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研究生:彭文麟
研究生(外文):Peng, Wenlen
論文名稱:民眾對警政機關的服務品質及滿意度之探討-以苗栗縣竹南分局為例
論文名稱(外文):The study of public organ on the service quality and satisfaction – An example of Miaoli county – Chunan branch
指導教授:林亮宗林亮宗引用關係
指導教授(外文):Lin, Liangtzung
口試委員:張燦明張嘉寶
口試委員(外文):CHANG, TsanmingCHANG, Chiapao
口試日期:2012-07-12
學位類別:碩士
校院名稱:修平科技大學
系所名稱:精實生產管理研究所
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:109
中文關鍵詞:警政服務服務品質滿意度結構方程式
外文關鍵詞:policing servicesservice qualitysatisfactionstructural equation modeling (SEM)
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隨著經濟的成長與市場競爭環境的變化,而改變國人生活型態,追求高品質的服務,已是當前的趨勢,除了本身業務之外服務品質績效對於身為人民的褓姆似乎日益重要,若在服務品質的重視方向與人民的認知是不同的,或者是人民期待與實際所得服務的認知上是不一致的,則會產生服務品質的差距,以致造成人民對服務品質的不滿意。
本研究以苗栗縣竹南分局所轄地區之民眾對象,並透過統計分析軟體SPSS-19.0進行量表因素分析、信效度分析與ANOVA,再以結構方程模式過AMOS-16探討構面間之關係。研究結果如下:
一、「期待程度」對「實際感受」構面有正向顯著之影響。即民眾表示期待程度較實際感受低,所以民眾對目前之實際感受存在滿意的現象。
二、「期待程度」對「滿意度」有無顯著之影響。即表示民眾之期待程度不影響對接受警政單位服務後之滿意度。
三、「實際感受」對「滿意度」有正向顯著之影響。即民眾接受之實際感受越高則對警政單位之服務滿意度越高。

關鍵詞:警政服務、服務品質、滿意度、結構方程模式(SEM)

With the economics rapid growing and the more competitive market situation changing, if has been an inevitable current to make changes with people’s way of living and to seek for the high-quality service as well. It seems to be more and more important for the police department to achieve extra results in addition to the service quality for their own business. It may cause the different gap of service quality if it’s not the same between the direction of service quality and people’s recognition or it’s inconsistent between people’s expectation and the real service recognition, which results in people’s being unsatisfactory to the service quality.
It’s the public authorized under Chunan branch Miaoli county that this study dose research on. What’s more we are operating scale factor, Reliability analysis, and ANOVA, through the statistic analysis program, SPSS-19.0, and discuss the relationship between aspect by means of the constructure formala, AMOS -16.0The result of the research is as follow:
一、Expectation has a positive and significant impact on Perceived. In other words the public show that Expectation is lower than Perceived. As a result, the public has a sense of being satisfactory to Perceived.
二、Expectation doesn’t have any obvious influence on satisfaction. That is to say, the Expectation of the public has no influence on satisfaction. after the enjoy the service of the police department.
三、Perceived has a positive and significant impact on satisfaction. That means the higher the Perceived, the high the satisfaction to the police department .

Keywords: police services, service quality, satisfaction, structural equation modeling (SEM)

中文摘要……………………………………………………………………………………...Ⅰ
英文摘要……………………………………………………………………………………...Ⅱ
誌謝…………………………………………………………………………………………...Ⅲ
目錄…………………………………………………………………………………………...Ⅳ
表目錄………………………………………………………………………………………...Ⅵ
圖目錄………………………………………………………………………………………...Ⅸ
第一章緒論…………………………………………………………………………………...1
1.1 研究背景與動機…………………………………………………………………………..1
1.2 研究目的…………………………………………………………………………………..2
1.3 研究範圍及限制…………………………………………………………………………..3
1.4研究流程…………………………………………………………………………………...4
1.5研究方法…………………………………………………………………………………...5
第二章文獻回顧………………………………………………………………………………..6
2.1服務品質相關理論與警政服務品質……………………………………………………...6
2.2滿意度……………………………………………………………………………………..25
2.3服務流程…………………………………………………………………………………..28
第三章研究方法……………………………………………………………………………....30
3.1研究架構…………………………………………………………………………………...30
3.2變數的操作性定義與衡量………………………………………………………………...31
3.3 研究假設…………………………………………………………………………………..32
3.4 研究工具……………………………………………………………………………........33
3.5 正式調查……………………………………………………………………………….....36
3.6 資料分析方法………………………………………………………………………….....37
第四章資料分析………………………………………………………………………….......43
4.1敘述性統計分析…………………………………………………………………………...44
4.2因素分析…………………………………………………………………………………...48
4.3期待感受及實際感受之人格屬性之單因子變異數分析…………………………..........51
4.4因果模式分析……………………………………………………………………………...94
第五章結論與建議………………………………………………………………………….....99
5.1研究結論…………………………………………………………………………….........99
5.2建議………………………………………………………………………………...........101
5.3未來研究方向…………………………………………………………………………....102
參考文獻…………………………………………………………………………………….103
附錄A…………………………………………………………………………………….......108

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