104-110年食品藥物管理署施政滿意度趨勢分析   全文下載

Trend Analysis of the Citizen Satisfaction Survey of the Taiwan Food and Drug Administration, 2015-2021

為瞭解民眾對食品藥物管理署（下稱食藥署）施政滿意度，本研究透過電訪及網路調查，分析民眾對食藥署在整體施政表現及各類產品（食品、藥品、醫療器材及化粧品）管理之滿意度。根據調查結果，食安議題是民眾關注焦點，分析民眾對食安管理不滿意原因，其主因是「執法不力、對廠商懲罰太輕」。分析104-110年度趨勢顯示民眾對於食藥署管理醫療器材與藥品面向滿意度普遍較高，其中以食品管理面向逐年提升，從104年27.0%至108年80.0%。與網路調查比較，電訪調查於104-107年，各面向除化粧品管理外之正面評價皆較高。因104年間受食安議題影響偏低、近年食藥署積極改善措施及修法使滿意度於109年達高峰，而109-110年可能受食品進口議題及新冠疫情影響略微下降。由雷達圖顯示在六都與非六都之間有城鄉差距，重疊越多，差異越小而持正面評價較高者往外分布。藉由本研究結果，食藥署將持續透過民調檢視施政滿意度表現與策略行銷，以提升行政效率及為民服務品質。

To understand the citizen satisfaction with the overall performance of the Taiwan Food and Drug Administration (TFDA) and management of various products (food, drugs, medical devices and cosmetics), surveys were conducted via telephone and internet . The result showed that food safety was the major concern. The key reason of dissatisfaction on the performance in the food safety management was “ineffective law enforcement and inadequate penalty to manufacturers”. The trend analysis of the citizen satisfaction indicated that the medical devices management and drug management performed generally good from 2015 to 2021. On the other hand, the percentage of satisfaction of the food management increased gradually from 27.0% in 2015 to 80.0% in 2019. Compared to the results of internet survey, the overall and product-specific satisfaction, except for the cosmetics management, via the telephone survey was higher from 2015 to 2018. The trend of low satisfaction may be related to the food safety issues in 2015. The peak of satisfaction in 2020 may be attributed to the active enhancement and recent policy amendment by the TFDA. The slightly drop of satisfaction between 2020 and 2021 may link to the food import issues and the Covid-19 pandemic. The radar-chart shows the urban-rural gaps between the six special municipalities and the non-special municipalities; the more the two overlaps, the smaller the differences, and the higher satisfaction dispersed outward. Accordingly, the TFDA will continue the survey to monitor the performance as well as develop marketing strategy for the improvement of the management efficiency and quality of services to the public.