百貨公司消費之公共安全風險探討

The Public Security Risk of Department Store

鄭迺潔(Nai-Chieh Cheng) ； 邱芝駖(Jhih-Ling Chiu)

《中華科技大學學報》 42期 (2010/01) Pp. 129-141

https://doi.org/10.7095/JCUST.201001.0129

摘要

消費者於百貨公司折扣期間，享受休閒娛樂及購物時所發生之拉扯推擠意外，可能面臨潛在的公共安全風險問題。伴隨消費者意識抬頭，雖然百貨公司不斷力求對顧客服務之變革與創新，但是業者是否能盡到為顧客之公共安全風險管理之責及消費者對現況百貨業者公共安全風險滿意度為何實值得進一步探究。
本研究以台北地區420名消費者為調查對象，探討其至百貨公司消費之公共安全風險認知及對賣場公共安全的滿意程度，以SPSS12.0統計套裝軟體分析各變數間之關係。本研究結果得知，消費者關切百貨業者主要之公共安全風險有三點：1.消防設備2.緊急應變能力3.動線規劃。此外，百貨業公共安全之緊急應變能力為影響消費者最終決定的一項重要的中介變項，因此，為了顧及消費者的公共安全及權益，百貨業者除應傾力尋求所有可能造成消費者公共安全損失之問題並加以改善外，對於處理態度之正向也影響消費者的最終行為。

關鍵字

公共安全風險 ； 顧客風險管理 ； 風險認知

並列摘要

Consumer in department store discount period, enjoys when the leisure entertainment and the shopping has it to pull pushes the accident, possibly faces the latent public security risk expense consciousness gains ground, although the department store makes every effort unceasingly to transformation of and the innovation the customer service, but entrepreneur whether arrives responsibility of the rigorous customer risk management?
This research by the Taipei area consumer 420 named investigation objects, discusses it to expend regarding the department store has the public security risk cognition, analyzes during various variables by the SPSS12.0 statistics coverall software to relate. This findings knew that, the consumer is concerned the general merchandise entrepreneur main public security risk to have three points: 1. Fire-fighting equipment 2. Problem solving ability 3. Shopping route management. In addition, the ability to deal with a contingency is the most important factor to affect consumers. As a result, in order to maintain consumers' public security and rights, operators should attempt to improve all problems in public security. Furthermore, their attitude would affect consumers’ impressions as well.

並列關鍵字

Public security risk ； Customer risk management ； Risk cognition