| 摘要註: |
環保顧問業是屬於服務業的一種,且近來配合國人環保意識提升及環境「永續發展」觀念下,各國環保法規與國際間環保貿易有愈來愈嚴苛之趨勢。為因應國際環保潮流,產業型態應進行必要之調整,產品或服務必須考慮降低對環境負荷、資源有效利用。對公家機關而言,環境工程師的工作主要是以監督和稽巡查為主,在輔導與稽巡查過程,廠商對於法規認知的落差及對環保局人員的刻板印象,使許多廠商認為環保局人員就只會開單告發且不易溝通,導致對環保局委派之巡查人員產生不信任。 過往對於環保相關的研究多著重於環保工法及環境事物為論點,然而廠商滿意度則是缺乏探討的區塊,因此學生反思對於營建廠商漏繳空污費、申報不實之情形,是否收費人員對於廠商較著重於收費而少了提供諮詢服務,而巡查人員到現場查緝時較著重於獵漏空污費之多寡,而較少輔導廠商相關法規施行等等因素所造成。因此本研究將針對常態性需要申報營建空污費業者(例如建設公司),或環保局委派之巡查人員巡查之營建廠商以問卷方式進行調查,以了解廠商對於收費及巡查服務品質期待值多寡,並在體驗輔導後滿意度情形,本研究共計發出80份問卷,將廠商服務品質項目分成四個象限進行分析,結果發現U科技股份有限公司在可靠性問項表現較差,乃是廠商認為亟需改進的部分,然而針對不同族群對服務品質的看法亦有差異;本研究希望透過此分析結果,能夠給予U科技股份有限公司在經營策略上的改善建議,藉此提升顧客滿意度。 Seeing that both national environmental protection legislation and international environmental protection trade have become more and more tighter, environmental consultant industry has been classified as a kind of service, along with citizen's highly environmental awareness and under the concept of sustainable development. To meet the trend of environmental protection, industrial patterns should be necessarily adjusted. Product and service should be considered as a key index to lower environmental responsibilities and to use the resource effectively. For public authorities, the main work for environmental engineer is to supervise and to inspect. From the process we know that factory owners have knowledge gap for legislation and stereotype for EPA staff, which not only makes many factory owners believe that EPA staff will only issue the fine and difficult to communicate with but also leads the distrust to environmental consultants inspection staff send by EPA.Those industries needed to regularly declare construction fee on air pollution and the inspectors appointed by Environmental Protection Bureau were investigated by means of questionnaire, which shows the expectation of service quality and satisfaction after counseling. I, who sets U company as an object, use Importance-Performance Analysis (IPA)to learn what the company's quality of service do manufacturers expect and what the satisfaction level is after counseling. The results shown the definite suggestion can be provided to U company to improve the customers' satisfaction.There are 80 effective questionnaires whose results show that U company has lower performance on the item of reliability. This is what need to be improved. Different ethnic groups have different perspectives on service quality. In this study, we hope that through this analysis, would be able to give U company the recommendations for improvement in the business strategy, thereby improving customer satisfaction. |