民眾對員警服務品質滿意度之研究－以嘉義縣地區為例

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Title:	民眾對員警服務品質滿意度之研究－以嘉義縣地區為例
Other Titles:	People's research of member's alert service satisfaction correctly--Take area of Chiayi county as an example
Authors:	林順當 Lin, Shun-tang
Contributors:	資訊管理學研究所吳光閔 Guang-ming Wu
Keywords:	人權;服務品質滿意度;全民拼治安 All the public strive for security;Satisfaction with service quality;Human rights
Date:	2006
Issue Date:	2015-08-04 14:50:20 (UTC+8)
Abstract:	提供民眾「免於恐懼」、「免於怨尤」、「免於匱乏」的安寧生活，一向為政府首要之施政重點，亦為全體民眾殷切之期盼。警政署自94年3月實施「全民拼治安行動方案」，及9月份實施「全民拼治安後續策略作為」以來，在中央各部會、地方政府與全民共同努力下，已使社會治安漸趨穩定。95年度警政署仍將持續結合政府與民間力量，規劃「全民拼治安後續行動方案」，積極改善治安環境，確保民眾生命財產安全，提升民眾對治安之滿意度。　　　但在高度強調「人權」的民主化社會中，代表政府執行公權力的警察人員，要如何滿足民眾期望或解決民眾所面臨的問題，進而達到對大多數守法民眾提供最高品質的服務，即為本研究探討的議題，因此，本研究主要目的在探究瞭解轄區民眾對員警服務品質滿意度，以提出適當建議供地方治安首長對強化改善治安作為參考，也作為警察人員在執行法律所賦予的職責時得有遵循的方向。本研究係以住居所在嘉義縣地區之民眾以110電話報案處理後，由警察局勤務指揮中心執勤人員以電話複式再訪查紀錄，透過次數分配統計分析、描述性統計分析、t檢定、單因子變異數分析等統計分析方法進行資料分析，分析結果發現民眾對員警服務品質的滿意程度均偏向普通，顯示嘉義縣各警分局對於處理案件的到達速度、受理態度及處理過程均有待加強，以提昇民眾對員警服務品質的滿意度。　　To provide people with a peaceful life which is 「Free of Fear」, 「Free of Complaint」, and 「Free of Deficiency」has always been the government's top one policy, and also the high expectation of the public. Since March 2005, the National Police Administration carried out the action projects of ＂All the public strive for security＂ and ＂The follow up strategy performance for All the public strive for security＂ in September, under the efforts of central government organizations, the local government and the public, the society gradually becomes secured. In 2006, the National Police Administration still continues to join the strength of the government and the public and plans to follow up 「The action project of All the public strive for security」, aggressively improve the security environment, assure the security of people's life and property, and to promote people's satisfaction with the social security.　　　However, in the democratized society which greatly emphasizes 「Human Rights」, how the police staff who represent the government to execute the public power to satisfy people's expectation or solve the problems people encountered, and further to achieve the highest quality services for most of the people who abides law is the issue of this study, therefore, the main purpose of this study is to explore and understand the satisfaction with the quality of the police services for the public in the area where the police is in charge, to issue proper suggestions providing references for the local police chiefs to enhance and strengthen securities, also to provide the guidance for the police to work on the duty granted by law. This study begins when people who live in the area of Chiayi dialing 110 for the police station, and the person who is in charge of the command center of the police station will re-visit the person by phone calls for the record, and proceed for the information analysis through the statistical analysis method of Descriptive Statistics, Times Allocation Statistic Analysis, T Test, An Oneway Analysis of Variance and etc. to proceed with data analysis. The result of the analysis found that people's satisfaction with police service quality for the public tends to be ordinary and manifests that in order to promote people’s satisfaction with the service quality of the police in handling cases, the police branch offices in Chiayi County need to be improved in the police arriving speed, the case taken attitude, and the processing procedures.
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