道路交通事故鑑定滿意度調查及其作業機制之檢討研究

Abstract

台灣地區歷年來道路交通事故發生數大約三千多件，而申請鑑定的案件數則有一萬一千件左右，約為事故發生數的三倍，鑑定後再申請覆議的案件則有二千多件，約佔總鑑定案件的二成。由此可知：現行鑑定作業機制可能存在著許多缺失，故為提昇事故鑑定品質，積極尋找出當前肇事鑑定系統癥結所在，實為當務之急。 本研究利用問卷調查以瞭解事故當事人及委員對道路交通事故鑑定之滿意程度，對不滿意者進一步詢問其意見，供後續課題研擬之參考依據；在滿意度量測方面，以Likert五分法及古典加權平均法計算其滿意值。再對該資料進行交叉分析及構面縮減分析，以充分掌握各個屬性的差異性及歸納出主要的課題構面供後續的檢討分析。 本研究結果顯示：民眾對於「現場跡證照片」、「鑑定報告的內容及時效」、「民眾對案情的充分表達」等三項的滿意程度最低，而委員對於「民眾說明案情的公正性」、「事故調查表」、「現場跡證照片」等三項的滿意程度最低；最後藉由因子分析將各要項縮減成「警方事故處理蒐證面」、「鑑定會體制及運作面」、「鑑定會議施行面」等三大構面，依序進行重要課題的歸納與檢討，並針對各個課題研擬改善對策以供參考。

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.