碩士 / 義守大學 / 管理學院管理碩士在職專班 / 101 / The purpose of this study is to use the the PZB mode the (Parasuraman, Zeithmal & Berry model, 1985) and its developed the SERVQUAL structure type scale as a survey tool. By the dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy, is there a significant difference to explore people's expectations and the actual level of service quality of CGA, to understand the impressions and feelings of the people CGA.
This study used a modified SERVQUAL scale to assess Service Satisfaction, and Coast Guard Administration Southern Coastal Patrol Office under the jurisdiction of three of the Kaohsiung Cijin regional: inspection office, commodity inspection and integrated service center for study object. the analysis methodologies included descriptive statistics, reliability and validity analyses, t test, one-way ANOVA.
Following is the results that emerged from the present study: (1) Respondents younger people and more for fisheries practitioners, male graduation from high schools (vocational) average monthly income of 20,000 - 40,000; (2) Empathy most respondents said they expect of the service Quality and actually feel Satisfaction; (3) People actually feel the level of service quality satisfaction is greater than the expected; (4) Service quality will be significant differences between people feel different background variables; (5) have a higher degree of expectation or actual feelings in "Coast Guard personnel, emergency relief event rapid response capability" and "Coast Guard authorities to attach importance to the recommendations of the people, and actively improve"; (6) have a lower degree of expectation or actual feelings in "Coast Guard authorities to provide adequate business trip spaces", "Coast Guard authorities appearance of their business and the environment clean and comfortable." And "Coast Guard authorities to provide the public with appropriate electronic services"
Based on the findings, recommendations to the Coast Guard authority for future improvements: (1) Regular monthly practice life-saving, rescue and boat handling, and acceptance of the employee's training benefits at any time; (2) the establishment of public opinion handling mechanism, should pay attention to the opinion of the people and improve the real-time processing; (3) integration of existing urban bus and road passenger transport routes and provide adequate car and motorcycle parking space; (4) assisting and maintaining poor or bad hardware construction of the unit, clean and comfortable business trip to the public; (5) to build e-service query, so that people easier to find relevant information.
| Identifer | oai:union.ndltd.org:TW/101ISU01388026 |
| Date | January 2013 |
| Creators | HUANG, CHAO-FENG, 黃兆鋒 |
| Contributors | YEN, YANG-CHING, 晏揚清 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 83 |
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