- 學位論文
以顧客關係為導向探討服裝補給滿意度之相關性研究
Customer-relationship-oriented clothing Navy investigate the supply of Satisfaction
摘要
社會經濟不斷進步發展，兵役制度亦配合國家安全需求進行調整，國軍為了達成募兵制的政策，對官兵生活設施改善不餘遺力的投注人力、財力、物力，大幅改善了生活條件；軍服為軍人榮譽的象徵，服裝補給品質與效率攸關部隊整體士氣。 國軍服裝製補作業，採行傳統大量庫存撥補作業模式屯儲，因業管人員更迭頻繁、經驗不足及服裝系統建置不完全等因素，使服裝型號需求預判與實際撥補無法有效結合，致常有服裝部分型號欠撥或過量採購等問題，不但無法妥善運用有限之預算額度，反演變成國軍人員對服裝撥補作業效率不佳之負面觀感。 本研究以「顧客關係」及「服務品質」觀點切入，探討各部隊受補人員對現行服裝補給之滿意度，藉由「基本資料」、「顧客關係管理」及「服務品質」等因子間相互關係的分析，探討地區服裝補給的「滿意度」及影響之主要因素。 本研究共發放130份問卷，問卷實際有效回收為122份，有效之回收率為91.7%。使用SMART PLS分析證得「顧客關係」及「服務品質」等皆直接或間接正向影響地區服裝補給滿意度。相關研究發現可提供給海軍司令部業管單位、部隊補給人員及後續研究者做為參考。
並列摘要
As the economic society had continued advance for its development, the military service system is necessary to make an adjustment in need with the national security. In order to achieve the recruitment policy for our army, we have dedicated on men, finance, and resources which significantly improved the living conditions. The symbol of honor, quality, and efficiency of clothing supplies are vital to overall morale of the troops. The national army clothing repair operations used the traditional large number of inventory allocation mode for its storage. Due to frequent changes in industry management personnel, lacking of experiences and the construction of clothing system is not complete, so the demand for clothing and the actual allocation cannot be effectively combined, it often caused by some models of clothing over purchase and other issues. It cannot be used the limited amount of budget properly, and turned out that the military personnel have a negative perception about the inefficiency of clothing supplies. This study stated the point of view between the “customer relationship” and “service quality in order to probe into the satisfaction of current clothing supplies from all the troops. Analyzing the relationship factors between “basic information”, “customer relationship management” and “service quality.” It also probed into the “satisfaction” of the regional clothing supplies and the major factors which will influence the “satisfaction.” In this study, a total of 130 questionnaires were issued. The effective questionnaires were 122 and the effective recovery was 91.7%. As the SMART PLS analysis confirmed that "customer relationship" and "service quality" made a direct or indirect positive impact on satisfaction of regional clothing supplies. The related research findings can be provided to the Navy Command Department of industry units, troop supply personnel and follow-up researchers as a reference.