The Study of Service Quality of Reception for Prison － An Empirical Study in Taoyuang Country Prison

• Main Authors: Fu-Tsao Hsu, 徐福灶
• Other Authors: Wen-hai Chih
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/04847875291216562598

碩士 === 國立東華大學 === 企業管理學系 === 93 === This research is focused on the satisfaction of reception service quality and life-styles, understanding the real demands for families of prisoners. I hope I can offer some useful and valuable suggestion to improve reception service quality and increase family satisfaction for Prison Institutes. According to the simple random sampling method, the research uses questionnaire survey to collect the specific information needed. Based on the objectives and hypotheses of the research, it is then analyzed and examined statistically. In conclusion, there are six major points: 1. The expectation of the families of prisoners in Taoyuan Country about the reception service quality is higher than cognition. Showing the Prison Institutes reception service quality has been examined for the demand of families of prisoners. It must be adjusted and corrected properly. 2. According to the factor analysis method, five dimensions are summed up with respect to the satisfaction of reception service quality characteristics for families of prisoners, namely “Responsiveness and Reliability”, “Tangibility”, “Message transmission” and “Dialoging quality”. As to The life-style characteristics for families of prisoners have four dimensions, namely “Amusement and Vogue”, “workaholic”, “Leisure and Social” and “Domestic and Health care”. These features can be reference of reception service quality for Prison Management. 3. According to the cluster analysis method, the satisfaction of reception service quality factors for families of prisoners is divided two group: “High” and “Low” quality cognition. As to the life-style factors for families of prisoners is divided two group: “Passion and Active”, “Indifferent and Medium”. The rates of discriminate are 98 percent and 97.42 percent. Showing the statistic results of cluster is good. 4. The coefficients of “Responsiveness and Reliability”, “Tangibility” and “Dialoging quality” of the regression model are obviously effective in the satisfaction of total reception service quality in Taipei Prison; with the effect of “Responsiveness and Reliability” being the most obvious. The coefficient of “Tangibility” of regression model is the only effective one in the satisfaction of total reception service quality in Taoyuan Prison. The coefficients of “Responsiveness and Reliability” and “Dialoging quality” of the regression model are clearly effective for the satisfaction of total reception service quality in Taoyuan Women’s Prison, with the effect of “Responsiveness and Reliability” being the most obvious. 5. The age and education are obviously effect in the service quality of satisfaction for the families of prisoners. The age range of the families of prisoners investigated is mainly around 21-30 years, the next range 31-40 years, upper the 41-50 years are “High Quality Cognition Group”, below the 31-40 years are “Low Quality Cognition Group”. The education range of the families of prisoners investigated is mainly around the senior-high schools the next range is the college schools, below the senior-high schools are “High Quality Cognition Group”, upper the college schools are “Low Quality Cognition Group”. 6. The “Amusement and Vogue” and “Domestic and Health care” dimensions are obviously effect in “High” and “Low” quality cognition group. On the “Amusement and Vogue” dimension, The “High Quality Cognition Group” is under the “Low Quality Cognition Group”. On the “Domestic and Health care” dimension, The “High Quality Cognition Group” is above the “Low Quality Cognition Group”.