空軍官兵對設施維護服務品質、知覺價值及滿意度之研究-以空軍某基地

隨著國軍組織精簡，人力已產生不足的問題，在部隊營舍建築不減反增的情況下，設施維護人員如何維持服務品質，並使官兵感到滿意，是筆者亟欲探討的問題。故藉由探討服務品質、知覺價值及滿意度之關係，並進一步探究知覺價值的中介機制。本研究採問卷調查法，以花蓮空軍某基地為樣本，並採PLS-SEM進行檢驗，實證結果發現：服務品質、知覺價值及滿意度兩兩之間均具有顯著正向影響；而知覺價值在服務品質對滿意度具有完全中介效果。最後，本研究依結果給予設施維護單位實務管理建議。

關鍵字

服務品質；知覺價值；滿意度；設施維護

並列摘要

With the streamlining of the military organization and the shortage of manpower, it is an issue that the author wishes to discuss in the context of the fact that the building of the military camps has not diminished or increased, and how the maintenance personnel maintain the service quality and satisfy the people. Therefore, it explores the relationship between service quality, perceived value and satisfaction, and further explores the mediating mechanism of perceived value. In this study, a questionnaire survey method was used to sample a certain air force base in Hualien, and analyzed by using PLS-SEM. The empirical results showed that: service quality, perceived value, and satisfaction both have a significant positive effect; and perceived value significantly complete mediates the relationship between service quality and satisfaction. In the end, this study makes a response to practical management recommendations for the facility maintenance organization.