警政服務品質之量表發展

警政機關之服務向來為國家發展、安定社會重要的元素之一，對於各項警政服務若能夠順遂的執行以及圓滿的達成，必能創造安逸德社會和諧。著眼於此，本研究即從一般民眾的角度，探索及發展一可以衡量警政機關服務品質的量表，以提供警務機關追求服務品質之該要。為了提供評量警政服務品質之工具、給予全國民眾一個可信賴的測量標準，並賦予相關單位值得參考的依據，而非以往隨機構面之相關測量造成籠統、含糊不清的情形，警政服務品質量表更可提供一個統一且制度化的評量基準。因此，更有值得參考之價值。況且，過去的相關研究，並未針對警務機關之服務品質提供一特定的衡量工具以為基準。是故，為了國家的利益發展、全國人民的共同福利，警政服務品質量表實是一個值得研究的議題。本研究係採用網路、道路隨機實體問卷的問卷調查法，問卷經過嚴格的探討並給予修正之後，研究對象以各曾經受警政服務之一般民眾及網路隨機問卷為研究母群體，採便利抽樣方式，總共發出300 份研究問卷，回收後有效問卷共計為216 份，並且有效問卷回收率為72%。資料分析利用電腦統計套裝軟SPSS for Windows 20.0 中文版進行檢測分析，以敘述性統計、因素分析等統計方法來進行資料處理。

關鍵字

警政機關；服務品質；量表發展

並列摘要

he service of Police agency is always be a major element of the National Development and Social stability. If each policing service were compeletly and smoothly accomplished, it must could make the Social Harmony. For the purpose of offering a standard numeral for Police agency to reference, the study would develop a scale which can measure the service quality of Police agency stand on the populace point. This study would like to offer a tool which can assess the service quality of police agency, instead of using the informal measurement methods resulting in a vague situation, the service quality of police agency scale canprovide a institutionalized datum mark, which is more reliable to the national populace as well as the concerned department. Further more, the relating study in the past have never supplied a specific tools to refer, therefore , for the national benefit development and the national welfare, the service quality of police agency scale is a worthing developing issue. The research method of this study is questionnaire survey and aims at the people who has ever been served by the police agency and the random sampling on the Net .Questionnaire have been strictly examined, the questionnaires were issued by convenience sampling of 300 questionnaires and collected 216 questionnaires, the effective response rate was72%.The data analysis includes descriptive statistics, reliability analysis, factor analysis.

並列關鍵字

police agencies ； quality of service ； Scale Development

參考文獻

向群欽(2011)，臺中市警政機關為民服務品質之研究。中臺科技大學文教事業經營研究所碩士論文。台中。

林清煌（2001），民眾與員警對為民服務認知差異及警政滿意度之研究-以桃園縣為例，中原大學企業管理研究所碩士論文，未出版，桃園。

陳嫈芳，(2003)，稅務機關服務品質之探索性研究，國立成功大學企業管理學系碩博士班論文。

Churchill, Gilbert A. Jr. (1979), “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, 16 (February), 64-73.

Denhardt, R. B. & J. S. Denhardt (1993) Theories of Public Administration, 2nd ed., CA: Brooks/Cole Publishing Company.

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警政服務品質之量表發展

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