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博碩士論文 etd-0622117-094839 詳細資訊
Title page for etd-0622117-094839
論文名稱
Title
律師服務品質暨滿意度之研究
The Research of the Quality of Lawyers Services and Satisfaction
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
100
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2017-06-03
繳交日期
Date of Submission
2017-08-21
關鍵字
Keywords
服務品質、重要性、滿意度
Satisfaction, Service Quality, Importance
統計
Statistics
本論文已被瀏覽 5886 次,被下載 188
The thesis/dissertation has been browsed 5886 times, has been downloaded 188 times.
中文摘要
近年來因律師錄取人數大量增加,且未採行律師專科制度、律師行銷觀念不健全、市場監督功能不彰等因素,導致律師服務品質的問題日趨重要。本研究希望透過問卷調查的方式,探討民眾與律師對於律師服務品質的構面與項目的重視程度是否存有落差,且調查民眾對於律師服務品質的構面與項目的滿意程度,期望可以作為一般民眾選擇律師的參考,也能作為執業律師提升服務品質的方針。
本文以PZB服務品質評量模式與顧客滿意的理論為基礎,依據修正的SERVQUAL量表為原型,針對律師行業的特性,列出可能影響律師服務品質的因素,對於不特定民眾與律師進行問卷調查,以問卷結果進行實證分析。
研究結論如下:
一、 民眾與律師對於律師服務品質之構面的重要性認知,並無明顯落差。
二、 民眾與律師對於服務品質各項目的重要性看法上,具有高度相似性。
三、 不同性別的民眾,在服務品質反應性構面的重要性認知上,有達到顯著差異;不同年收入民眾在服務品質保障性構面的重要性認知上,亦有達到顯著差異。其餘不同背景民眾,對服務品質構面的重要性認知上,並無明顯差異。
四、 不同背景律師,對於服務品質各構面的重要性認知上,並無顯著差異。
五、 民眾對律師服務品質的保障性構面之滿意度最高,對實體性構面的滿意度最低。
六、 民眾對服務品質的重視程度與滿意度具有高度正相關。
七、 不同居住所與年收入的民眾在服務品質實體性構面的滿意程度,有達到顯著差異;其餘不同背景民眾,對服務品質構面的滿意程度,並無明顯差異。
Abstract
In recent years the number of people having passed the Qualified Lawyers Examination has increased enormously. However, due to the factors of no adoption of specialist system for lawyers, incomplete marketing concept of lawyers and poor monitoring function of the market, the issue of lawyer service quality has become more and more important. The study attempts to use the way of questionnaire survey to explore whether there is a difference between the general public and lawyers in valuing the dimensions and items of lawyer service quality, and to investigate the general public’s satisfaction with the dimensions and items of lawyer service quality. It is hoped that the research results can be a reference for the general public in choosing lawyers, and be a direction for the practicing lawyers to improve their service quality.
Focusing on the characteristics of the legal field, the paper takes PZB Service Quality Model and customer satisfaction theory as the foundation, and uses SERVQUAL, a questionnaire scale, as the prototype, and then lists out the factors that may affect lawyer service quality. The citizens and lawyers participating in the questionnaire survey were not certain specific types of people. The questionnaire results were employed to conduct validation analysis.
The conclusions drawn by the study are as follows:
1.Between the public and lawyers, there is no significant difference in the cognition of the importance of the dimensions of lawyer service quality.
2.Between the public and lawyers, there is a high similarity in the viewpoints on the importance of different items of lawyer service quality.
3.Between citizens of two genders, there is significant difference in the cognition of the importance of the responsiveness dimension of lawyer service quality. Among citizens with different annual incomes, there is significant difference in the cognition of the importance of the assurance dimension of lawyer service quality. As to other citizens with different backgrounds, there is no significant difference in the cognition of the importance of lawyer service quality dimensions.
4.Among lawyers with different backgrounds, there is no significant difference in the cognition of the importance of different dimensions of lawyer service quality.
5.The general public has the highest satisfaction with the assurance dimension of lawyer service quality, but have the lowest satisfaction with the tangibles dimension.
6.There is a highly positive correlation between the general public’s valuing of and satisfaction with lawyer service quality.
7.Among citizens with different residences and different annual incomes, there is significant difference in their satisfaction with the tangibles dimension of lawyer service quality. As to other citizens with different backgrounds, there is no significant difference in their satisfaction with the dimensions of lawyer service quality.
目次 Table of Contents
論文審定書 i
誌 謝 ii
摘 要 iii
Abstract iv
目錄 vi
圖次 viii
表次 ix
第一章 緒論 1
第一節 研究動機 1
第二節 研究背景 1
第三節 研究目的 7
第四節 研究流程 8
第二章 文獻探討 9
第一節 律師的定位與功能 9
第二節 對律師行業的誤解 11
第三節 服務、品質的定義與特性 14
第四節 服務品質的定義與評量 17
第五節 顧客滿意度 23
第三章 研究設計 26
第一節 研究方法與工具 26
第二節 資料分析方法 30
第四章 實證分析 32
第一節 律師服務品質分析 32
第二節 律師服務品質滿意度分析 53
第三節 非結構式問項與其他的統計分析 62
第五章 結論與建議 65
第一節 結論 65
第二節 建議 70
參考文獻 71
附錄一:民眾問卷 73
附錄二:律師問卷 84
參考文獻 References
一、中文部分
林國明,2014,《目前律師執業困境及解決之道》,全國律師期刊。
王韻茹,2017,《專業法律人之養成──以德國專科律師制度為借鏡》,月旦法學雜誌。
楊君仁,2010,《我國律師專科制度化芻議》,國家菁英季刊。
王惠光,2014,《律師得否以刊登廣告方式推展業務》,月旦法學教室。
黃瑞明,1989,《歐陸法系下律師社會角色之探討》,法學叢刊。
周泰華、黃俊英、郭德賓,1999,《服務品質與顧客滿意評量模式之比較研究》,輔仁管理評論。
鄭淑貞,2007,《律師角色與服務品質之研究¬-從經歷裁判離婚婦女角度論之》,國立中山大學高階經營碩士學程在職專班碩士論文。
吳銘坤,2010,《影響民眾對律師服務滿意度之因素:以房屋買賣糾紛者為例》,國立臺北大學犯罪學研究所碩士論文。
殷偉超,2014,《民眾對法院服務品質滿意度之研究》,國立政治大學商學院經營管理碩士學程文創與科技資通創新組碩士論文。
孫志敏,2007,《電業服務品質與顧客滿意度之探討》,國立中山大學企業管理學系碩士班碩士論文。
二、英文部分
Parasuraman, A., Zeithaml, V.A. & Berry, L. L.(1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol.49, pp.44.
Parasuraman, A., Zeithaml, V.A. & Berry, L. L.(1988), “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, Vol. 64, pp.38-40.
三、網路資料
專業律師證書授予辦法:www.twba.org.tw/bylawexe.asp?N_id=870
律師業務推展規範: http://www.twba.org.tw/bylaw_detial.asp?N_id=777
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