Abstract Taiwan is an island surround by sea. The fishery is well developed, and fishing boats numbered a lot. The amount of vessels getting in and out of seaports is too many to estimate. Therefore the advance of the quality of the Coast Guard¡¦s security inspection is especially connected with fishermen¡¦s rights and interests. The contact experience with the Coast Guard during vessel safety check is the critical moment which determines the service quality. To understand this process of the dynamic contact experience is the key to know the fishermen¡¦s cognition to service quality; by this understanding the Coast Guard can design service content to satisfy fishermen¡¦s expectation. For this reason, the degrees of the fishermen¡¦s cognitive correctness and satisfaction in fishermen¡¦s field contact experience with security inspectors, which is a kind of intuition and composite impression, deeply influence the planning of policy, the development, and the image of the Coast Guard Administration, hence it behooves us to probe into this contact experience. This study investigated the key factors which affected fishermen¡¦s public praise response during the contact experience, in the real scene of the Coast Guard Administration safety inspection, in which the first line of safety inspection and the inspected fishermen were involved. Furthermore, this study probed into the interaction and afterward influence in the process of the service delivery. This study started with case study, in which I collected and qualitatively analyzed the fourteen satisfying cases and nineteen unsatisfying cases offered by Tong-Kong office , the Coast Patrol Corps 6 of Southern Coastal Patrol Office. With this analysis I concluded the factors affecting fishermen¡¦s satisfaction, and then devised, mended the questionnaire referring to relevant literature, and circulated 300 copies of the questionnaire among the native captains, shipmen in the vessels getting in and out of Tong-Kong , which were not limited to the vessels registered in Tong-Kong. Using SPSS program to proceed credibility analysis, factor analysis, variable analysis, t-test, relevance analysis, and regression analysis, the results suggest that ¡§safety inspection skills¡¨, ¡§safety inspection equipment¡¨ and ¡§safety inspection time period¡¨ are the three factors which can explain 4.3% variable of ¡§public praise response¡¨ and this finding is statistically effective.The conclusion is that under the restricted expenditure, if the government wants to raise the fishermen¡¦s public praise response, she should first improve the corps¡¦ safety inspection skills, then purchase professional safety inspection equipment, and shorten the safety inspection time period.

Outsourcing refers enterprises to take advantage of external resources for their own professional services, so as to achieve lower costs, improve efficiency and give core competencies to enhance their own ability as well as a management model. The term of service outsourcing is the production and management services of owners, who utilize commercial activities to the owners of the service providers. Within the low-profit time, enterprises pursue growth to some scale and, due to the restriction of the market can not break through, the use of outsourcing is able to save costs and enhance operating efficiency immediately. Service outsourcing is the most fashionable in today's global services sector, and the service outsourcing industry will become the new essential trend of economic growth. This study surveyed by the outsourcing theory of McHugh et al. (1995) conducts research on small passenger car rental industry; on the analysis of elements of cost, service, responsibility with competitiveness, the theater theory of Goffman (1959) delves into the relationship between performance of employees, customer performance and service entities and the impact of the relationship for satisfaction degree. At the same time reviewing the quality relationship literature and the adoption of Crosby et al. (1990), it researches the two dimensions of trust and satisfied to see the quality relationship to explore the public and private institutions, enterprise organization units within the public service reform with a small bus to outsourcing. As a result, through contact with the service quality experience, it will explore the effectiveness of service outsourcing. For this study, it sent out 350 questionnaires including 307 valid questionnaires using data analysis and simple regression analysis on the false description of the research to verify the results of discovery; Services outsourcing and relationship quality have some significant positive relationship; The contact experience and the quality relationship have a positive correlation. From the factor analysis of "cost", "professional", "quality", and "efficiency" in service outsourcing, and followed by Goffman (1959) theory of theater management to analysis of the "performance drivers", "customer performance", "vehicle equipment", and "field service". Furthermore, on the basis of the quality relationship, it researches the factors for the "trust" or "satisfied" and the finding result are as follows; Both of contact experience and service quality relationship have some significant positive impact, and the result implies that the public and private business organizations can go along with outsourcing and services providers ¡V such as minibus and driver leasing industry, and then the better relationship will enhance the effectiveness of service outsourcing, and achieve cost savings.