消防機關救護服務品質關鍵成功因素之研究－以台南市消防局為例

A Study of the Key Success Factors of Service Quality for Fire Authorities Ambulance: A Case of Fire Department of Tainan City

張榮田(Jung-Tien Chans)

指導教授 ： 李元墩

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2015年)

https://doi.org/10.6833/CJCU.2015.00074

摘要

至2013年止，我國緊急救護業務處理之急救人數已達826,839人／年。為此，消防機關應以企業行銷管理與創新作為，提供專業且高品質的緊急醫療服務。本研究蒐集資料對象區分為兩類：一、以層級分析法（AHP）調查11位學者專家。二、運用重要－表現程度分析法（IPA）調查104位立意抽樣台南市市民。救護服務品質關鍵成功因素，經專家AHP量化問卷，研究結果顯示「救護人員」權重值為(0.509)，為專家最關注因素。次要構面要素，權重值排序前三項依序為：救護人員之技術專業性（0.200）；救護車上設備齊全度（0.152）；救護人員救護服務態度（0.136）。IPA分析結果：象限Ⅰ「繼續保持」：緊急救護人員印象與形象、緊急救護人員信任度、救護人員專業救護技術、線上派遣人員處置效率，線上指導人員專業度等視為「優勢」要素，象限Ⅳ「立即改善」：導報導一一九救護與急救宣導率、救護人員服裝、儀容整潔度、救護車外觀與內部整潔度、救護車設備齊全度、救護設施使用舒適度、通訊器材齊全度等，視為「威脅」要素。
上述研究結果提供消防救護機關擬定改善策略之參考。

關鍵字

消防機關 ； 救護服務品質 ； 關鍵成功因素 ； 層級分析法 ； 重要-表現程度分析法

並列摘要

Until 2013, the number of rescued people handled by domestic emergency rescue services reached 826,839 persons per year. In this case, fire departments should provide professional and high-quality emergency medical services actively based on marketing management and innovative actions. Two sampling of this study are collected. One is eleven senior managers in fire departments and experts are investigated with Analytic Hierarchy Process (AHP); and the other one is applied to investigate 104 citizens in Tainan City by Importance-Performance Analysis (IPA) is applied to investigate 104 citizens in Tainan City. The research results are the mostly concerned key success factors is “reveals rescue personnel” (50.9%) in regard to key success factors of rescue service quality with AHP; the top three factors with the weights cover Expertise of rescue personnel (0.200), Full-equipment of an ambulance (0.152), Service attitudes (empathy) of rescue personnel (0.136). Furthermore, the research findings acquired from the integrated analyses of IPA and SWOT are summarized as the “opportunity” factors in “Keep it up” are impression and image of emergency rescue personnel, Reliability of emergency rescue personnel, Professional rescue techniques of rescue personnel, Processing efficiency of online temporary workers, and Professionalism of online instructors; and as 4) the “threat” factors in “Primary betterment” are Reports on 119 rescue and first aid propaganda, Clothing of rescue personnel, Tidy appearance, Exterior and interior tidiness of an ambulance, Full-equipment of an ambulance, Comfortable use of rescue facilities, Full communication equipment.
The research results could provide the managers of fire rescue departments with the emphasis direction and the reference for future improving strategies.

並列關鍵字

Fire Department ； Rescue Service Quality ； Key Success Factors (KSF’s) ； Analytic Hierarchy Process (AHP) ； Importance-Performance Analysis (IPA)

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