Amid the growing demand for public safety, the
expansion of firefighting personnel has failed to keep pace, thereby placing
increasing pressure on frontline firefighters in the course of performing their
duties. To address this challenge and to better leverage technological
advancements, fire departments have progressively implemented innovative
digital dispatch systems designed to enhance the efficiency and accuracy of
operational deployment. These digital dispatch systems integrate diverse
information resources, enabling firefighters to respond more rapidly in
emergencies and thereby strengthening overall response capacity. Grounded in
the Conservation of Resources (COR) theory, the Information Systems Success
Model, and Task–Technology Fit concept, this study investigates how dispatch
system quality, information quality, and service quality influence
firefighters’ satisfaction and usage intention. Furthermore, it explores the
alignment between task requirements and technological tools, when taking into
consideration the effect of perceived risk on user attitudes.
A paper-based survey was
conducted, with valid samples distributed to firefighters in Taiwan. The
findings indicate that a supportive working environment, teamwork, personality
traits, and system performance contribute positively to user satisfaction,
thereby influencing both usage intention and actual task performance. In
contrast, temporal and physical risks may reduce firefighters’ attitude to
adopt the system. Based on these results, this study offers practical insights
and managerial recommendations for fire service administrators to improve
system implementation and workforce well-being.
