中文摘要:

顧客滿意度為近年來經常受到國內外企業或政府機關所重視的議題。行政機關自1980年代中期受到新公共管理思潮導入顧客導向以來，民眾對於公務人員的服務滿意度均會影響民眾對於政府的信心與支持度。警察機關不斷要求員警受理報案時應表現良好的服務態度以提供優質的服務品質。然而影響犯罪被害人對於警察受理報案服務滿意度的實證研究仍相當缺乏，因此本研究旨在探討犯罪被害人對於警察受理報案服務滿意度的影響因素。本文採用訪問調查法，問卷內容包括「社區治安狀況」、「警民過去接觸經驗」、「受理報案服務品質」等三個自變項及「被害人滿意度」為依變項的問卷。本文針對新北市地區2011年住宅竊盜被害人2330位為調查對象，共計完成467位問卷調查以了解受訪者對於研究主題的看法。問卷的量化分析方法採用結構方程模式分析（SEM）以檢證研究架構合適性。研究結果顯示各自變項直接或間接影響被害人的滿意度，其中尤以受理報案服務品質的影響力最為顯著。總結而言，此研究希望能夠建構本土的理論模型並解釋警察受理住宅竊盜報案服務滿意度影響因素的動態關係，警察機關也可藉此進一步了解住宅竊盜被害人 是如何重視報案的服務品質。

英文摘要:

Researchers of NPM (new public management) have often suggested that customers' satisfaction toward public officer would likely affect their confidence and support of government. However, research which has empirically documented the determinants of satisfaction toward the police service is scant, especially burglary victim. Therefore, the aim of this article attempts to explorewhat are determinants of burglary victim's satisfaction toward police. The research involved a survey, comprised of four sets of questionnaires concerning community security situation, police-victim pre-contact experience, police service quality and victims' satisfaction. 467 survey questionnaires were conducted in this study to understand the perception of community security situation, police-victim pre-contact experience, police service quality and satisfaction. The quantitative analysis of the questionnaires was conducted through SEM in order to confirm the validity of research framework. Results of this study showed that dependence variable is influenced directly and indirectly by all independence variables. To conclude, this may be of importance in explaining the dynamic relationship between determinants and satisfaction especially in service quality factor, as well as in providing police officer with a better understanding of how victims of burglary concerningabout high service quality.

資料來源: http://www.airitilibrary.com/Publication/alDetailedMesh?DocID=10192433-201309-201310090009-201310090009-47-90