軍人公墓服務環境需求與滿意度調查

動機：國家對軍人的身後事有更妥善的照顧，使其勇於保家衛國。目的：本研究欲瞭解軍人遺族對於軍人公墓設施及管理的環境需求及環境滿意度。方法：本研究係依據內政部役政署2017年委託研究案所蒐集之調查資料進行分析。以葬厝15座縣市軍人公墓之軍人遺族作為抽樣對象，以有效樣本數計836份進行描述性統計、平均數檢定及以SEM結構方程式模型分析環境需求及環境滿意度兩大構面之關係。結果，發現軍人公墓有三項需求顯示顯著差異，六項服務滿意度顯示顯著差異，在本研究建立的SEM模型分析發現軍人遺族對軍人公墓滿意度下降的原因是需求未獲得滿足。結論，本研究有下列四項建議：一、為加強公墓服務環境管理，需逐年編列預算整修。二、公墓內適合規劃環保自然葬區。三、對殘障、行動不便的民眾提供無障礙設施。四、依照研究結果，進行殯葬服務環境改善。

關鍵字

軍人公墓；服務環境需求；服務環境滿意度；結構方程式模型

並列摘要

Motivation: The country provides better care for the military personnel's arrangements after death, enabling them to protect the country without fear. Objective: This research was to understand the environmental demands and environmental satisfaction of survivals in the family of the military personnel with the military cemetery facilities and management. Methods: The analysis of this research was conducted based on survey data collected from the research commissioned by the National Conscription Agency of the Ministry of the Interior in 2017. Taking the survivals in the family of the military personnel buried in 15 counties and cities’ military cemeteries as the sampling objects, conducting descriptive statistics and T-Test on the 836 valid samples, and using the Structural Equation Modeling (SEM) to analyze the relationship between the two major dimensions of environmental demands and environmental satisfaction. The result showed that there were significant differences in three demands for the military cemetery and significant differences in the satisfaction with six services. It was discovered through the SEM analysis established in this research that the satisfaction decline of the survivals in the family of the military personnel with the military cemetery arose from the demands not being met. In conclusion, this research proposed the following four recommendations: I. In order to strengthen the services and environmental management of the cemetery, it is necessary to designate budgeting for renovation year by year. II. It is suitable to plan eco-burial areas in the cemetery. III. Accessible facilities shall be provided for people with disabilities or mobility problems. IV. Funeral service environment shall be improved according to the research results.

並列關鍵字

Military Cemetery ； Services and Environmental Demands ； Services and Environmental Satisfaction ； Structural Equation Modeling (SEM)

參考文獻

Moustaki, I., Joreskog, K.G., & Mavridis, D. (2004). Factor models for ordinal variables with covariance effects on the manifest and latent variables: A Comparison of LISREL and IRT Approaches. Structural Equation modeling, 11 (4), 487-513.Doi:10.1207/s15328007sem1104_1

內政部役政署委託研究 (2017)。軍人公墓安葬方式永續發展之研究。研究計畫編號：PG10603-0161