题名

監獄接見服務品質滿意度之探討－以桃園區監獄為例

并列篇名

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

作者

池文海(Wen-Hai Chih)；楊宗儒(Tsung-Ju Yang)；徐福灶(Fu-Tsao Shu)

关键词

服務品質 ； 顧客滿意度 ； 生活型態 ； service quality ； customer satisfaction ； life style

期刊名称

品質學報

卷期/出版年月

15卷1期（2008 / 02 / 01）

页次

63 - 83

内容语文

繁體中文
中文摘要

本文探討監獄的接見服務品質並分析受刑人家屬的人口統計變數及生活型態，同時依研究結果提供許多有價值建議供監獄機關參考。本研究以簡單隨機抽樣方法，問卷調查桃園地區三家監獄的313位受刑人家屬後發現：(1)受刑人家屬對接見服務品質的期望重要度顯著高於認知滿意度；(2)受刑人家屬對接見服務品質的認知滿意度可萃取出五個因素，包含關懷性、反應可靠性、有形性、訊息傳遞及通話品質等，而其生活型態可萃取出四個因素，包含時尚娛樂、工作狂熱、休閒社交及居家保健等；(3)受刑人家屬對接見服務品質的認知滿意度及生活型態集群分析後，可分爲高、低認知滿意群及熱情積極、冷漠中庸群；(4)受刑人家屬的年齡及學歷對接見服務品質的認知滿意度分群有顯著相關；(5)高、低服務品質認知群在時尚娛樂、居家保健二個生活型態構面有顯著差異。
英文摘要

The paper studies the reception service quality of prisons and analyzes the demographics and life styles of the family members of prisoners. According the results of the research, researches offer some valuable suggestions to the Institutes of Prison. The study use the simple random sample and questionnaire 313 family members of prisoners of three prisons in Taoyuan. The results show that: (1) The expectations of reception service quality of the family members of prisoners are higher than their perceptions. (2) Five factors can be extracted from the satisfaction of reception service quality, including empathy, responsiveness and reliability, tangibility, message transfer and call quality. And four factors can be extracted from the life styles, including Entertainment Fashion, workaholic, Leisure social and Home health care. (3) According to the cluster analysis, the factors of satisfaction of reception service quality could be divided into high and low quality perception two groups. And the factors of life styles could be divided into passion and apathy two groups. (4) The age and education of the family members of prisoners are significantly related with the groups of service quality perception. (5) The groups of high and low service quality perception are significantly related the two life-style dimensions, entertainment fashion and home health care.
主题分类 社會科學 > 管理學
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