政府為扭轉民眾對公部門的形象，要求各部門均以為民服務為目標，以達成民眾的滿意。本研究以基隆港麗星郵輪寶瓶星號旅客證照查驗通關為研究範圍，探討基隆港國境事務隊證照查驗通關服務品質之內涵與現況。針對各個構面的重要性與滿意度矩陣分析後，移民署應優先改善的服務品質項目計有「熱忱解決旅客問題」、「主動提供協助」、「服務在一定時間完成」、「旅客優先的態度」、「聆聽旅客的需求」、「耐心解決旅客問題」、「旅客通關等候時間」、以及「旅客出入境標準作業流程」等項。

In order to improve the impression of the public sector, the government asked every department to provide high standard service quality, intending to make the public satisfied and to build a better image. The purpose of the study was to assess the essence and the present status of service quality the Keelung Port Brigade, Border Affairs Corps of National Immigration Agency provided during passport inspection to, specifically, passengers of SuperStar Aquarius, Star Cruise. Through the matrix analysis of importance - satisfaction, the study concluded 8 aspects of service quality that National Immigration Agency needs to improve in priority. These are “Immigration officers would help passengers with any kind of problems they encountered with enthusiasm”; “Immigration officers are spontaneous to offer assistance or service”; “Immigration officers would be able to complete the assistance or service they promised to provide to passengers within a certain amount of time”; “Immigration officers would be able to present “passenger’s benefit first” attitude”; “Immigration officers could listen to passengers with patience and understand their needs”; “Immigration officers could explain to passengers how to solve problems patiently”; “The waiting time in queue passengers need to spend for passport inspection”; and “National Immigration Agency builds a set of standard operation procedure (SOP) or related regulations for conducting entry and exit affairs”.