碩士 / 南臺科技大學 / 企業管理系 / 106 / This study aims at understanding the overall satisfaction level of service quality of “Rapid Customs Clearance” (RCC)in the Southern Coast Guard Administration (CGA). In this study, questionnaires survey was conducted at 9 inspection office, by CGA officers and fishermen, in Southern Taiwan. Total 390 questionnaires were sent and returned, 13 invalid questionnaires were removed; the effective recovery rate was 97%. The study has the following results:
1. For perception gap of service quality between fishermen and CGA officers, both “Responsiveness” and “Empathy” are not significant. On the other hand, the remaining aspects, "Tangibility", "Reliability" and "Assurance”, cognitive disapairties are relatively more recognizable.
2. Both CGA officers and fishermen have positive satisfaction on "Responsiveness" aspect, showing that the fishermen agree with that CGA officers can provide convenient, reliable and accurate Rapid Customs Clearance Service. Regression and correlation anlaysis show that “Assurance” aspect has positive effects toward fishermen’s satisfaction level. For fishermen, "Tangibility" and "Reliability" aspects both are less likely to reach their expectation toward service quality; showing that CGA shall improve hardware equipment, appearance and related staff mentality training. In order to gain recognition from fishermen, integrating Rapid Customs Clearance Service to streamline processes and providing innovative services to meet the actual needs of fishermen, thereby enhancing overall service quality and promoting service satisfaction.
Keywords: Public Service, Service Quality, Satisfaction Level
| Identifer | oai:union.ndltd.org:TW/106STUT0121051 |
| Date | January 2018 |
| Creators | 吳政郁WU,CHENG-YU, 吳政郁 |
| Contributors | JIAN,JUN-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 | 72 |
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