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題名 | 民眾對志工服務品質及流程滿意度之研究--以高雄縣政府消防局婦女防災宣導隊為例=Research of Service Quality and Process Satisfaction for Volunteers: Based on Woman Anti-calamity Propagandist of Fire Department in Kaohsiung County |
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作者 | 吳岱儒; 梁新華; |
期刊 | 資訊與管理科學 |
出版日期 | 20101200 |
卷期 | 3:2 2010.12[民99.12] |
頁次 | 頁73-100 |
分類號 | 547.16 |
語文 | chi |
關鍵詞 | 志工; 服務品質; 婦女防災宣導隊; Volunteer; Service quality; Woman anti-calamity propagandist; W.A.P.; |
中文摘要 | 在政府部門預算資源有限之下如何透過志工做好火災預防工作,是一項重要議題,而婦女防災宣導隊爲各縣市政府皆有之志工團體,其防災宣導效果將關係到人民的生命安全。故本研究嘗試透過瞭解婦女防災宣導隊的服務品質,試圖針對有形性、回應性、確實性、可靠性及同理心等五個構面,來歸納影響民眾在宣導過程中之流程滿意度之結果。結果顯示,志工防災宣導過程滿意度受服務品質中有形性、回應性、確實性、同理心等構面之影響。本研究透過高雄縣所屬婦女防災宣導隊,針對民眾進行宣導服務品質相關問卷調查,並就對相關研究結果,對公部門如何提昇婦女防災宣導隊等志工服務品質,提供策略性政策建議。 |
英文摘要 | It's a key issue that government tries to finish anti-calamity propaganda task through volunteers under limited budget. While Woman Anti-calamity Propagandist (W.A.P.) is a volunteer organization among city or county government, its propaganda service quality will affect the safety of peoples life. Our research will realize the citizens' satisfaction toward WAP service through service quality, which includes five dimensions, such as tangibility, reliability, responsiveness, assurance and empathy. The result shows that only tangibility, responsiveness, assurance and empathy dimensions will influence the WAP service process satisfaction. Therefore the empirical result conducted by questionnaire will provide some suggestion for enhancement of WAP service quality. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。