碩士 / 南臺科技大學 / 企業管理系 / 103 / This study aims to understand the "quality of service satisfaction for the people," Overview of the patrol bureau within the southern part of the area, and to make recommendations for improvement and insights leather Xing, Li Hai patrol service to work more excellent performance, and then make the fishermen get better service, and thus win the trust of the Coast Guard authority fishermen.
In this study, Guard Bureau grassroots southern region belongs eight districts of Coast Guard personnel and the security of the fishermen in the southern region of two properties of the object sent questionnaires to implement research, a total of 400 questionnaires were returned questionnaires meter 400, excluding 19 invalid questionnaires, actual recovery A total of 381 valid questionnaires, the effective recovery rate of 97%.
The main findings of this study are summarized as follows:
First, the service quality of cognitive differences in physical dimensions are not yet causing fishermen and Coast Guard personnel to generate awareness of the service missing gap reasons, the rest of reliability, responsiveness, assurance and empathy and other dimensions are more fishermen can not achieve the desired service awareness. Therefore, Coast Guard authorities should provide for accurate and convenient information processes; handling mechanism set up public opinion in a positive response to the urgent needs of the fishermen; the strengthening of self-professional capacity, improve service to win degrees, and provide innovative services as the need to meet the actual fishermen, etc. , thus enhancing the overall service quality, in order to get the fishermen's identity.
Second,the overall perception of the fishermen and Coast Guard personnel were no significant differences exist in the five facets, introducing relevant government show its ISO certification, Coast Guard personnel for service quality improvement indirectly affected fishermen to enhance their service satisfaction has a significant impact of . To make specific recommendations on the basis of research results, for reference coastguard authorities and researchers of the future.
| Identifer | oai:union.ndltd.org:TW/103STUT8121038 |
| Date | January 1900 |
| Creators | CHEN, WU-CHI, 陳武吉 |
| Contributors | Chien, Chun-Cheng, 簡俊成 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 129 |
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