碩士 / 高苑科技大學 / 經營管理研究所 / 105 / The ocean plays an important role in climate regulation, biological reproduction and economic development. However, Taiwan is surrounded by the sea and the coastline is up to 1,820 kilometers. The marine resources bring infinite functions and benefits, so that compatriots are committed to develope offshore fishery and distant fishery. The number of fishing vessels into the port is difficult to estimate. In order to emphasize the democratic spirit and the concept of services for the public, we respond to the government's promise to compatricts by providing high quality and high efficient government services. How to improve the quality of service for Coast Guard Administration to meet public expectations is the priorities of work nowadays.
This study is aimed at exploring the service satisfaction for the public of the north Kaohsiung area in the Southern Coastal Patrol Office of the Coast Guard Administration. The study adopts A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry(PZB) service quality model to measure service quality in five dimensions- tangible dimension, reliability dimension, responsiveness dimension, assurance dimension, empathy dimension. Through the questionnaire survey and quantitative analysis method to explore the cognitive differences of services quality between fishermen and Coast Guard Administration.
The main results show that fishermen and Coast Guard personnels have obvious cognitive differences on the service quality. In accordance to finding, this study offer five recommendations as reference for Coast Guard Administration in the implementation of overall assessment. Hoping to provide Coast Guard Administration with a more clear direction and practice in the service quality improvement, so that fishermen get better service and pursuing the better government service effectiveness.
| Identifer | oai:union.ndltd.org:TW/105KYIT0457067 |
| Date | January 2017 |
| Creators | HSIEH,MENG-JU, 謝孟儒 |
| Contributors | HSIEH,TE-HSIN, 謝德鑫 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 80 |
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