本研究旨在探討公路監理機關之服務創新作為、服務品質、民眾滿意度與後續行為意圖關係之研究，並進一步探討在不同年齡、職業、教育程度、擁有機車數、家中有駕照成員數及洽公次數等對各構面的差異程度。本研究以高雄市監理處及高雄區監理所洽公民眾為研究探討對象，共發放600份問卷，回收有效問卷478份，有效回收率為79.7％。經SPSS與AMOS等軟體資料資料分析工具進行實證分析，實證結果發現如下:
一、在所有正面行為意圖的影響因素之中，主要受到政府服務創新作為顯著正向影響，尤其以「風格改變創新」及「改善服務創新」的影響最大。
二、民眾後續行為意圖構面會受到民眾滿意度顯著的直接正向影響
三、民眾後續行為意圖構面會受到服務品質直接及間接顯著正向影響，尤其
以服務品質之「關懷性」、「反應性」及「可靠性」的影響最大。
四、服務創新作為會直接正向顯著影響到服務品質、民眾滿意度、後續行為意圖。
五、政府服務創新作為對後續行為意圖口碑溝通構面、民眾滿意度的間接影響大於直接影響。
六、要提升民眾滿意度成效以提高服務品質大於提高政府服務創新作為之執行成效。
七、對於政府服務創新作為民眾認知的重要性與實際所感受執行成效比較，其感受執行成效均低於認知的重要性，尤其對「漆劃汽機車停車格線方便停車駐衛警巡邏保障財物安全之服務」民眾認知的重要性排序第3，執行成效排序第12，由該變數顯示民眾重視財物安全的保障，仍無法讓民眾放心洽公。
八、不同背景民眾在各構面部分有顯著差異。

The Study focuses on the relationships among service innovation, service quality, satisfaction and behavioral intention - an example of Motor Vehicles Office, Kaohsiung. Furthermore, the study will investigate the difference concerning age, occupation, education, the number of motorcycle possession and how many families who possess license. Six hundred questionnaire have been distributed and 478 been returned, the returned rate reached 79.7%. Data analysis was conducted by software, SPSS and AMOS. The empirical findings discovered as follow:
1. Most of positive factors affecting behavior intention mainly dominated by the service innovation of government, especially mostly by both “innovation changed by style” and “service innovation improved.”
2. The behavioral intention is positively affected by their satisfaction .
3. The behavioral intention is positively affected by service quality directly and indirectly, especially in terms of concern, reaction and reliability.
4. Service quality, satisfaction and behavioral intention are positively affected by service innovation.
5. Behavioral intention and satisfaction is more indirectly affected than directly by government service innovation.
6. It is more effective to promote satisfaction to increase service quality than the government service innovation .
7. The comparison of public recognition and actual performance concerning government public service innovation is found that the evaluation of performance is lower than the importance of cognition. That is, the public think the convenience of the painted parking lot for guards and policemen to patrol is important, rated as 3rd. However, the performance is rated as twelfth. It is easy to be seen that the public emphasize the security of their wealth, but they still can’t rest assured to finish their public works.
8. The difference of each dimension exists among different background of publics.

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