以 Kano模式探討消防員工作品質滿意度之研究-以臺中市政府消防局為例

本研究是以臺中市政府消防局為例，消防人員為研究對象，來探討臺中市政府消防局人員工作品質的重視度與滿意度，運用「Kano二維模式」，來找出消防人員對於工作品質屬性的認知，再經由「重視度-滿意度」之分析，找出消防人員對於工作品質的重視度與滿意程度，協助管理者重新資源配置與並找出改善策略的重點。經由本研究發現，依據「Kano二維模式」將臺中市政府消防人員對於工作品質之感受予以歸屬，在其中，15項工作品質項目歸屬於「一維品質」，表示提供得越多，人員的滿意度越可提升，其中有 4 個項目歸類於「當然品質」，表示是絕對不能缺少，一定需要的項目。在「重視度-滿意度」的部分，有7項品質項目落入「有待改進區域」，建議相關單位，將改進這幾個工作品質項目列為首要目標，以提升滿意程度。而在不同年齡、服務年資、職務階級及教育程度等部分皆對其品質重視度與滿意度的看法有所不同。

關鍵字

工作品質；滿意度； KANO 二維品質模式

並列摘要

In this study, The research will be as example of the fire department of Taichung city and take the fireman as the object of this study. First of all,I will discuss the fireman of the Taichung city to the quality of the visual degree and the degree of satisfaction.Secondly, The research will use the" Kano Two Dimension Model"to find out the cognition of the training quality attributes, and then through the " Importance-Satisfaction Analysis" to find out the quality of training is important for fireman with the degree of satisfaction. This study will assist managers to identify policy priorities and how to improve the re-allocation of resources. After this study found that the quality of working can be based on the fireman of the Taichung City,and using "Kano two-dimensional mode" will be classified the people to feel the quality of training . And 15 working items will be classified as " One-dimensional Quality ".This representation provides the more training to improve the satisfaction of fire people. There are two service item are classified in the " Certainly Quality." This representation absolutely not lack to must maintain the project. In the " Importance-Satisfaction Analysis " section, there are four quality factors fall into " To-be Improved Area".I recommend the relevant working units. First of all, the working units can improve the quality of these working programs and customer satisfaction. Moreover,I find out the different satisfaction and importance to the training quality in age , education, occupation,and the period of service.