 15(3), 371-391.
    Wescott, C. (2001). E-Government in the Asia-Pacific region. Asian Journal of Political Science, 9(2), 1-24.
    West, D. M. (2004). E-Government and the transformation of service delivery and citizen attitudes. Public Administration Review, 64(1), 15-27.
    Yang, Z., Cai, S., Zhou, Z., & N. Zhou (2005). Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information & Management, 42(4), 575-589.
    Description: 碩士
    國立政治大學
    公共行政研究所
    97256004
    99
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0097256004
    Data Type: thesis
    Appears in Collections:[Department of Public Administration] Theses

    Files in This Item:

    File SizeFormat
    600401.pdf1920KbAdobe PDF21555View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback