碩士 / 國立高雄海洋科技大學 / 漁業生產與管理研究所 / 101 / Taiwan is an island country, as long as the coastal and pelagic fisheries development, there are numerous fishing boats sailing out for fishing every day. People’s quest for higher quality living is gradually increasing in recent years; therefore, the quality of government’s service is also becoming more important. The Coast Guard Administration is responsible for fishing boats inspection at port, which should continue to improve the service quality to achieve the fishermen's expectation.
The study aims to explore the cognitive differences of service qualities and fishermen’s satisfaction which focus on the South Patrol Bureau of Coast Guard at Tong-Gong Fish Port in Ping-Dong County and the fishermen. To design the questionnaire, it includes five aspects of tangibles、reliability、responsiveness、assurance and empathy with PZB Gaps Model of service quality. There are 235 copies of questionnaire were sent out and 207 valid samples remained. Data of the valid questionnaires were analyzed by SPSS statistical software, ANOVA, t-test, correlation analysis and regression analysis. The results demonstrate that there are not significant cognitive differences between fishermen and Coast Guard Administration on the aspects of tangibles and responsiveness, but otherwise there are significant cognitive differences between fishermen and Coast Guard Administration on the aspects of reliability、assurance and empathy. The results also indicate there is a significantly positive correlation between the quality service and fishermen’s satisfaction, and it also shows a significant difference of the satisfaction between fishermen and Coast Guard Administration. The interpretative variation of the five aspects aforementioned reaches 83.9% by regression analysis.
Four suggestions are proposed as references for Coast Guard Administration to carry out reviews. They are expected to assist the Coast Guard Administration to improve and promote the service quality. Therefore, the performance of government’s service will become better and gain the trust of fishermen.
| Identifer | oai:union.ndltd.org:TW/101NKIMT451002 |
| Date | January 2013 |
| Creators | Kung,Chin-Ming, 龔誌銘 |
| Contributors | Jenq,Huoo-Yuan, Lin,Kun-Lung, 鄭火元, 林坤龍 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 131 |
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