| 英文摘要 |
Every year Environmental Protection Administration (EPA) conducts a survey. The purpose of this survey is to understand the satisfaction about application forms design, service in answering person, service index and layout of EPA, service in receiver, the network service, service in EPA staff, efficiency in case-investigation, service in renew procedure, corrupt situation when EPA accept applications, and the whole satisfaction of EPA.
The samples in this investigation were collected from person who filed application to EPA from 2006.7 to 2007.6 in Taiwan. In this case, we use CATI (Computer Assisted Telephone Interview) system and interview 589 applicants successfully. According to the research findings : 95.7 percent of interviewees feel satisfied with the service in answering person. 3.6 percent of interviewees feel dissatisfied. 81.0 percent of interviewees feel satisfied with application forms design. 16.0 percent of interviewees feel dissatisfied. 86.1 percent of interviewees feel satisfied with the service index and layout of EPA. 12.9 percent of interviewees feel dissatisfied. 97.0 percent of interviewees feel satisfied with the service in receiver. 3.0 percent of interviewees feel dissatisfied. 84.0 percent of interviewees feel satisfied with the network service in EPA. 12.9 percent of interviewees feel dissatisfied. 94.1 percent of interviewees feel satisfied with the service in EPA staff. Only 3.9 percent of interviewees feel dissatisfied. 72.7 percent of interviewees feel satisfied with verity efficiency. 23.9 percent of interviewees feel dissatisfied. 94.9 percent of interviewees feel satisfied with the service in renew procedure. Only 2.0 percent of interviewees feel dissatisfied. 93.0 percent of interviewees feel satisfied with the whole service process. Only 5.3 percent of interviewees feel dissatisfied.
In order to process the case of citizen’s complains and grievances effectively, the Environmental Protection Administration (EPA) has established the Center for Environmental Complains and created a completely management model since 1991. To understand the satisfaction of local environmental administration that processing citizen’s complains, the EPA has commissioned E-Strategy Research Center to investigate the satisfaction of different levels of environmental administration case in dealing with complains cases.
The samples of this survey were collected from person who had called 0800-066666 to EPA and left telephone number during January to September in 2007 in Taiwan. And the total interviewers in this survey were 3,020 applicants successfully. During this investigation, CATI (Computer Assisted Telephone Interview) system is applied to survey the data.
Results:In the types of public nuisance disputes case, in terms of number of the case, the problem of air pollution is the highest percentage (33.1%), then is noise problem (31.8%). 87.9 percent of interviewees feel satisfied with Environmental Complains Center’s Services. And only 10.3 percent of interviewees feel dissatisfied.38.5 percent of interviewees feel satisfied with processing result of their complains, and 60.6 percent of interviewees feel dissatisfied.29.1 percent of interviewees came to the pollution source with auditors, and 70.9 percent of interviewees don’t.In these interviewees who came to the pollution source with auditors, 75.8 percent of interviewees feel satisfied with the timing that auditor appearance and 18.2 percent of interviewees feel dissatisfied.In these interviewees who came to the pollution source with auditors, 76.4 percent of interviewees feel satisfied with the attitude of auditor’s services, and 19.1 percent of interviewees feel dissatisfied.In these interviewees who came to the pollution source with auditors, 59.4 percent of interviewees feel satisfied with EPA staff’s professional abilities, and 24.2 percent of interviewees feel dissatisfied. In these interviewees who received the response of environmental agency, 76.9 percent of interviewees feel satisfied with the respond timing pervaded by environmental agency, and 19.6 percent of interviewees feel dissatisfied. In these interviewees who received the response of environmental agency, 77.7 percent of interviewees feel satisfied with the respond attitude of environmental agency, and 19.9 percent of interviewees feel dissatisfied.52.5 percent of interviewees express that they plead several times in the same complain case.
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