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消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區14里為例 = Ser...

國立高雄大學高階經營管理碩士在職專班(EMBA)

消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區14里為例 = Service Satisfaction Assessment for Fire Safety Inspectors: A Study of Northwestern Forteen Villages of Pingjhen City, Taoyuan County

Record Type:	Language materials, printed : monographic
Paralel Title:	Service Satisfaction Assessment for Fire Safety Inspectors: A Study of Northwestern Forteen Villages of Pingjhen City, Taoyuan County
Author:	黃政宏,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	民100
Description:	75葉圖，表格 : 30公分;
Subject:	消防查察
Subject:	Fire safety inspection
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/71099599646705134636
Notes:	參考書目：葉50-51
[NT 15001349]:	消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區十四里為例
Summary:	消防工作的主要使命是預防火災、搶救災害及緊急救護，以維護公共安全並確保人民生命安全。處在民意高漲的時代，民眾對於政府的服務品質要求有逐年升高之趨勢，而消防人員不僅無法置身事外，所提供的服務亦將直接受到民意之考驗。本研究透過實證研究法，探討受檢商家對消防查察人員的服務滿意度。研究範圍包括桃園縣平鎮市西北區14里列管場所之業主或代表為抽樣施測對象，採問卷調查方式，服務品質衡量構面包括可靠性、有形性、保證性、回應性、及關懷性，總共發放261份，回收率100%。敘述統計的分析結果發現：(1)有形性構面（即消防查察人員的各項硬體設備及消防查察人員的外表形象）相對平均得分最低，顯示未來應加強相關檢查儀器等硬體之建置、維護及使用；(2)保證性構面 (即服務人員的專業知識、禮貌以及表達自信的能力)得分最高，表示消防查察人員能保持良好的廉潔操守與法治觀念；(3)受訪者反映消防查察人員至場所檢查次數太頻繁、消防查察人員應注意檢查時段、專責區人員更換太頻繁等三項意見，是相關單位制定政策時應該多加留意之處。 The main mission of fire safety inspection is to prevent people from fire, rescue disasters, and support emergency for public safety. With the increasing importance of public opinions, the public service quality of government is also seen a critical issue in the recent years. Consequently, the firefighters have to not only directly involve the service quality, but also be examined for their service satisfaction. The research thesis conducts an empirical study to examine the service satisfaction for the northwestern forteen villages of Pingjhen City, Taoyuan County. The measure composites for service quality have five: reliability, tangibility, assurance, responsiveness, and empathy. Based on the collected 261 questionnaires, the descriptive analysis rexults indicate that (1) tangibility (refer to hardware equipments and appearance image of fire inspectors) shows the lowest satisfaction, implying that the government should strengthen the inspection equipments; (2) assurance (refer to the professional service knowledge, courtesy and ability to express self-confidence) shows the highest satisfaction. This implies that fire inspectors maintain good integrity and good rules of law; (3) the subjects reveals opinions that (a) the number of inspections should be reduced, (b) inspection time should be taking the firms’ opinions into account, and (c) turn over rate of inspectors should be reduced, which should be carefully considered while making public policies.

消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區14里為例 = Service Satisfaction Assessment for Fire Safety Inspectors: A Study of Northwestern Forteen Villages of Pingjhen City, Taoyuan County
黃, 政宏

消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區14里為例 = Service Satisfaction Assessment for Fire Safety Inspectors: A Study of Northwestern Forteen Villages of Pingjhen City, Taoyuan County / 黃政宏撰 - [高雄市] : 撰者, 民100. - 75葉 ; 圖，表格 ; 30公分.
參考書目：葉50-51.
消防查察Fire safety inspection

消防查察人員服務滿意度之研究-以桃園縣平鎮市西北區14里為例 = Service Satisfaction Assessment for Fire Safety Inspectors: A Study of Northwestern Forteen Villages of Pingjhen City, Taoyuan County
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330 $a 消防工作的主要使命是預防火災、搶救災害及緊急救護，以維護公共安全並確保人民生命安全。處在民意高漲的時代，民眾對於政府的服務品質要求有逐年升高之趨勢，而消防人員不僅無法置身事外，所提供的服務亦將直接受到民意之考驗。本研究透過實證研究法，探討受檢商家對消防查察人員的服務滿意度。研究範圍包括桃園縣平鎮市西北區14里列管場所之業主或代表為抽樣施測對象，採問卷調查方式，服務品質衡量構面包括可靠性、有形性、保證性、回應性、及關懷性，總共發放261份，回收率100%。敘述統計的分析結果發現：(1)有形性構面（即消防查察人員的各項硬體設備及消防查察人員的外表形象）相對平均得分最低，顯示未來應加強相關檢查儀器等硬體之建置、維護及使用；(2)保證性構面 (即服務人員的專業知識、禮貌以及表達自信的能力)得分最高，表示消防查察人員能保持良好的廉潔操守與法治觀念；(3)受訪者反映消防查察人員至場所檢查次數太頻繁、消防查察人員應注意檢查時段、專責區人員更換太頻繁等三項意見，是相關單位制定政策時應該多加留意之處。 The main mission of fire safety inspection is to prevent people from fire, rescue disasters, and support emergency for public safety. With the increasing importance of public opinions, the public service quality of government is also seen a critical issue in the recent years. Consequently, the firefighters have to not only directly involve the service quality, but also be examined for their service satisfaction. The research thesis conducts an empirical study to examine the service satisfaction for the northwestern forteen villages of Pingjhen City, Taoyuan County. The measure composites for service quality have five: reliability, tangibility, assurance, responsiveness, and empathy. Based on the collected 261 questionnaires, the descriptive analysis rexults indicate that (1) tangibility (refer to hardware equipments and appearance image of fire inspectors) shows the lowest satisfaction, implying that the government should strengthen the inspection equipments; (2) assurance (refer to the professional service knowledge, courtesy and ability to express self-confidence) shows the highest satisfaction. This implies that fire inspectors maintain good integrity and good rules of law; (3) the subjects reveals opinions that (a) the number of inspections should be reduced, (b) inspection time should be taking the firms’ opinions into account, and (c) turn over rate of inspectors should be reduced, which should be carefully considered while making public policies.
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