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題名 | 消防機關緊急救護服務品質影響因素探討=A Study on the Construction of Service Quality Evaluation Index for Emergency Medical Service of Fire Department |
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作者 | 梁志銘; 羅凱文; | 書刊名 | 中央警察大學災害防救學報 |
卷期 | 5 2004.09[民93.09] |
頁次 | 頁151-177 |
分類號 | 575.872 |
關鍵詞 | 緊急救護; 服務品質; SERVQUAL; Emergency medical service; EMS; Service quality; |
語文 | 中文(Chinese) |
中文摘要 | 隨著時代的變遷,緊急救護不似以往只是單純運送病患的工作,消防機關為了提升緊急救護服務品質與滿意度,也做了多方面的努力,例如:救護人員專業素質、救護裝備、救護技術、服務態度等的提升。而當消防機關有限的資源中,將緊急救護的服務品質更為提升。而當消防機關投注資源與人力的同時,如果能充分瞭解民眾的需求與感受,則能在消防機關有限的資源中,將緊急救護的服務品質更為提升。因此,本研究將服務品質的觀念導入消防機關緊急救護中,依據Parasuraman, Zeithaml & Berry等三位學者所提出衡量服務品質量表為基礎,針對消防機關緊急救護服務品質特性,整理出緊急救護品質的影響因素,並透過訪談消防機關緊救護工作之決策者、執行者及醫療單位的專家學者,進一步將服務品質的相關因素加以整理與建構,作為日後衡量消防機關緊急救護之工具與提升服務品質之參考。 |
英文摘要 | With the change of the eras, Emergency Medical Service (EMS) is not a pure job to transit patients as before. Fire department, as the main agencies to be responsible for this job in Taiwan, make a lot of efforts to promote service quality and customer satisfaction in the realm of EMS, such as enhancing professional capability of EMS employees, reinforcing equipment of EMS, improving service attitude and skills, etc. If fire departments can understand the requirement and feeling of patients while they pour great deal of resources like budges and personnel under the situation of limited resources, service quality of EMS could be promoted more efficiently and effectively. Hence, the present study leads the concept of service quality into EMS in fire departments. Based on the SERVQUAL instrument proposed by Parasuraman, Zeithmal & Berry in 1988, we focus on examining the characteristics of EMS in fire departments and influential factors. Finally, through interviewing experts and scholars such as decision makers and professional practitioners in fire departments and doctors in hospitals, we investigate the influential factors and evaluation criteria to measure service quality of EMS in fire departments. Such results can be the vital references for estimating service quality of EMS in fire department and for promoting service quality in the future. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。