The Study of Firefighters Services and Public Satisfaction

• Main Authors: Shen Yu-Lin, 沈宥霖
• Other Authors: Tsung Ju Yang
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/18332404485594226809

碩士 === 明新科技大學 === 服務事業管理研究所碩士班 === 103 === Fire-fighting organization is a part of government administration organization and is the sector in charge of public security and people’s emergency cases. Citizens’ life standard is growing and the requirement toward the quality of governmental administration is increasing as well, and public sectors also continuously require to improve citizens’ satisfaction toward administration. However, professional domestic study of citizens’ satisfaction of fire-fighting operation is insufficient. Thus, in this research focusing on fire-fighters’ on-duty service quality, case management efficiency, communication quality, 277 effective questionnaires received from the citizens in the past 3 months were reviewed and analyzed by the method of structural formula. The research analysis shows: 1.The replie statistics differ based on interviewees’ different vocations. 2.Interviewees advocate fire-fighting service quality is with positive effect based on citizens’ satisfaction. 3.Interviewees disagreed the fire-fighters’ case management efficiency is with positive effect based on citizens’ satisfaction. 4.Interviewees advocated communication quality is with positive effect based on citizens’ satisfaction.