工業園區公共服務廠商滿意度與制度因素之研究The Study of the Firms’ Satisfaction to Public Services and their Institutional Factors in Industrial Parks

過去討論公共服務的研究，多數是從政府觀點的分析，缺乏探討制度因素對使用戶滿意度影響。近年來，部分文獻探討「私人政府」提供服務的議題；認為公共服務與使用戶需求結合，有助於增進其滿意度。目前政府設置工業園區提供公共服務方式有三。本文選定此三類園區，透過問卷調查與「次序羅吉特迴歸模式」，測試最可能影響廠商公共服務滿意度的制度因素。研究發現廠商對工業園區內資訊公開化和決策方式，二者感到越滿意時，其公共服務滿意度也越高。最後，本文建議公共服務的提供，應該不只是考慮政府的資源，還要思考廠商對資訊公開化和決策方式等制度因素的要求。
關鍵詞：工業園區、公共服務、制度、滿意度

Most of previous studies on public services were analyses from the perspective of government. The impacts of institutional factors on user satisfactions have often been absent. While recent studies re-exam public services in a view of ‘private government’, they have stated that user satisfactions are improved when public services match users’ needs. Currently there are three paths to offer public services in the government-run industrial parks. Based on three industrial parks in Taiwan, each executing one of above three service paths, this paper concludes some critical factors affecting user satisfactions of public services by survey and the “Ordered Logic Regression Model” testing. We find the more firms’ content with the information-opening level and decisionmaking process within the park, the more user satisfactions rise. Finally, this paper suggests government to consider users’ need about the institutional factors as well as governmental resources when offering public services.
Key words: industrial parks, public services, institution, satisfaction