臺灣博碩士論文加值系統

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。

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.

誌 謝 I
中文摘要 II
ABSTRACT III
目錄 IV
圖目錄 VIII
表目錄 IX
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 6
第三節 研究步驟及流程 7
第貳章 文獻探討 9
第一節 服務品質 9
一、服務的定義與特性 9
二、 品質的定義與特性 10
三、服務品質的定義與特性 11
第二節 SERVQUAL服務品質概念模式 13
第三節E-SERVQUAL(網路服務品質)及相關論述 20
一、E-SERVQUAL(網路服務品質) 20
二、E-SERVQUAL(網路服務品質)相關論述 22
第四節POLQUAL (警察服務品質) 24
第五節警察機關運用警察勤務為民服務概況 28
一、警察勤務 28
二、警察機關為民服務創新作為 29
三、警察機關導入ISO品質管理系統 30
第六節 政府服務品質獎 32
第參章 研究方法 34
第一 節 研究架構 34
第二節 研究設計 35
一、問卷設計 35
二、問卷專家訪談及修改 38
三、問卷修正 39
第三節 統計分析方式 45
一、結構方程模型 45
二、探索性因素分析與驗證性因素分析 46
三、交义效度評估 46
四、統計分析工具 47
第四節 問卷前測 47
一、前測問卷對象 47
二、前測問卷統計分析 47
第肆章 資料分析與結果 59
第一節 問卷調查 59
一、問卷調查對象 59
二、問卷調查回收 60
第二節 統計分析與結果 60
一、基本資料分析 60
二、預期警察機關「場地與設施」服務品質會改善的部分 62
三、預期警察機關「服務提供」服務品質會改善的部分 62
四、預期警察機關「勤務裝備」服務品質會改善的部分 64
五、預期警察機關「快速」服務品質會改善的部分 65
六、各問項服務品質評量分析 66
七、KMO 與 Bartlett 檢定 68
八、因素分析 69
九、探索性因素分析 71
十、驗證性因素分析 73
十一、驗證性因素分析檢測配適度指標 75
第三節 結果分析在管理上的引申義涵 83
一、突破現實上的不能 83
二、跳脫政治中立執法 84
第伍章 結論與建議 86
第一節 結論 86
一、量表發展方面 86
二、問卷專家訪談與問卷調查方面 86
三、前測問卷統計分析方面 87
四、基本資料分析方面 87
五、探索性因素分析與驗證性因素分析方面 88
第二節 研究限制與建議 89
一、限制 89
二、貢獻 89
三、前瞻 89
參考文獻 90
一、中文文獻 90
二、英文文獻 91
附錄一 政府服務品質獎第一線服務機關評獎指標表 94
附錄二 政府服務品質獎服務規劃機關評獎指標表 96
附錄三 問卷專家訪談雛形 97
附錄四 警察機關服務品質構面及量表之建構與驗證問卷(前測) 101
附錄五 警察機關服務品質構面及量表之建構與驗證問卷(正式問卷) 107

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