國軍財務單位服務品質與顧客滿意度之研究－以組織變革為干擾變項

The Study of Service Quality and Customer Satisfaction in the Financial Sector of Military-Organizational Change as Intervening Variable

劉自強 ； 陳明賢

《國防雜誌》 25卷1期 (2010/02) Pp. 76-90

https://doi.org/10.6326/NDJ.2010.25(1).6

摘要

本研究探討國軍財務單位服務品質與顧客滿意度之關係，運用簡單迴歸分析方法，透過問卷調查方式，對受國軍財務單位服務之顧客進行研究。經實證結果發現，服務品質、組織變革，分別對顧客滿意度產生顯著的正、負向影響；但組織變革對於服務品質影響顧客滿意度之干擾並不顯著，與研究之假設推論迥異，值得進一步探索。而基於上述結果可知：提升國軍財務單位之服務品質，或減少國軍財務單位之組織變革，將有助於提高顧客之滿意度。

關鍵字

服務品質 ； 顧客滿意度 ； 組織變革 ； 簡單迴歸分析

並列摘要

This study investigates the service quality and customer satisfaction on the financial sector of military by utilizing simple regression with the regression analysis method through a questionnaire survey by the armed forces' financial sector for customer service research. According to the empirical results, service quality and organizational change respectively on the satisfaction implied a significant, negative impact; but organizational change for service quality of the impact of customer satisfaction does not significantly interfere with the study that was assumed different inferences, which is worth further exploration. The above results indicate that the military financial sector to upgrade service quality or to reduce the organizational change will help improve customer satisfaction.

並列關鍵字

Service quality ； Customer satisfaction ； Organizational change ； The level of regression analysis