南投縣消防救災服務滿意度之研究

本研究主要探討南投縣縣民在消防機關天然災害搶救上之滿意程度，藉由文獻查考及問卷調查等研究方式進行，利用顧客滿意度理論從「效率因素」、「績效因素」、「戰力因素」、「據點因素」及「形象因素」等五個因素來分析，並運用SPSS統計分析這些因素與滿意度關聯繫性，進而研議消防單位提升縣民（顧客）滿意度之建議，研究成果如下： 1.藉由文獻及消防工作經驗整理出目前消防人員普遍遇到問題及在天然災害中所遇到之瓶頸。 2.整體而言，南投縣民眾對消防天然災害救災服務均大致滿意，滿意度在七分以上，在認知滿意上以救災形象最高。 3.在最不滿意調查項目中，以人力不足佔最大比例，顯示從民眾感受上人力不足已嚴重影響救災能量，應爭取每年補充員額，也應將加強整合民間救難團體，以補人力不足造成之戰力缺口。 4.消防單位勤指中心若有有民眾受困在內之案件，都能給予相關指示，給予之指導以避難或疏散方式為最多，顯示勤指中心給予之指導以避難為主，以民眾之生命安全為主要考量。 5.消防單位到達現災害場以3至5分鐘之比例佔大部分，另於問卷結果也顯示愈快到達現場，滿意度愈高，消防單位應訓練救災人員，於消防車輛出動後，到達現場前之3至5分鐘，如何蒐集主、客體資料，並預先指揮部署消防戰力，以求得良好救災效率。 6.由問卷結果顯示，有接觸消防工作經驗者，比較容易認同消防救災，滿意度較高。

關鍵字

天然災害；滿意度；統計分析；消防救災服務

並列摘要

This study focused on people in Nantou County fire department rescue the satisfaction of natural disasters by literature review and survey research conducted, we used customer satisfaction theory from "efficiency factor," "Performance Factors," "combat power factor", "stronghold Factors" and "image factor" analysis of the five factors, And the use of SPSS statistical analysis of these factors and the satisfaction of the relevant contact, to Enhance the prefectural (customer) satisfaction proposal . In this study,the research results are follows： 1.through the literature and experience on fire work, we found firefighters commonly encountered problems and the bottleneck encountered on natural disasters. 2.Overall, people lived in Nantou County are generally satisfied n a natural disaster relief services, the fraction of satisfaction is more than seven. The cognitive satisfied with the relief image is highest. 3.In the most dissatisfied with the survey project, the insufficient manpower accounted for the largest proportion. This result Shows people feel from the lack of manpower has seriously affected the relief energy. We have to fight for supplement staffing yearly, and strengthen the integration of civil rescue groups. 4.Emergency Command Center can give instructions to there are people trapped in the inner center of the case. In this study, the maximum of guidance given to are asylum and evacuation mode. This shows that Emergency Command Center on the safety of the people is the main consideration. 5.Unit reaches fire control now the calamity field takes the majority with the proportion of 3 to 5 minutes. Also in the survey results also show that the sooner arrived at the scene, the higher the satisfaction. Fire fighters should be trained how to collect host and guest information, and pre-deployment Command Fire fighting force, in order to achieve good relief efficiency, before reach the scene. 6.The results from the survey show that there is contact with work experience in firefighting, fire rescue easier to identify high satisfaction.