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博碩士論文 etd-0706108-225454 詳細資訊
Title page for etd-0706108-225454
論文名稱
Title
漁民對海巡署安全檢查之接觸體驗與口碑反應間關係之研究-以屏東東港漁港為例
The Study of the Relationship between the Coast Guard Safety Inspection Service Contact Experience and Public Praise Response in Fishermen-- A Case Study on Ping-Tong Tong-Kong Fishing Port
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
175
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2008-06-07
繳交日期
Date of Submission
2008-07-06
關鍵字
Keywords
安全檢查、服務接觸體驗、口碑反應
Service contact experience, Public praise response, Safety inspection
統計
Statistics
本論文已被瀏覽 5671 次,被下載 6
The thesis/dissertation has been browsed 5671 times, has been downloaded 6 times.
中文摘要
中文摘要
台灣地區四面環海,漁業發達,漁船數量眾多,每日船筏進出港數量更難以估計,故海岸巡防機關安全檢查品質之提升,攸關漁民權利甚多;其中安檢人員現場處置之體驗接觸,更是服務品質之關鍵時刻,對於此類動態的體驗接觸過程中之瞭解與掌握,才能真正影響民眾對服務品質的認知 ,藉由對漁民之了解及反應,設計服務內容,以達真正符合漁民期望服務之需求;因此不論是安檢效率、現場體驗接觸、安檢處所及設備、工具等,都需要加以規劃及管理;尤其在安檢人員與漁民間現場體驗接觸過程中,其認知的正確性與滿意度之高低,是一種直覺及綜合的印象,影響著海岸巡防機關政策之規劃、發展、與形象,實有探討之必要。
本研究主要係以海岸巡防機關安全檢查實務情境中,第一線之安全檢查安檢人員與被檢查之漁民為研究對象,指出接觸體驗中影響漁民口碑反應之關鍵因素,並探討在服務傳遞之過程中,所產生之交互作用以及對漁民之影響。本研究先進行重要事例調查,共蒐集自海巡署海岸總局岸巡第六總隊東港安檢所安檢人員所提供之滿意事例14件、不滿意事例19件進行質性分析,歸納出影響民眾滿意或不滿意之因素,再依所得之各項因素並參考相關文獻探討進行問卷設計、問卷修正與測試及問卷調查等,最後分析問卷調查之結果,以瞭解安檢服務接觸體驗之各項因子與漁民口碑反應間之關係。
本研究發放對象限定於東港安檢所進出漁船上所有本國籍船長、船員,而非以漁船或戶籍設籍於東港為限,計發出問卷300份,回收256份,其中有效問卷197份、無效問卷59份,針對有效問卷運用SPSS軟體進行信度分析、因素分析、變異數分析、t-檢定、相關分析及迴歸分析等統計方法,結果指出:服務體驗的「安檢技術」、「安檢裝備」及「安檢時間」等三項因素可以解釋「口碑反應」4.3%的變異,顯示以服務體驗的「安檢技術」、「安檢裝備」及「安檢時間」等三項因素預測「口碑反應」強度,具有4.3%的解釋力,F值9.903,P=0.002,顯示該解釋力具有統計的意義。
結論:在政府有限的財政支出下,欲提高漁民正面的口碑反應,首應加強安檢人員的安檢技術,依次購置專業安檢裝備與縮短安檢時間。
Abstract
Abstract
Taiwan is an island surround by sea. The fishery is well developed, and fishing boats numbered a lot. The amount of vessels getting in and out of seaports is too many to estimate. Therefore the advance of the quality of the Coast Guard’s security inspection is especially connected with fishermen’s rights and interests. The contact experience with the Coast Guard during vessel safety check is the critical moment which determines the service quality. To understand this process of the dynamic contact experience is the key to know the fishermen’s cognition to service quality; by this understanding the Coast Guard can design service content to satisfy fishermen’s expectation. For this reason, the degrees of the fishermen’s cognitive correctness and satisfaction in fishermen’s field contact experience with security inspectors, which is a kind of intuition and composite impression, deeply influence the planning of policy, the development, and the image of the Coast Guard Administration, hence it behooves us to probe into this contact experience.
This study investigated the key factors which affected fishermen’s public praise response during the contact experience, in the real scene of the Coast Guard Administration safety inspection, in which the first line of safety inspection and the inspected fishermen were involved. Furthermore, this study probed into the interaction and afterward influence in the process of the service delivery.
This study started with case study, in which I collected and qualitatively analyzed the fourteen satisfying cases and nineteen unsatisfying cases offered by Tong-Kong office , the Coast Patrol Corps 6 of Southern Coastal Patrol Office. With this analysis I concluded the factors affecting fishermen’s satisfaction, and then devised, mended the questionnaire referring to relevant literature, and circulated 300 copies of the questionnaire among the native captains, shipmen in the vessels getting in and out of Tong-Kong , which were not limited to the vessels registered in Tong-Kong. Using SPSS program to proceed credibility analysis, factor analysis, variable analysis, t-test, relevance analysis, and regression analysis, the results suggest that “safety inspection skills”, “safety inspection equipment” and “safety inspection time period” are the three factors which can explain 4.3% variable of “public praise response” and this finding is statistically effective.The conclusion is that under the restricted expenditure, if the government wants to raise the fishermen’s public praise response, she should first improve the corps’ safety inspection skills, then purchase professional safety inspection equipment, and shorten the safety inspection time period.
目次 Table of Contents
目 錄
中文摘要
英文摘要
目錄
圖目錄
表目錄
第一章 緒論………………………………………………………1
第一節 研究背景………………………………………1
第二節 研究動機………………………………………2
第三節 研究目的………………………………………3
第四節 研究範圍與限制………………………………3
第五節 研究流程………………………………………4
第二章 文獻回顧與探討…………………………………………7
第一節 海巡署沿革與安全檢查現況…………………7
第二節 服務接觸體驗…………………………………12
第三節 體驗行銷策略…………………………………20
第四節 口碑反應………………………………………26
第五節 安檢服務體驗與口碑反應間之關係…………27
第三章 研究方法…………………………………………………29
第一節 研究架構………………………………………29
第二節 研究假設………………………………………30
第三節 重要事例調查…………………………………30
第四節 漁民問卷設計…………………………………35
第四章 研究結果與討論…………………………………………42
第一節 問卷樣本………………………………………42
第二節 問卷信效度分析………………………………43
第三節 重要事例定性分析……………………………51
第四節 安檢人員服務接觸評估………………………55
第五節 漁民服務接觸評估……………………………61
第六節 服務接觸體驗與口碑反應……………………74
第五章 結論與建議………………………………………………78
第一節 結論……………………………………………78
第二節 建議……………………………………………79
第三節 未來研究議題…………………………………80
參考文獻……………………………………………………………82
附錄…………………………………………………………………87
附件3-3-1 安檢服務接觸重要事件問卷…………………………87
附件3-3-2 安檢人員重要事例原稿彙整…………………………92
附件3-3-3 漁民「滿意」之重要事例彙整………………………144
附件3-3-4 漁民「不滿意」之重要事例彙整……………………146
附件3-4-1 安檢服務接觸問卷(初稿)…………………………150
附件3-4-2 安檢服務接觸問卷(測試稿)………………………154
附件3-4-3 安檢服務接觸問卷(正式量表)……………………158
圖目錄
圖1-1 海岸巡防安全檢查傳遞過程關係………………………….. 2
圖1-2 研究流程…………………………………………………….. 6
圖2-1 服務接觸模型………………………………………………13
圖2-2 海岸巡防機關安全檢查服務接觸模型…………………….14
圖2-3 劇場理論組成要素………………………………………….18
圖2-4 劇場理論架構下的服務表演………………………………..19
圖2-5 海岸巡防機關安全檢查接觸體驗與口碑反應關係……….28
圖3-1 本研究探討架構…………………………………………….29
表目錄
表2-1 各類經濟型態………………………………………………20
表2-2 體驗行銷之媒介與海岸巡防機關安全檢查傳達工具對照表…………………………………………………………...25
表3-1 漁民問卷衡量變項、相關文獻及問卷題號之設計彙總表..36
表3-2 漁民問卷第一次修正對照表……………………………….38
表3-3 漁民問卷第一部份項目分析結果總表…………………….39
表3-4漁民問卷第二部份項目分析結果總表……………………..39
表4-1 「安檢服務接觸重要事件問卷」樣本基本資料……………. 42
表4-2 「安檢服務接觸」樣本基本資料……………………..………43
表4-3 安檢人員服務接觸評估量表上之信度分析………………..44
表4-4 安檢人員服務接觸評估量表上之因素分析…………….….45
表4-5 安檢人員工作範圍認知分量表之信度分析…………….….46
表4-6 安全檢查服務接觸體驗分量表之信度分析………………..47
表4-7 安檢人員工作範圍認知分量表之因素分析………………..48
表4-8 安全檢查服務體驗分量表之因素分析……………………..49
表4-9 「不滿意」與「滿意」事例摘要與分類表………………….51
表4-10 安檢人員角色行為的認同程度……………………………56
表4-11 安檢人員的工作經驗認知………………………..………..57
表4-12 職位對安全檢查行為表現上之差異顯著性檢定…………57
表4-13 工作資歷對安全檢查行為表現上之差異顯著性檢定……58
表4-14 年齡對安全檢查行為表現上之差異顯著性檢定……........59
表4-15 其他安檢所經驗對安全檢查行為表現上之差異顯著性檢定……………………….…………………………………..59
表4-16 學歷對安全檢查行為表現上之差異顯著性檢定…………..........................................................................60
表4-17 漁民對安檢人員的安檢處置認知…………………………61
表4-18 漁民對安全檢查服務的體驗感受之認同程度……………62
表4-19 年齡對安檢人員安檢處置認知程度之差異顯著性檢定…63
表4-20 教育程度對安檢人員安檢處置認知程度之差異顯著性檢定
.............................................................................................64
表4-21 漁業類別對安檢人員安檢處置認知程度之差異顯著性檢定
.............................................................................................65
表4-22 月平均收入對安檢人員安檢處置認知程度之差異顯著性檢定…………………………………………………………...65
表4-23 居住地對安檢人員安檢處置認知程度之差異顯著性檢定…………………………………………………………..66
表4-24 年齡對安檢接觸體驗感受之差異顯著性檢定……………………………………………….……...…67
表4-25 教育程度對安檢接觸體驗感受之差異顯著性檢定………68
表4-26 從事漁業類別對安檢接觸體驗感受之差異顯著性檢定….......................................................................................69
表4-27 月平均收入對安檢接觸體驗感受之差異顯著性檢定……70
表4-28 居住地對安檢接觸體驗感受之差異顯著性檢定…………71
表4-29 漁民對安檢人員的安檢處置能力之信任程度與口碑反應間之關係...................................................................................73
表4-30 漁民對安檢服務接觸體驗與口碑反應間之關係……..…..74
表4-31 口碑反應與服務體驗之迴歸分析-強迫進入變數法……..75
表4-32 口碑反應與服務體驗之迴歸分析-逐步迴歸分析法……..76
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