碩士 / 高苑科技大學 / 經營管理研究所 / 107 / Taiwan is surrounded by the sea and has a coastline of 1820 kilometers. The government is committed to develop offshore fishery and distant fishery. Considering the people’s ideas and their needs, we must keep up with the times. Due to the high numbers of fishing vessels daily entering and leaving the port, how the Coast Guard provides quality and efficient service to meet public expectations is the focus of today’s considerations.
This study is aimed to explore the service satisfaction for the public of the north Tainan area in the Southern Branch of the Coast Guard Administration.Thestudy adopts A. Parasuraman, Valarie A. Zeithaml, & Leomard 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. A total of 300 questionnaires were distributed in this study. 18 incomplete questionnaires were removed， 282 valid questionnaires were received from the fishermen and coast guard. The effective response rate was 94%. The valid questionnaires was conducted for data analysis.
The results of this study shows that fishermen and coast guards have significant different opinions on the service quality，including: 1. Tangible: coast guard can provide electronic convenience service equipment. 2. Responsiveness: coast guard can quickly complete the fishing customs clearance in order to achieve the implementation of knowing and doing. 3. Assurance: coast guard has sufficient life-saving and rescuing ability and resilience. According to the research，there are three recommendations as reference for Coast Guard Administration in the implementation of overall assessment as follows. 1. Strengthen the promotion of diversified electrioic services. 2. Strengthen education and training. 3. Strengthen lifesaving equipment. It hopes to provide Coast Guard Administration with more clear direction and practice in the service quality, so that fishermen can receive the better government service.
| Identifer | oai:union.ndltd.org:TW/107KYIT0457021 |
| Date | January 2019 |
| Creators | KAO，CHIEN-YUAN, 高健原 |
| Contributors | TANG，FANG-KAI, 湯方凱 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 71 |
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