虛實整合之警察機關服務品質構面及量表建構與驗證-以高雄市政府警察局為例

The Construction and Validation of the Dimensions and Scale of Service Quality of the Police Service on Virtual and Real Integration- A case of Kaohsiung City Police Department

鄭世興(Shih-Hsing Cheng)

指導教授 ： 吳有龍

義守大學/智慧科技學院/資訊工程學系/博士(2022年)

摘要

隨著民主化的腳步，民意高漲，民主素養提升；人民對政府部門所提供的服務要求越來越高，復以國家競爭力之評比，政府效能是重要評比的其中一項。由於公部門服務品質的文獻向來不多，且關於警察機關服務品質的文獻更是闕如，因此，本研究藉由探討SERVQUAL、E-SERVQUAL及PolQUAL服務品質模式的構面和量表，再結合蒐集其他行業別服務品質評量量表及公務部門服務品質評量量表，及研究者發展的警察勤務服務品質量表中，擷取出雛型量表64題原始問項，再透過9位專家訪談修正為58問項，並經由前測預試因素分析及鑑別力檢定修正為34問項。本研究透過線上方式進行正式問卷調查，共回收有效問卷397份。經統計分析後，得出6個構面及34問項，包含可靠性(6項)、回應性(4項)、同理性(6項)、保證性(4項)、有形性(8項)及快速性(6項)，構成了虛實整合之警察機關服務品評估量表。本研究結果除提供警察機關服務品質評量參考之依據外，並可藉以提高警察機關服務水平，提升民眾對警察機關服務滿意度。

關鍵字

警察機關 ； 服務品質 ； 構面 ； 量表

並列摘要

As democratization marched into society, public opinion surged, and democratic competencies were elevated. People increasingly demanded governmental services, the efficiency of which was one of the critical criteria for evaluating a nation's competitiveness. However, the scarcity of the literature on service quality in both the public sectors and police agencies urged this thesis. This thesis relied on research instruments such as dimension and scales of SERVQUAL, E-SERVQUAL, and PolQUAL and created a service quality scale with 64 prototype questions-which was made by reference to the service quality scales from other industries and public sectors as well as the police service quality scale developed by this researcher. The number of prototype questions was further reduced to 58 per the nine expert interviewees' suggestions; the number was then narrowed down to 34 after a pre-test factor analysis and discriminant validation. The survey was conducted via online questionnaires. In total, 397 valid responses were collected. After the statistical analysis, the result showed that a scale for evaluating the police agency service—both in practice and theories—contained 6 dimensions and 34 questions, including reliability (6 items), responsiveness (4 items), empathy (6 items), assurance (4 items), tangibility (8 items), and speed (6 items). The result provides a model not only for evaluating the service quality of police agencies for future reference but also for improving the service level of police agencies, thereby increasing the citizens' satisfaction with the service of police agencies.

並列關鍵字

Police agency ； service quality ； dimension ； scale

參考文獻

一、中文文獻

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