新竹農田水利會辦理停灌休耕服務品質與滿意度之研究

A study of a Service Quality and Satisfaction Survey for the Implementation of Recession and Non-irrigation by the Hsinchu Irrigation Association

劉興聲(Hsing-Sheng Liu) ； 陳棟樑(Tung-Liang Chen) ； 楊振隆(Chen-Lung Yang) ； 林偉程(Wei-Cheng Lin)

《管理資訊計算》 9卷特刊2 (2020/08) Pp. 28-41

https://doi.org/10.6285/MIC.202008/SP_02_9.0004

摘要

本研究以新竹農田水利會辦理停灌休耕業務之會員為研究對象，透過重要度表現分析法（IPA）與滿意度之關聯性研究，以問卷調查方式蒐集資料，共回收有效問卷383份。問卷資料回收後進行敘述性統計分析、信度分析、t檢定及單因子變異數分析，並由重要度表現分析法（IPA）找出停灌休耕服務品質缺口。本研究歸納如下：1.辦理停灌休耕業務的會員以中高年齡層為主、性別則以男性會員居多。2.不同年齡、參與農田水利耕作時間及擔任職務在不同的服務品質上有顯著差異。3.耕作4~6分面積土地的會員對於停灌休耕業務的滿意度最高。4.會員對於停灌休耕業務提供的各項服務皆感到滿意。5.停灌休耕業務的關懷性及可靠性的部分題項需要改善。

關鍵字

農田水利會 ； 停灌休耕 ； 服務品質 ； 滿意度 ； 重要度表現分析法

並列摘要

This study involved a questionnaire survey of the members of the Hsinchu Irrigation Association, who applied for recession and non-irrigation services. A total of 383 valid responses were collected to identify the correlation between the outcome of an importance-performance analysis and the results of the satisfaction survey. A descriptive statistical analysis, reliability analysis, T-test, one-way analysis of variance, and an importance-performance analysis (IPA) were conducted to identify the aspects to be improved with the service quality of affairs related to recession and non-irrigation. The following conclusions were reached: 1. The majority of members handling the recession and non-irrigation services are middle-aged and senior male members of the association; 2. there is a significant difference in the quality of service provided by staff members of different age groups with different levels of experience of farm-land irrigation, and in different job positions; 3. members whose farm-land areas range between 4000~6000 square meters displayed the highest satisfaction rate about recession and non-irrigation tasks; 4. members are satisfied with various recession and non-irrigation-related services; and 5. some aspects of caring and the reliability of recession and non-irrigation services need to be improved.

並列關鍵字

Irrigation Association ； Recession and non-irrigation ； Service Quality ； Satisfaction Survey ； Importance Performance Analysis

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