臺中市警政機關為民服務品質之研究

The Study of Service Quality by Police Administration Organizations in Taichung City

向群欽(Chun-Chin Hsiang)

指導教授 ： 林海清

中臺科技大學/護理學院/文教事業經營研究所/碩士(2011年)

https://doi.org/10.6822/CTUST.2011.00022

摘要

本研究旨在探究對臺中市警政機關為民服務之品質，由文獻探究首先探討警政機關為民服務品質理論基礎與原則，其次探討警察人員與為民服務品質之現況，並探就不同背景變項的警察人員與民眾對臺中市警政機關為民服務品質的認知與差異。以「臺中市警政機關為民服務品質之研究問卷」為研究工具，隨機抽樣警察人員576人、民眾934人為樣本，將調查資料進行分析與處理，本研究獲致結果歸納如下：本研究顯示不同性別、不同身分別之臺中市警察人員及民眾對於警政機關為民服務品質認知並無顯著差異，綜觀警察服務「以民為主」、「民眾導向」及「員警服務熱忱」、「民眾肯定」，有益於提升服務品質及意識，無形中已使民眾產生安全、安定的感覺，同時顯示已讓民眾真正感受到臺中市警察機關與警察同仁的用心與關懷；不同「年齡」、「教育程度」、「地區」警察人員及民眾對於警政機關為民服務品質認知有差異及不同看法。
最後根據研究結果提出具體可行之建議，以供警政機關為民服務品質提升之參考能做為後繼者的學習與省思。

關鍵字

警政機關 ； 為民服務 ； 服務品質

並列摘要

This study aimed to explore the quality of the police officers serving the public in Taichung City. First, the literature exploring quality of police officers serving the public and principles of the theoretical basis. Second, police officers serving the public of the status of quality, and explore the different background variables police officers and the public authorities serve the people in Taichung City police and the quality of cognitive differences. To "Taichung City police authorities serve the people of the quality of the questionnaire" as a research tool, a random sample of 576 police personnel, 934 people in human samples, the survey data analysis and processing, were addressed in this study results are summarized as follows: This study shows that gender, different sexes, different respectively of the Taichung City police officers and the people awareness of there was no significant difference in service quality, an overview of the police service "people-based", "people oriented" and "dedicated police services "" People certainly "benefit to enhance the quality of service and awareness, so that people have been virtually secure and stable feel, and display so that people can truly feel the Taichung City police department and police colleagues intentions and care; different" ages", " ievels of education "," areas "Police officers and police authorities for the public service quality perceptions are different people and different views.
Finally, according to results of studies of specific practical recommendations for police agencies to enhance the quality of service people can do as a successor to the reference study and reflection.

並列關鍵字

quality of service ； police agencies ； serving the public

參考文獻

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