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題名:警察機關受理報案服務滿意度影響因素之研究
作者:張淵菘
作者(外文):Chang, Yuan-Song
校院名稱:中央警察大學
系所名稱:警察政策研究所
指導教授:章光明、陳明傳
學位類別:博士
出版日期:2013
主題關鍵詞:報案住宅竊盜服務品質滿意度call for policehousehold burglaryservice qualitysatisfaction
原始連結:連回原系統網址new window
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本論文旨在探討警察受理報案服務滿意度的影響因素,藉由新北市政府警察局住宅竊盜被害人的實證調查,以發掘並建構符合本土需求之警察受理報案服務滿意度理論模式。
本文首先闡明研究背景、動機、目的,以確定研究方向,再進行文獻探討,確立本研究的架構。從研究架構中可明確掌握本文研究變項之間的關係,並據以建立研究假設。透過研究變項操作性定義之界定及衡量,進行問題設計及信度與效度的檢定,以確保研究資料蒐集的客觀正確。為了瞭解住宅竊盜被害人的滿意度,本研究針對2011年間曾經因家中遭遇住宅竊盜至新北市政府警察局所屬分駐(派出)所報案之被害人為調查對象,經受訪對象同意後,採取訪問調查法以獲得實證研究結果。
在分析方法上,本研究利用Cronbach’α係數進行量表內部一致性檢定;以百分比、平均數及變異數分析(ANOVA)描述各變項之特性及比例分配;以變異數分析及皮爾森積差相關分析來檢定研究各變項間假設;以因分析(Factor Analysis)萃取研究變項之共同因素;以Scheffe法進行多重比較之事後檢定,以T檢定(t-test)及迴歸分析(Regession Analysis)來探討各自變項對於被害人滿意度的影響;以結構方程式(Structure Equation Models, SEM)進行考驗分析,來驗證理論模式,並建立測量指標與潛在變項之間的關係,以考驗結構模式之適配性。
本研究經實證檢定後,獲得下列發現:
一、報案服務品質是被害人保護的基礎工作。
二、社區警政的哲學思維有助於提升被害人滿意度。
三、社區治安維護仍為不可忽視的本質工作。
四、報案服務品質仍應以顧客服務為導向。
五、流程管理是報案服務品質的核心關鍵。
六、優質服務態度表現為提升被害人滿意度的核心。
七、宏觀與微觀途徑均會影響民眾對警察滿意度。
根據研究結發現,本研究提出以下研究建議:
一、創設受理報案服務訓練工作坊。
二、精進受理民眾報案服務作為及督考獎酬機制。
三、建構以被害人為中心的報案服務流程。
四、型塑良善的領導風格與溝通機制。
五、建構優質服務的組織文化。
六、落實推行社區警政策略。
This paper is to explore the major determinants of burglary victim’s satisfaction toward the police by burglary victims in New Taipei City, along with service quality and satisfaction. With the empirical study on the burglary victim’s sticafaction in New Taipei City, the model to explain prior police-citizen contact, community security, service quality and victim’s satisfaction may be established.
The background, question and importance of this research are laid out to ascertain the research direction, followed by literature review to establish the conceptual framework. The relation between variables is identified in the research framework and the hypothesis is formulated accordingly. To ensure the objectiveness of the research, operational definition of variables is given and evaluated to design questionnaire and assess the reliability and validity. The sample comprises 467 victims who reported household burglaries to the police in New Taipei City, during the period of 2011.
Internal consistency is measured by Cornbach’α coefficient. Percentage, mean value and analysis of variance (ANOVA) are used to present the characteristics and percentage distribution of each variable. Pearson’s moment correlation coefficient analysis is used to assess the hypothesis between variables. Factor analysis is made to find common factor of variables. Scheffe test for homogeneity of variance is applied for post hoc analysis of multiple comparisons. T-test and regression analysis explore the effect of indepence varaiable on victim’s satisfaction. Structural Equation Model (SEM) is used to test and analyze theory and estimate the relation between indicators and latent variables. Causal path relationship between latent variables is tested for structural modeling fit.
The results of the research support these and measures of satisfaction with the service performed. Finding of this study include:
1.Police service quality is the groundwork for protection of household burglary victims.
2.Community policing is good for improving victim’s satisfaction.
3.In addition to police service, public security and order mantaining is still the essential work for police.
4.Police service quality should have an orientation towards victim’s right and need.
5.Process management (PM) is the critical element of service quality.
6.Good service performance included courtoues, fairness, politeness, concern, honest, helpfulness, friendliness and so on, are critical element for victim’s satisfaction.
7.Public security, order mantaing and service quality had significant influence on victim’s satisfaction.
This research has the following suggestions.
1.Create a workshop for training police to provide service quality as people call for police.
2.Enhance police service performance and mature the institution of superving and reward to police officer.
3.Establish the service process which police must concentrate their attention on victims need.
4.Set up a great leadership style and communicative system.
5.Establish great organization culture of high quality service.
6.Continued promoting community policing strategy.
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