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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0706108-225454 |
| Date | 06 July 2008 |
| Creators | Chien, Yu-kuo |
| Contributors | Bo-wen Jheng, Ji-hwa Wu, Ying-fang Huang, Fu-yung Kuan |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0706108-225454 |
| Rights | campus_withheld, Copyright information available at source archive |
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