107年度食品藥物管理署施政滿意度之調查研究

A Study on the Governance Satisfaction Survey of the Taiwan Food and Drug Administration in 2018

許明滿(MING-MAN HSU) ； 王貞懿(JAN-YI WANG) ； 劉淑芬(SHU-FEN LIU) ； 許朝凱(CHAO-KAI HSU)

《食品藥物研究年報》 10期 (2019/12) Pp. 331-336

摘要

為瞭解民眾對食品藥物管理署（下稱食藥署）施政滿意度，本研究於107年度透過電訪調查及網路調查方式，蒐集民眾對食藥署在各類產品（食品、藥品、醫療器材及化粧品）管理及整體施政表現之滿意度。調查研究之結果顯示，於網路調查的部分，民眾對於食藥署整體施政之滿意度為73.8%，其中對「藥品管理」之滿意度74.4%最高，其次依序為「醫療器材管理」之73.2%、「化粧品管理」之72.9%、「食品管理」之65.2%。而電訪調查的部分:整體施政之滿意度，有80.2%的民眾表示滿意，其中對「醫療器材管理」之滿意度80.6%最高，其次依序為「藥品管理」之75.9%、「化粧品管理」之72.5%、「食品管理」之69.7%。另比較前述各類產品管理之歷年滿意度趨勢，於107年在網路調查皆有大幅提升。分析其原因可能是問卷設計較貼近民意、網友容易獲得修法資訊及食安五環政策推動有成效。未來，食藥署將透過民調分析與政策行銷策略，持續推動民眾有感的政策及持續改善，以掌握民意，藉以提升服務品質。

關鍵字

施政滿意度 ； 電訪調查 ； 網路調查 ； 食安五環 ； 政策行銷

並列摘要

In order to understand the public's satisfaction with the governance of the Food and Drug Administration (TFDA), this study investigated the governance quality satisfaction in the management of various products (food, drugs, medical devices and cosmetics) and the overall governance performance through telephone survey and internet survey in 2018. The results of the internet survey showed that the public's satisfaction of overall performance of the TFDA was 73.8%, of which the satisfaction with drug management was 74.4%, followed by 73.2% of medical device management, 72.9% of cosmetics management and 65.2% of food management. As for the telephone survey, the results showed that the public's satisfaction of overall performance was up to 80.2%. The public was most satisfied with the performance of medical device management (80.6%), followed by 75.9% of drug management, 72.5% of cosmetics management and 69.7% of food management. Further comparison of the various types of product management satisfaction trend as mentioned above, the internet survey has been significantly improved in 2018. The reason for this improvement may be due to the questionnaire design that better evaluates the public opinion, the easier access for internet users to obtain information on policy revision, and the effective promotion of the Five Links of Food Safety. In the future, the TFDA will continue to promote policies and consistently improve through public opinion analysis and policy marketing strategy to grasp public opinion, so as to improve public service quality.

並列關鍵字

governance satisfaction ； telephone survey ； internet surveys ； Five Links of Food Safety ； policy marketing strategy