A SATISFACTION SURVEY AND EXAMINATION ON THE INVESTIGATION OF ROAD TRAFFIC ACCIDENTS AND ITS OPERATION SYSTEM
Dr. Lawrence W. Lan
|關鍵字:||滿意度;專家鑑定;交通事故;Satisfaction scores;Investigation;Traffic accidents|
In the past decade, the number of road traffic accidents per year in Taiwan averaged at 3,000, however, the annual number of cases appealed to investigation was about 11,000, three times of accidents occurred per year. The annual number of cases appealed to reinvestigation was about 2,000, about one fifth of the total investigation cases. It implies that there may exist inappropriate process in the investigation operation system. In order to improve the quality of investigation, finding out the problems seems quite pressing. The purpose of this study is to conduct a satisfaction survey on the investigation for road traffic accidents, and to collect reasons for unsatisfaction as a guide for proposing countermeasures. Five-point Likert scale and classical weighted average method are used to calculate the satisfaction scores. Cross analysis and factor analysis are performed to better understand the insight of the investigation operation system. The results indicate that people have the lowest satisfaction scores in three items, including 'the pictures at scene', 'the contents and the tempo of the report', and 'people adequately expressing the details of the case'; investigators have the lowest satisfaction scores in three items, including 'people fairly explaining the details of the case', 'the investigation tables', and 'the pictures at scene'. Three major issues including 'police treating the accident at scene ', 'the investigation system operation', and 'the performance of investigation meeting' are identified through factor analysis, the countermeasures of these major issues are proposed.