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題名 | 消防設備師(士)執行消防安全設備檢修申報作業服務品質評估指標建構之相關因素初步探討=A Pilot Study on the Construction of Service Quality Evaluating Index for Fire Protection Equipments Maintenance by Fire Engineers |
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作者 | 何景文; 鄧子正; | 書刊名 | 中央警察大學災害防救學報 |
卷期 | 3 2002.09[民91.09] |
頁次 | 頁1-32 |
分類號 | 575.872 |
關鍵詞 | 消防設備師; 消防設備士; 消防檢修申報作業; 服務品質; |
語文 | 中文(Chinese) |
中文摘要 | 消防設備檢修申報作業是近幾年來政府致力推動的火災預防工作重要的一環,而負責執行消防設備檢修申報作業的消防設備師(士),更是該項作業執行成敗的重要關鍵。因此,消防設備師(士)執行檢修申報作業服務品質的提升,不但能提升火災預防的成效,還可以導正民眾的火災預防觀念,進而支持檢修申報制度的推動與報執行。在此一緣由下,針對消防設備師(士)執行檢修申報作業的服務品質進行研究,就變得特別重要。因此,本研究將把服務品質的觀念,導入消防檢修申報作業的執行裡,利用服務品質相關文獻的理論探討,整理出建構消防設備師(士)執行檢修申報作業服務品質評估指標的可能影響因素,並再透過訪談實際執行檢修工作的消防設備師(士)、負責委託檢修申報業務的場所管理人、相關專業之官員與學者專家,進一步將消防設備師(士)執行檢修申報作業服務品質的評估指標建構的相關因素加以整理與建立。而經過研究的結果發現,這些相關因素可以分成五類,分別是「口碑形象」、「執行人員」、「設備器材」、「服務過程」及「服務成果」五個項目來探討。 |
英文摘要 | The fire protection equipments maintenance is one of the prevention assignment that government has been making efforts in recent years. The key factor of effect to finish the project successfully is based on the fire engineers who is charge of executing the fire protection equipments maintenance. The service quality of fire protection equipments maintenance raised by fire engineers not only promotes the effect of fire prevention but also gives ideas about fire prevention to people and getting the supports from team. For this reason, it becomes very important for fire protection equipments maintenance that executes by fire engineers. This paper guides the concept of service quality to the execution of fire protection equipments maintenance. According to the reference about service quality, I am trying to find out the potential factors of service quality while fire engineers performing his fire protection equipments maintenance. By interviewing the fire engineers who performs the work directly, managers of the building who are the consignors of the work, government officials, experts and scholars who major in related fields, and further, establish the relative factors in fire protection equipments maintenance that execute by fire engineers of service quality and to build up the evaluating index. The relative factors divided into five categories after researched, as follow: 「Public Praise Image」、「Executive person」、「Equipments & Applies」、「Service Process」and 「Service Achievement」to do research of five items. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。