碩士 / 國立高雄第一科技大學 / 行銷與流通管理所 / 94 / ABSTRACT
The purpose of this study is to investigate the service quality of Kaohsiung
Harbor Police Office perceived by the wharf workers of Kaohsiung Harbor.
Specifically, the study is purported to understand:
(1) the expectation and perception of the service quality of Kaohsiung Harbor
Police Office by the wharf workers of Kaohsiung Harbor.
(2) the differences in the perception of service quality among the management of
Kaohsiung Harbor Police Office, its first-line policemen, and the wharf
workers of Kaohsiung Harbor.
(3) the causes of each gap of service quality, and how to promote service quality
of the policemen by eliminating the gaps of service quality.
This study developed a ‘service quality scale of Kaohsiung Harbor Police
Office’ adapted from the SERVQUAL and characteristics of Kaohsiung Harbor Police
Office. The sample includes 236 wharf workers of Kaohsiung Harbor, 53 officers at
the management level of Kaohsiung Harbor Police Office, and 232 first-line
policemen of the police office. The findings of the research are as the following:
(1) There is significant difference between the wharf workers’ expectation and
perception of the service quality of Kaohsiung Harbor Police Office.
(2) There is significant difference between the wharf workers’ expectation and
the management perception of the wharf workers’ expectation.
(3) There is no significant difference between the management perception of the
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wharf workers’ expection and the service quality design and standards
established by the police office.
(4) The first-line policemen of Kaohsiung Harbor Police Office have been
following regulations and procedures to deliver service.
(5) There is no significant gap in the external communication of Kaohsiung
Harbor Police Office for the wharf workers.
The measurement dimensions of service quality-reliability, responsiveness,
assurance, empathy, and tangibles, along with the scale items of them, can be referred
by all police institutions for serving people. The research findings can help the police
to establish and revise measures of service quality by assisting them in understanding
the reasons of differences between the expectation and perception of police service
quality on the part of the public. Moreover, the results would lead the police to listen
to the service demand of people and enhance their service quality for people. Finally,
the author discussed the implications of the findings, and offered several suggestions
and directions for studies to the police and the academic.
| Identifer | oai:union.ndltd.org:TW/094NKIT5691042 |
| Date | January 2006 |
| Creators | Kao Rui, 高瑞新 |
| Contributors | Perng-Fei Huang, 黃鵬飛 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 135 |
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