A Study of Service Quality and Satisfaction in Coast Guard Administration: The Case of the Fishermen in Kaohsiung-Azusa office

• Main Authors: Wan-Ching Sun, 孫萬旌
• Other Authors: Chuan-Chun Wu
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/6327zp

碩士 === 義守大學 === 資訊管理學系 === 106 === How to meet the need of people is the most important task for a government. As a division of the government, Coast Guard Administration is focusing on improving service quality to benefit its stakeholder for a long time. However, the real situation is lack of evidence. Therefore, this research is conducted to empirically understand the evaluation of the fishermen on the service provided by Coast Guard Administration. The questionnaires are distributed and collected from local fishermen who live in the area of southern Taiwan. The PZB service quality model is applied to explore the differences between the anticipated and perceived service quality. After analyzing the data of questionnaires and applying Importance-Performance Analysis to categorize the items, the main results are shown as followed: First, the anticipated and perceived service quality provided by Coast Guard Administration are significantly different on fishermen’s mind. Second, the perceived service quality provided by Coast Guard Administration among fishermen of different locations and various fishing boats is significantly different. Finally, two items are allocated on second quadrant, which suggests the authority to concentrate on the items, because they are the most desired anticipation of the fisherman. Those items include: 1. they provide their service at the time they promise to do so and 2. They are expected to tell fishermen exactly when service will be performed.