碩士 / 國立高雄海洋科技大學 / 海事資訊科技研究所 / 106 / With the development of coastal and offshore fishing in south Taiwan, the kind and number of fishing vessels and rafts are becoming larger and the frequency of entering and leaving harbor are also increasing day by day. In recent year, Democratic Consciousness in Taiwan has been rising and the living standard has been gradually improving; however, the coast guard resources have been cut down. It is one of the most important issue for Coast Guard Administration to realize how to improve administrative efficiency and service quality, how to meet fishermen’s need and to build a good image of Administration.
This study aimed to get an overview of the satisfaction survey of service quality in the southern coastal patrol office and provide some suggestions. With this suggestions, the author hope to improve the better proformance of coast guard service, fishermen get more attentive service and win the trust of the fishermen on the Coast Guard Administration.
This study is conducted through questionnaire, and the questionnaires were sent to the coast guard officers in southern inspection office and fishermen in southern Taiwan. 186 questionnaires are sent and a total of 124 samples are collected. With 121 valid sample, and the recovery rate is 65%. There are two major findings:
First of all, cognitive differences in service quality isn’t the reason that causes service failure between fishermen and coastal guard offerices. Reliability, reaction, assurance and care can’t also meet the fishermen’s expectation. Therefore, Coastal Guard Administration should make the working procedure more accurately and provide information which is convenient for people. Setting up opinion resolution system is also a good way to repiy fishermen’s urgent need. Coastal guard officers should strengthen seif-professional capacity to improve service quality and provide innovative service to meet fishermen’s actual demand. Second, there is no significant differences in five demensions between fishermen and coastal guard officers. It shows the great improvement of service quality will indirectly affect fishermen’s satification if the officers adopt ISO certification. Based on the results and the limit of the research, this study provides suggestions to Coast Guard Administration, as well as researchers for future studies.
| Identifer | oai:union.ndltd.org:TW/106NKIM0297005 |
| Date | January 2018 |
| Creators | CHEN,SHIN-CHUNG, 陳世崇 |
| Contributors | CHEN,CHENG-WU, 陳震武 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 120 |
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