採購作業服務品質及顧客滿意度之研究-以某軍事單位採購作業為例

軍事機構職責以輔佐國家軍事任務為優先，雖為非營利組織，然而內部部門之間的交易溝通，與一般企業並無不同。部門間必須藉由人與人之間的溝通、交流、保修以及提供補給，盡力達成部門需求，此即為服務業之型態。軍事機構一向給予人不通情理之刻板印象，因此若能以顧客關係管理的觀點來提升彼此之間的溝通方式，以顧客導向取代任務導向，將能有助於提升軍事要務效率。本研究希望藉由軍事單位採購作業為例，以軍事採購單位作為服務提供者，軍事計劃單位作為服務接收者，了解其對於服務品質認知之差異，結果發現兩者之間對於服務品質認知存在差異，而計劃人員對於服務品質的認知程度愈高，愈能提升其滿意度。結果亦發現計劃單位承辦人員之年資愈長，對採購單位信任度愈高，對其滿意度會愈高。因此，採購單位應多致力於縮短與計劃單位之服務品質認知差距，提升其知覺程度，維持與年資較長之承辦人員關係，並努力與年資較短之承辦人員建立信任，將能提升計劃單位滿意度。

關鍵字

軍事機構；服務品質；服務認知；滿意度

並列摘要

A military unit has the responsibilities to accompany military missions in priority. The communication between internal departments is no distinct from general business in the non-profit organizations. Departments must achieve the needs of others through inter-personal communication, exchanges, warranty, and supplies. People have the stereotype thinking to the military agency all the time. If military agency has the point of view of the customer relationship management to improve the communication types between each other with customer-oriented instead of task-oriented, that will be able to increase the efficiency of military urgent missions. This study aimed at the military procurement department as the service provider, and the military planning department as the service recipient to find out the differences cognitions of service quality. The findings showed that there have differences cognitions of the service quality between the two parts , while the planner with higher level of the service quality knowledge are more be able to enhance their satisfaction. The results also found that the seniority of planners trust the procurementor more they have higher satisfaction. Therefore, the procurement department should be more committed to reduce the cognitive gap between service quality and planning department units to enhance their cognitions to maintain the relationships with the seniority of planners. Besides, the only have to do is to make the juniority of planners have trust in procurement department to enhance the satisfaction of the military planning department.