| 摘要註: |
養生送死是人生大事，自古國人視喪葬為生命禮儀的重要一環，安亡者之靈，慰生者之心，是維繫傳統的文化倫理，也是慎終追遠固有美德。本研究者係服務公部門金門縣殯葬管理所，對於人生的最後一站，常會思考如何用最莊嚴、虔誠、圓滿的心情，去提供優質殯葬服務品質，能夠滿足家屬或民眾需求。所以本研究藉由透過服務品質及抱怨處理方式來暸解滿意度情形，另外再加入金門縣葬儀業者及地方仕紳耆老的葬儀服務，金門縣殯葬政策認同程度，運用迴歸模式建置客觀滿意度衡量模式，來提供給金門縣殯葬管理所經營參考。本研究主要目的在於探討金門縣殯葬管理所的服務品質，抱怨處理與滿意度之間關聯性，參考Parasuraman, Zeithaml and Berry等三位學者（1988）提出的 SERVQUAL 量表來衡量服務品質，由受訪者（家屬或民眾）評估對於殯葬管理所的服務品質感受程度和滿意度。本研究以金門五個鄉鎮即金城鎮、金湖鎮、金沙鎮、金寧鄉、烈嶼鄉及旅居台灣金門籍鄉親為研究對象，取有效樣本341份，分別採用統計檢定進行服務品質與滿意度的分析、變異數分析探討不同居住地對於服務品質、抱怨處理與滿意度的認知差異，最後並採用迴歸模式來探討服務品質、抱怨處理與滿意度之關聯性。研究結果發現，金門縣殯葬管理所的服務品質與滿意度均受到民眾肯定；而金門地區民眾會因居住地不同，對於服務品質、抱怨處理與滿意度的認知具有差異性。此外，金門縣殯葬管理所的服務品質會顯著正向影響滿意度，而服務品質透過抱怨處理亦為顯著正向影響滿意度，且抱怨處理對於服務品質與滿意度之間具有中介效果。研究者建議金門縣殯葬管理所應將服務品質列為首要任務，且對於民眾之抱怨也需要妥善處理因應，以提高滿意度。期使金門殯葬文化提升，而能為先人及鄉親提供最優質與高滿意度的殯葬服務。 Raising the alive and burying the dead are big events in life. Since ancient times, our countrypersons have viewed funeral as one of the important parts of life ceremony. To pacify dead ones’ souls and to comfort living ones’ hearts is a cultural ethics for maintaining the tradition, also the virtue inherent in deliberate ancestral worship. The researcher serves in Mortuary Services Office of Kinmen County, a public sector, who often thinks about how to provide superior funeral service quality based on the most solemn, reverent and consummate mindset, in order to satisfy people’s or their relatives’ needs. Therefore, in this study, the situation of satisfaction was understood through service quality and the ways to deal with complaints. Besides, the funeral ser-vices provided by the funeral business proprietors and local personages and the elders in Kinmen County, as well as the degree of recognizing Kinmen County’s funeral poli-cies, were also added. The Measurement Model of Objective Satisfaction was estab-lished through the application of Regression Model, to provide reference for manage-ment in Mortuary Services Office of Kinmen County.This study mainly intends to explore the correlation among service quality, complaint handling , and satisfaction in Mortuary Services Office of Kinmen County. Service quality was measured by the SERVQUAL instrument pro-posed by Parasuraman, Zeithml and Berry (1988). The degree of satisfaction toward the Mortuary Services Office was assessed based on the respondents (relatives or residents of township). In this study, 341 effective samples were adopted, based on Kinmen County’s five townships—namely Jincheng Township, Jinhu Township, Jinsha Township, Jinning Township and Lieyu Township— as well as the Kinmen County’s townspersons who sojourn in Taiwan. In the analysis, the statistical testing method was used to analyze the service quality and satis-faction; the analysis of variance (ANOVA) was applied to identify if there were perception differences of service quality, complaint handling and sat-isfaction among different residing townships; the regression analysis was adopted to explore the correlation among service quality, complaint handling , and satisfaction.The statistical testing results found that the service quality and satisfaction of Mortuary Services Office of Kinmen County are both positively admired. The ANOVA shows that different residing townships of resident have different perception on service quality, complaint handling and satisfaction of Mortu-ary Services Office of Kinmen County. Finally, regression analysis shows that the sat-isfaction is positively influenced by the service quality provided by Mortuary Ser-vices Office of Kinmen County; in addition, the satisfaction is positively influenced by the service quality toward complaint handling.Through this study, we have found that service quality and complaint handling process have positive influence on satisfaction. Regarding service quality, the degree of cognition will de different, depending on different residential locations; peo-ple in Kinmen area will show differences in cognition of service quality, complaint handling process and satisfaction; secondly, complaint handling process has mediating effect between service quality and satisfaction. The researcher suggests that Mortuary Services Office of Kinmen County should list service quality as the first priority, and has to deal with people’s complaints well, in order to enhance their sa-tisfaction. We hope to develop the funeral culture in Kinmen, so as to provide an-cestors and townspersons with the most superior funeral service of greatest satisfaction. |