以Kano模式探討消防員訓練品質滿意度之研究-以臺中市消防局為例

Using Kano Model to Explore the Traning Quality and Satisfaction of Fireman-A case Study of Fire Department of Taichung City

林忠霖(CHAN-LIN LIN)

指導教授 ： 孫德修

朝陽科技大學/理工學院/工業工程與管理系/碩士(2017年)

摘要

摘 要
本研究以臺中市政府消防局為例，以消防人員為研究對象，探討臺中市消防局人員訓練品質之重視度與滿意度，運用「Kano二維模式」， 找出人員對於各個訓練品質屬性的認知，再透過「重視度-滿意度」之分析， 找出訓練品質對於消防局人員的重視度與滿意程度，並協助管理者重新資源配置與如何找出改善策略的重點。
經本研究發現，臺中市消防局人員訓練品質能依據「Kano二維模式」將人員對於訓練品質之感受予以歸屬，其中，15項訓練項目歸屬於「一維品質」，表示提供得越多，越可提升人員的滿意度，有 2 項訓練品質項目歸類於「當然品質」，表示是絕對不可以缺少，一定要維持的項目。在「重視度-滿意度」部分，有4項品質要素落入「有待改進區域」，建議相關訓練單位，首先要改進這幾個訓練品質項目，以提升滿意度。在年齡、職務階級、教育程度及服務年資部分皆對其訓練品質重視度與滿意度之看法有所不同。

關鍵字

訓練品質 ； 滿意度 ； Kano 二維品質模式

並列摘要

Abstract
In this study, I will be as example of the fire department of Taichung city and will 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, I will use the" Kano Two Dimension Model"to find out the cognition of the training quality attributes, and then through the " Importance-Satisfaction Analysis," the 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 training 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 training items will be classified as " One-dimensional Quality ", this representation provides the more training, the fire people can improve satisfaction. There are two service item are classified in the " Certainly Quality," this representation absolutely not lack, we must maintain the project. In the " Importance-Satisfaction Analysis " section, there are four quality factors fall into " To-be Improved Area".I recommends the relevant training units. First of all, the training units can improve the quality of these training programs to improve customer satisfaction. In addition to,I find out the different satisfaction and importance to the training quality in age , education, occupation,and the period of service.

並列關鍵字

Training Quality ； Satisfaction ； Kano Two Dimension Model

參考文獻

8.陳珍珍、黃佩鈺、林冠廷，「以 Kano 模式探討派遣員工之工作品質與員工滿意」，人力資源管理學報，第 12 卷，第 3 期，第 75-96 頁(2012年9月)。

12.葛健培(2007)，「訓練品質、組織承諾與組織績效關聯性之研究」，博士論文，國立臺灣師範大學工業科技教育學系。

1.江增常(2013)，「訓練品質系統對訓練績效之影響-以訓練遷移與學習動機為中介變項 」，博士論文，國立台北科技大學技職及職業教育研究所，台北市。

9.陳雅荷(2016)，「義勇消防人力系統穩定因素探討-以苗栗縣政府消防局第三隊義勇消防隊為例」，碩士論文，育達科技大學資訊管理所。

參考文獻