海巡署服務品質及滿意度之研究-以高雄梓官地區漁民為例

政府服務必須與時俱進，才能貼近民眾的想法，滿足民眾的需求，海岸巡防署如何從「品質管理」邁向「品質創造」的新階段，乃是現今工作上考量之重點。本研究主要針對行政院海岸巡防署南部地區巡防局高雄梓官地區漁民所實施為民服務滿意度之研究討論，採用企業經營PZB服務品質模式的五個構面（包含有形性、可靠性、反應性、保證性、關懷性等）透過問卷調查及量化分析的方法，探討漁民與海巡機關對於服務品質認知差異，瞭解漁民對海巡機關印象及期望。本研究經問卷調查所得各項資料分析並藉由IPA重要分析法實施探討後，所得研究成果說明如后：一、在探討漁民對於海巡署提供之服務品質的「期望」與「實際」感受具有顯著差異？二、利用SERVQUAL量表之五個構面22道題項，研究分析漁民所在區域、漁業種類方式對於海巡署服務品質，確實有顯著差異。三、藉由 I.P.A.座標圖I、II、III及IV四個象限之服務項目落點的探討，研究所得「海巡署承諾要在某時間內做好某件事情，一定會做到」、「海巡署服務提供時明確地告知漁民實況」此2個題項應列為「優先改善」項目。

關鍵字

服務品質；滿意度；海岸巡防署； PZB 服務品質模式

並列摘要

How to meet the need of people is the most important task for a government. As a division of the government, Coast Guard Administration is focusing on improving service quality to benefit its stakeholder for a long time. However, the real situation is lack of evidence. Therefore, this research is conducted to empirically understand the evaluation of the fishermen on the service provided by Coast Guard Administration. The questionnaires are distributed and collected from local fishermen who live in the area of southern Taiwan. The PZB service quality model is applied to explore the differences between the anticipated and perceived service quality. After analyzing the data of questionnaires and applying Importance-Performance Analysis to categorize the items, the main results are shown as followed: First, the anticipated and perceived service quality provided by Coast Guard Administration are significantly different on fishermen’s mind. Second, the perceived service quality provided by Coast Guard Administration among fishermen of different locations and various fishing boats is significantly different. Finally, two items are allocated on second quadrant, which suggests the authority to concentrate on the items, because they are the most desired anticipation of the fisherman. Those items include: 1. they provide their service at the time they promise to do so and 2. They are expected to tell fishermen exactly when service will be performed.