| Summary: | 碩士 === 育達科技大學 === 行銷與流通管理所 === 103 === As a result of the excess use of global resources, it is increasingly noticeable the phenomenon of global warming and climate change as well as the complexity and diversity of natural catastrophe, all of which have elevated the challenges and difficulties for firefighters to perform their work. To name a few natural disasters that had caused a great deal of personnel resources from the fire department: the 2009 Typhoon Morakot that caused flooding in Southern Taiwan; the earthquake with a magnitude of 9 that triggered a tsunami in North East part of Japan on March 11, 2011 and the 6.2 magnitude earthquake occurred on June 2, 2013 in Nantou, Taiwan which resulted in major death and misfortune. Some might think it’s karma that Taiwan is located in an environment where is prone to disasters, but the country had demonstrated a significant strength and perseverance in coping with misfortune in the past decades. Even though catastrophe is inevitable, it is definitely possible to keep the damage to a minimum if preventative actions are taken before it hits. "Country can be stronger through fighting natural disasters."
The fire department of government organization provides services to the general public and cares about the feelings of them. The perspective of the general public whether it is from a system or operational point of views has been a vital issue for the fire department. It is clear to see a significant increase in both demand and expectation from the general public toward the firefighter’s services as a result of the continuous expansion of the executive authority and administrative responsibilities in the local city/county governments.
The purpose of this study is to analyze the quality of the services provided by the Miaoli County Fire Department and develop strategies to enhance the quality of service. A survey was created based on the PZB structure as well as referencing the SERVQUAL scale to develop twenty two questionnaires to evaluate the following five aspects of the services: tangibility, reliability, responsiveness, assurance and attentiveness. The goal of the questionnaires was to examining the perception of expectations and satisfaction of the services between the fire crews and the general public. However, the result from the survey had shown a significant discrepancy of the perspectives between the two. An in-depth interview was then conducted to gain a better understanding of the current challenges and provide recommendations to the Miaoli County Fire Department in order to enhance the quality of services in the future.
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