隨著時代的不斷變遷演進,民眾對警政工作的期待與要求與日俱增,臺東縣警察局在2001 年8 月局長施源欽先先到任後,為提昇服務品質,引進「全面品質管理」、「品管圈,QCC」等企業手法,因地制宜推動警政品質管理政策,迄今2006 年已4 年餘,成效良好獲各界肯定。 惟為確實瞭解民眾對臺東縣警察服務品質需求和警政工作優先改善順序,本研究採用PZB 缺口理論和SERVQUAL 量表之精神,設計50 題服務品質問項,採分層抽樣法,對2005 年12 月份曾向臺東縣警察局報案且親自到各警察機構接受警察人員詢製調查筆錄在案之 民眾實施問卷調查,運用統計方法分析各項服務品質之差異性,再以因素分析法法萃取並建立臺東縣警察局服務品質衡量模式,再導入品質機能展開法,將民眾的心聲轉化為品質技術,供臺東縣警察局做為擬定經營策略與提升服務品質之參考。 本研究主要成果如下: 1.建立臺東縣警察局5 大服務品質構面及40 項服務品質要素。 2.分析出民眾對臺東縣警察局服務品質期望與認知間的差異性。 3.對臺東縣警察局服務品質及品質技術提出具體建議。
As time going on, our government endeavored to administration improvement due to people’s anticipate and request increasingly. And it also borrow the idea of “Total Quality Management” and “Customs First” from enterprise for proceeding organization rebuilt and promote it’s quality of serve. Police unit is a part of government, so it can not has its own ways. Since commander Shi, Yuan-Cheng arrive his position in Taitung County Police Bureau, he lead the method of enterprise “Total Quality Management (TQM)” and “Quality Control Circle(QCC)”into Taitung County Police Bureau for improve the serve quality of police administration, four years passed, the bureau has won many rewards and affirmative commendation from government and communities. For the reasons of surely realize people’s needed of serve quality of the bureau and priority in police affair, this study use the theory of PZB (Parasuraman, Zeithaml & Berry, 1985) and SERVQUAL scale for reification the modus of quality measure, and also lead into Quality Function Deployment (QFD) for the purpose of transform people’s needed into quality technique which might offering some strategy for the bureau to improve themselves. The major conclusion of this study is flowing: III 1. Reification the modus of quality measure of police bureau. 2. To realize people’s needed of serve quality of the bureau, diversity of understanding and urgently needed of serve. 3. To offer specific suggestion of serve’s quality and technique for the bureau. Key word: Total Quality
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