碩士 / 國立臺東大學 / 公共與文化事務學系區域政策與發展研究碩士班 / 100 / Abstract
The importance of service quality and customer satisfaction has drawn the attention of general public more in the era of "customers first." The first consideration of the civilians on receiving public services provided by the government is performance; government must ensure the continuous sophisticating and surpassing of service quality. Therefore, managers of the public sectors must initiate the development of an objective and effective evaluation method on performance to examine government performance via customer satisfaction.
The purpose of this study is to investigate the service quality and customer satisfaction of the Eastern Coastal Patrol Office. The object of study is the civilians and fishermen residing in Hualien and Taitung. The empirical results of the research can be offered to the Eastern Coastal Patrol Office as a reference for enhancing service quality. In this study, a total of 1202 questionnaires were issued, to get 1026 valid samples, after deducting 176 invalid samples.
This study has applied behavioral science research and employed quantitative measures to conduct data collection, organization, analysis, and interpretation from various aspects. According to the Mode of PZB Gap, combining the Scale of Government Service Quality Award and CGA Services property by SERVQUAL Scale as the framework, this research investigates the relations between the independent variables of personal background and service quality and the dependent variable of customer satisfaction. It is hereby substantiated from the research analysis of this study, with important results concluded as follows:
1. In terms of service quality and customer satisfaction, the satisfaction percentages of 75.94% and 74.67% show that the service quality and customer satisfaction of Eastern Coastal Patrol Office’s public service are generally well received by the civilians and fishermen of the eastern region.
2. The customers’ feelings toward the service quality of Eastern Coastal Patrol Office differ due to different identities and levels of education.
3. Customer satisfaction toward Eastern Coastal Patrol Office differs due to different identities and levels of education.
4. A positive correlation is demonstrated between service quality and customer satisfaction of Eastern Coastal Patrol Office.
Key words: Eastern Coastal Patrol Office, Services quality, Customer satisfaction.
| Identifer | oai:union.ndltd.org:TW/100NTTU0784013 |
| Date | January 2012 |
| Creators | Yung-feng Lin, 林永豐 |
| Contributors | Sun,Ben Chu, 孫本初 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 98 |
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