以PZB模型探討警政服務品質之研究-以新竹市警察局為例

為民服務工作已成為現今世界各國政府施政的主流價值，警察在執行公務的過程中，與民眾互動頻繁，傳統警察所扮演的社會治安執法者或公共秩序維護者的角色已逐漸無法滿足民眾的需求，民眾所期待及需要的是警察能夠從服務的角度出發，帶著同理心提供更方便、更有效率的服務，以即時解決民眾所遇到的困境。　　本研究旨在瞭解民眾對警政機關服務品質滿意度之現況，採問卷調查方式進行，依據Parasuraman et al.等三位學者所提出之PZB服務品質模型，並參酌學者Burgess所提出之「警政服務品質的決定因素」表來發展問卷，利用t檢定、單因子變異數分析及雪費事後檢定等方法檢定民眾對警政服務在期望與實際感受間之差異，最後採用皮爾森積差相關分析與迴歸分析進一步探討民眾期望與實際感受服務品質各構面與整體滿意度間的相關性。　　本研究經實證分析結果，獲得以下幾點結論：(一)、民眾對於警政服務品質高度重視；(二)、民眾的年齡、婚姻狀況及職業對警政實際服務品質的滿意度有顯著影響；(三)、「期望服務品質」與「實際感受服務品質」間存有顯著相關；(四)、民眾滿意度與期望服務品質之間無正向影響；(五)、民眾滿意度與實際感受服務品質呈現出顯著正向影響。

關鍵字

PZB服務品質模型；警政服務；服務品質；民眾滿意度

並列摘要

Serving the public has become the mainstream value of government administration in different countries around the world. As police frequently interacts with citizens during the performance of official duties, the police’s traditional role as public safety and public order enforcement in society has gradually become unable to satisfy public demands. The citizens expect and need the police to work from the service perspective, providing more convenient and efficient services with empathy in order to resolve citizens’ dilemma in a timely fashion. 　　This study aimed to examine the current levels of citizen satisfaction about police service quality by questionnaire surveys. The questionnaire was developed according to the PZB Gaps Model of Service Quality proposed by Parasuraman et al. and in reference to the table of “determining factors for police service quality” by Burgess. This study used t-test, one-way ANOVA, and Scheffe’s post-hoc test to analyze the differences between citizen expectations and perceptions about police service. Finally, this study used Pearson’s product-moment correlation analysis and regression analysis to further investigate the correlation between different dimensions of expected and perceived service quality, as well as the overall level of satisfaction. 　　Based on the results of empirical analysis, this study reached the following conclusions: (1) the citizens highly value the importance of police service quality; (2) there are significant differences in the level of satisfaction about police service quality between citizens with different age, marital status, and Occupation; (3) significant differences exist between “expected service quality” and “perceived service quality;” (4) no correlation exists between citizen satisfaction and expected service quality; (5) there is a positive correlation between citizen satisfaction and perceived service quality.