Conference Proceedings

5th International E- conference on Engineering, Technology and Management - ICETM 2021

The Relationships among the Service Quality of Fire Security Inspection and People's Satisfaction - A Study on Elder Care Facilities

Author(s) : CHUN-WEI WANG, YI- CHUN LIN

Abstract

This study examines the relationships between fire safety inspection and quality of service in hopes of better achieving the goal of protecting people's lives and property. Study samples are collected from owners and fire protection managers of elder care facilities around Taiwan. In total, 419 questionnaires were distributed, and 334 were answered and collected. The study applies structural equation model (SEM) and is analyzed by Amos version 18.0. The study results indicate that the quality of service of fire safety inspection has a direct influence over how people are satisfied with the service, and the direct influence is exerted through the quality of relationships; inspectors characteristics have a direct influence over the satisfaction rate through the quality of relationships; the images of fire departments also have direct impacts over how people perceive the service. Key factors that have the most influence over how people are happy with the service are, in order of their degree of influence: the service quality of fire safety inspection, images of the fire departments, and the inspectors characteristics. In addition, after evaluating the overall model, a positive and fair result is shown in applying SEM to retrieve the service satisfaction rate by examining quality of service of fire safety inspection, inspectors characteristics, images of fire departments, and quality of relationships; also, SEM can be used to interpret data, the results of which can serve as reference for the fire departments in the future in formulating safety inspection policies

Conference Title : 5th International E- conference on Engineering, Technology and Management - ICETM 2021
Conference Date(s) : 25 April, 2021
Place : Online (Via Video Conference)
No fo Author(s) : 2
DOI : 10.15224/ 978-1-63248-192-4-08
Page(s) : 32-50
Electronic ISBN : 978-1-63248-192-4
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