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| 題名: | 我國殯葬消費行為調查研究 |
| 作者: | 楊國柱 |
| 貢獻者: | 南華大學生死學系 |
| 關鍵詞: | 殯葬消費;消費行為;殯葬服務業;治喪需求
funeral consumer behavior;funeral consumer concept;funeral consumer market |
| 日期: | 2017 |
| 上傳時間: | 2018-12-06 14:45:57 (UTC+8) |
| 摘要: | 內政部前於民國95年辦理「臺閩地區殯葬消費行為調查研究」委託研究計畫，迄今相距10年，有鑑於95年當時之社會背景、殯葬消費行為及政策法令與目前差異甚大，無較新資料可供施政參考。為瞭解殯葬消費市場及消費行為之現況、殯葬消費保護觀念落實情形等，以供政府後續推動或制定相關政策及法規之參考，故辦理本研究。經調查分析發現： 一、殯葬消費市場及消費行為現況方面：治喪過程中全部委託殯葬服務業者辦理比率大幅上升，消費者對於殯葬禮儀服務業者服務的整體滿意度很高，國人對於各類殯葬設施之使用滿意度均較95年提升。此外將近六成民眾認同禮儀師專業證照的重要性，民眾高比率聽過環保自然葬且接受度高，但目前使用者少，電子輓額及電子外牌未使用者占多數，但有使用者滿意度偏高。 二、民眾之殯葬消費觀念及需求方面：半數國人能接受先行火化後另外找一天再舉行告別儀式，喪家聽過及考慮購買生前殯葬服務契約的比率均上升，國人普遍能接受女性擔任或從事喪禮中過去僅限於男性負責的項目，接近半數受訪者同意未婚女性過世後合爐寫入祖先牌位。 三、當前殯葬儀式型態方面：佛教儀式成為國人目前治喪時宗教類別的首選，火化後進塔為國人目前選擇比率最高的安葬方式，選擇安葬方式以考量祭拜方便居多，殯儀館成為最主要的辦理殯葬儀式的地點。 四、民眾選擇殯葬服務業者管道及殯葬消費金額方面：殯葬服務業者已成為民眾治喪時委託的首選，民眾選擇殯葬服務業者時著重於業者的口碑，人際網絡仍是治喪民眾選擇服務業者最主要的管道，殯葬總消費金額較10年前大幅下降。 五、殯葬消費保護觀念落實狀況方面：殯葬服務業者對於消費權益保護，例如簽約、開立收據或發票、向民眾告知消費資訊等的主動性，相較十年前明顯提升，但提供非契約原定服務內容時另行簽訂書面契約則有待加強。其次消費者對於自身權益的維護，例如對於契約審閱期及權利義務規定的認知，僅占半數。至於私立骨灰（骸）存放單位的消費部分，其消費保護觀念落實大致良好，惟消費者對於殯葬服務業者是否將收取之管理費設立專戶、專款專用普遍不瞭解。 根據上述調查發現，研提建議如下： (一)為因應環保自然葬成長趨勢，政府宜加強補助或鼓勵增設公墓內樹、灑葬區及公墓外骨灰拋灑植存區。 (二)因應喪家認同禮儀師證照之重要性，加強禮儀師管理工作。 (三)杜絕生前殯葬服務契約的消費糾紛，強化消費者對於預約身後事之信心。 (四)加強《平等自主‧慎終追遠～現代國民喪禮》一書的推廣，以落實現代性別平等觀念的殯葬禮儀做法。 (五)加強先行火化後另外找一天再舉行告別儀式的做法示範及引導。 (六)滿足無宗教信仰的需求，政府宜採取適當的因應措施。 (七)因應民眾選擇殯儀館及火化場作為治喪地點，宜增設殯儀館及火化場，以滿足民眾治喪需求。 (八)醫殯分流之後，政府應有配套措施，以滿足在醫院病逝的治喪需求。 (九)直轄市、縣(市)政府宜加強宣導評鑑績優業者名單，以利喪家選擇。 (十)輔導業者專業分工與創新化服務模式，以維護殯葬禮儀應有的功能。 (十一)加強消費者對於殯葬消費權益的自我爭取與維護的觀念。
Ministry of the Interior held Consumer Behavior Investigation and Study of Funeral in 2006 in Taiwan and Fujian, which has been over 10 years. In the light of the society context, funeral consumer behavior, policies and laws were quite different from now days, so there is no newer information for policy reference. The reason why we do this research is to understand the status about the funeral consumption market, consumer behavior, and the implementation of funeral consumer protection concept, so that we can provide the government with references to promote or to formulate the relevant policies and laws in the future. According to the research results: I. The Status About Funeral Consumption Market and Consumer Behavior: The rate has widely increased that customers authorize the whole funeral process to the undertakers, and the customers are satisfied with all the services. Also, the customers are satisfied with all kinds of funeral facilities, and the degree of satisfaction is higher than 2006; furthermore, there are 60% people agree with the importance of funeral instructor certification. Besides, there's a high percentage of people know what eco/natural burial and the acceptance is high, but only a few people adopt this measure. Electronic signage board which is hung above the entrance and electric couplets are not widely used, but the users' satisfaction is high. II. People's Consumption Concept and Requirement: Half of people think it is acceptable to hold the funeral on another day after their bodies are cremated. The rate that the family of the deceased have heard and considered to sign lifetime funeral service contracts is higher than before. Now days, most people think it is acceptable that female can engage in the funeral projects which only male could do in the past. Nearly half of the interviewees said it is acceptable that write died unmarried-female's name and ancestor's names together on ancestral tablet. III. Now Days Funeral Ceremony Forms: Holding funeral in Buddhist way is the first choice for Taiwanese people. Most popular burial method is that people set the cinerary urns into columbarium after the bodies are cremated, and the main reason why people choose this measure is because it's more convenient to worship. IV. How People Select Funeral Services and Funeral Expenses: Authorizing undertakers to make funeral arrangements becomes people's first choice. The undertaker's reputation is the point that costumers consider about when they select which company they want, and social network is as the main way that how people select the services. Besides, the total amount of funeral expenses has widely decreased than 10 years ago. V. The Status About the Implementation of Funeral Consumer Protection Concept: Undertakers to consumer rights protection, such as the initiative to sign contract, the initiative to make receipt or invoice, the initiative to notify consumer information are improved, but it needs to be improved that costumers have to sign another contract if they need additional services which is not in the original contract. Besides, only half of customers maintain their-own rights who have the cognition about the duration of contract review, rights and obligations. As for the private tomb base or ash (skeletal) storage units, the concept of consumer protection is generally well implemented, but most of the consumers barely understand if the undertaker charge management fee to establish the special account for specific usage. According To The Investigations, Here Are Some Research Recommendations: 1. On the basis of the growth of eco/natural burial, the government should subsidize more, or encourage the establishments of more tree burial ground inside the cemetery, more places for the implementation of spilled ashes or planting deposits outside the cemetery. 2. According to people think it is important that funeral instructor should have professional certification, we should enhance the management of funeral instructors. 3. Eliminate consumer disputes about lifetime funeral service contracts, to strengthen consumer's trust about their appointment after they pass away. 4. Enhance the promotion about the book "Equal Autonomy, Attention to perform the funeral rites to parents - National Modern Funeral", to realize the gender equality in funeral. 5. Enhance the practice demonstration and guidance about "Hold the funeral on another day after their bodies are cremated". 6. To meet the demand of those who has no religious, the government should take appropriate measures. 7. The government should found more funeral homes and crematoriums because most of citizens choose these locations for funeral. 8. Since hospitals shall not be attached to coffining, burials, establishing or offering funeral facilities, the government should have the supporting measure to meet the demands of those who passed away at hospital. 9. The local government should let more people know those morticians which have good evaluation, to provide the family of the deceased with more selections. 10. Support morticians with specialization and innovation of service mode, to maintain the due functions of funeral rites. 11. Enhance people's concept about funeral consumer rights protection. Key words: funeral consumer behavior, funeral consumer concept, funeral consumer market. |
| 顯示於類別: | [生死學系(生死學系碩士班,哲學與生命教育碩士班)] 其他研究報告
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