本研究由服務品質學理面向著手,並以由實務面為出發觀點,探討計畫部門服務品質對治理績效的影響,由於此為一非結構性之問題,過往顯少人探討,故依據Parasuraman等人所提出:有形性、可靠性、反應性、信賴性、關懷性等5項服務品質衡量構面,為基礎切入,再應用修正式德爾菲法及層級分析法尋求衡量其各構面「服務品質」表現,獲得「可靠性」為服務品質衡量最先考量之構面,其次「反應性」、最後為「有形性」。 在衡量影響服務品質之「評量項目」下,依次為「計畫部門能準時提供需求者所承諾的服務」、「計畫部門是可以信賴的」、「計畫部門人員具有足夠專業知識解答需求者的問題」、「計畫部門服務人員之配合度及作為具有彈性」、「計畫部門人員樂於提供服務」、「計畫部門具有先進設備」、「計畫部門能迅速提供服務」、「計畫部門能提供完整參考資料」、「計畫部門瞭解需求者的訴求」,最低為「計畫部門服務人員能以需求者利益為優先」。由此可見,無論是國防部或者是司令部,所重視的均為無形的服務,而不是有形的實體設備的呈現。 基於此,本研究建立之空軍計畫部門服務品質層級架構,應可為各部門後續進行績效管理或追求卓越服務品質之依循參考。
This study is based on the five dimensions of Service Quality which proposed by Par-asuraman, Zeithaml and Berry(1988). By questionnaire, literature review and reliability analysis, I develop the Analytic Hierarchy Process and get the weight. I find that the most important dimension is security in Air Force Planning Division Department. It is different from that of conventional industries. Measure affect the quality of service of the measure of the project in for a "plan depart-ment to be provided to the needs of the service promise”, “the planning department can be trusted”, “the plan department have sufficient professional knowledge of requisitioner solve the problem”, “the planning departments cooperate and service as an elastic”, "Plan depart-ment to provide services, the planning department has advanced equipment”, “the planning department will quickly provide services”, “the planning department could provide complete reference data”, “the plan's knowledge of requisitioner asked”, Minimum for the planning department of the service to the need for priority ". thus, the ministry of defence or command, the value of the invisible service, not physical capital equipment. the present. Therefore, the study of the planning department built quality of service at the framework for the departments, following a performance management or the pursuit of excellence of ser-vice quality is subject to reference.