警察機關「受理報案e化資訊系統」員警使用滿意度之研究

A Study of Police Satisfaction in using the Case Reporting Electronic Information System

吳有龍(Yu-Lung Wu) ； 張啟瑞(Chi-Jui Chang) ； 林寶安(Pao-An Lin)

《經營管理論叢》 7卷1期 (2011/06) Pp. 1-18

https://doi.org/10.6872/OMR.201106_7(1).0001

摘要

優質警民互動的途徑，可以增進民眾的服務滿意度，亦可以增進社會的和諧安寧，而透過資訊科技的導入，更可以加強警民彼此互動，增進警民密切的配合，達到優質警民互動的環境。本研究以DeLone and McLean(2003)所建構的「修正後資訊系統成功模式」為理論基礎，同時考量系統品質、資訊品質與服務品質因素，提出一個研究架構，探討警察機關「受理報案e化資訊系統」構面（包括系統功能、資訊能力、服務品質）對基層員警滿意度之調查。以高雄市政府警察局全部10個分局基層派出所為主要調查對象，並採分層隨機抽樣，有效問卷數347份。研究的分析結果指出，影響警察機關「受理報案e化資訊系統」使用者滿意度最重要的因素是「資訊能力」與「系統功能」，其次則是「服務品質」。

關鍵字

警察機關 ； 受理報案e化資訊系統 ； 滿意度

並列摘要

A good communication channel between the police and civilians can increase people's satisfaction of police service and help promote social harmony. By utilizing information technology, the interaction between two parties will be enhanced; therefore, the police and civilians will be able to cooperate closely in order to achieve a good rapport. This study is based on the theory of ＂Revised information system success model＂, which is constructed by DeLone and McLean (2003); it also considers system quality, information quality, as well as service quality in order to propose a study structure to examine the satisfaction about basic-level police organization's ＂Case Report Electronic Information System＂, including system functions, information capabilities, and service quality. The primary target group of this study are all 10 police stations in Kaohsiung City Government Police Department, and the stratified random sampling method is employed in this study; also, the number of valid questionnaires is 347. The study indicates that the most important factors affecting the user's satisfaction of the ＂Case Report Electronic Information System＂ are ＂information capabilities＂, ＂system functions＂, and ＂service quality＂, respectively.

並列關鍵字

Police Organizations ； Case Report Electronic Information System ； Satisfaction