第1筆 /總和 1 筆
/ 1 筆
頁籤選單縮合
題名 | 牛乳檢驗室之服務品質及滿意度調查=Service Quality of the Raw Milk Analysis Laboratory |
---|---|
作者 | 凃柏安; 方愛茹; 楊明桂; 賈玉祥; 王佩華; 周文玲; 蕭振文; | 書刊名 | 中國畜牧學會會誌 |
卷期 | 46:3 2017.09[民106.09] |
頁次 | 頁235-256 |
分類號 | 473.7 |
關鍵詞 | 因素分析; PZB缺口; 生乳檢測; 服務品質; Factor analysis; PZB gap; Raw milk analysis; Service quality; |
語文 | 中文(Chinese) |
中文摘要 | 近年來我國參與乳牛群性能改良(Dairy Herd Improvement, 以下簡稱DHI)計畫的酪 農戶數及泌乳牛頭數呈現穩定而未成長之趨勢,如何提升 DHI 之參與率,是行政院農業委 員會畜產試驗所新竹分所牛乳檢驗室(以下簡稱牛乳檢驗室)與相關單位努力的目標。酪農 戶是否參加 DHI 及生乳品質檢測服務,可能受到包括:DHI 牛乳檢驗室之檢驗項目、檢測 設備、流程步驟、雲端資訊服務網、回應速度、決策支援、資安隱私及服務態度等因素影響, 因此提供良好之服務品質與正確進行生乳品質檢測服務,才能提升酪農 DHI 參與率進而達 到提升泌乳牛性能之目的。本研究主要目的為瞭解參與 DHI 酪農戶對於生乳檢測服務之期 望,與目前感受滿意度之差距,藉由 PZB 服務品質之五大構面(實體性、可靠性、反應性、 保障性、關懷性)及整體顧客滿意度評估方式,以 SERVQUAL 量表作為問卷之基本架構, 由測乳輔導員進行實地問卷調查。本研究調查的對象為接受牛乳檢驗室生乳檢測服務的 DHI 酪農戶共 135 戶,問卷進行時間由 2017 年 6 月 1 日至2017 年7 月31 日,為期2 個月,共 回收112 份問卷,扣除無效問卷 12 份後,有效問卷共 100 份,有效問卷比例 74.07%。所獲 資料以統計軟體 SPSS 進行基本特性、因素分析與相關性分析。研究結果顯示,由 PZB 缺 口理論計算缺口大小,缺口較大者,例如「1-3-2 檢驗數據之書面報告寄達速度能夠迅速即 時的回應酪農需求」與「1-3-5 臺灣乳牛雲端資訊服務網的使用流程迅速簡便」等項目,應 優先進行改善以縮小服務品質缺口,進而提升參與酪農戶之滿意程度。生乳品質檢測服務項 目中,各構面之重視度與感受滿意度間皆有正相關性;而以受訪者背景為變項分析後發現, 未來加強數位化及簡易化報表將有助於改進檢測資訊並改善傳遞速度及易讀性;性別對於整 體滿意度無顯著影響;而越年輕及飼養規模越大者在不同構面會有感受滿意度較低之情形; 長期使用生乳檢測服務之 DHI 酪農戶則應新增檢測項目及進行決策支援系統改善等創新研 發;上網型檢測報表網頁應於未來調整讓使用者便於以智慧型手機及平板電腦等行動連網裝 置閱讀。牛乳檢驗室未來將根據「服務品質缺口較大者」之項目,掌握不同族群之需求與重 視特性,提供有效之服務以改善參與DHI 生乳品質檢驗之酪農戶之感受滿意度,增加 DHI 酪農戶未來參與 DHI 生乳品質檢驗之意願,進而提升全國泌乳牛頭數與酪農戶數之參與率。 |
英文摘要 | The number of DHI participating farmers and milking cows has steadily grown, but has recently encountered a bottleneck. Further improvement of DHI service quality is the main goal for agriculture administration. The considerations for involvement of DHI include testing items, equipment, processing, online service, responsiveness, decision support, service attitude, privacy and internet security, respectively. The service quality of raw milk testing is an important factor for further increasing DHI farm participation and the milking performances of dairy cattle. The goals of this study were to analyze the gap between the expectation and satisfaction of raw milk analysis service quality for DHI participant farmers. Five determinants of PZB service quality service were measured using SERVQUAL measurement scale. From June 1st till July 31st, a total number of 135 questionnaires were sent to DHI farmers and 112 questionnaires were recovered. Nine were counted as invalid questionnaires, and 103 (76.29%) were counted as effective questionnaires. Basic population statistic variables, factor analysis, and correlation analysis were performed by using SPSS, respectively. A large gap was found in the “Responsiveness” aspect, and immediate improvement should be applied. Positive correlation was found between expectation and satisfaction of each aspect. The digitalization and simplification of reports are required for the delivery and readability, respectively. The gender of DHI farmers showed no significant differences in overall service quality awreness. However, the younger DHI farmers and the farmers with larger herd sizes tend to have lower satisfaction than others on the DHI milk analysis service quality. The decision supporting system, more testing items, and readable online report for mobile devices were also required for the satisfaction of different DHI farmer groups. This research is important for providing better and more effective raw milk analysis services 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。