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  • 學位論文

技術輔導訪問服務品質及顧客滿意度關聯性之研究-以陸軍修護廠為例

A study of relativity between service quality of Technical Consultant Visit and customer satisfactory- A case study of the Army Repair Factory

指導教授 : 蔡啟揚
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摘要


技術輔導訪問服務品質及顧客滿意度關聯性之研究-以陸軍修護廠為例 隨著社會結構的變化,「服務品質」及「顧客滿意」的概念已成為現今企業經營管理的重要課題之一。近年來,軍事單位為了順應潮流及強化管理績效,強調以「主動服務」及「顧客滿意」的觀點來推行任務,以提高顧客對服務提供者服務品質的整體滿意度。 本研究係以陸軍技術輔訪作業為實證研究範圍,並以受支援單位(顧客)及修護廠(服務提供者)為研究對象設計A、B二份問卷(A問卷共發出210份問卷,有效問卷165份,有效回收率為79%;B問卷共發出59份問卷,有效問卷51份,有效回收率為88%,資料分析方法以SPSS for Windows10.0 統計軟體為分析工具),透過問卷調查的方式探究其專業能力、服務品質及顧客滿意度間之關聯性,並由服務品質屬性重要度及滿意度的差異分析中,來瞭解修護廠的服務改善重點,並提出實務上的管理意涵及建議。 研究結果發現,修護廠專業能力愈高,對受支援單位的服務品質滿意度部分達顯著影響關係,而專業能力愈高對於整體滿意度則有顯著的正向影響關係;修護廠服務品質愈好,則受支援單位的滿意度愈高。此外,受支援單位的整體滿意度會因單位層級別、人數及職位而有所差異;修護廠在服務品質屬性認知的重要度與受支援單位滿意度間有顯著差異。

並列摘要


A study of relativity between service quality of Technical Consultant Visit and customer satisfactory---- A case study of the Army Repair Factory As the society structure developed, the idea of service quality and customer satisfactory has become one of the important issues of business management nowadays. The military organizations also adapted to this trend and strengthened the management achievement. They carry out missions in the viewpoint of emphasizing active service and customer satisfactory, hoping to increase the overall customer satisfactory of service quality provided. This study considers operation of Technical Consultant Visit of the Army as an practical exercise and designs two questionnaire polls A and B from the Unit Under Support (Customer) and Army Repair Factory (the service provider). The outcomes are as following : Poll A: Questionnaire sent out 210, Effective samples: 165, Effective retrieve rate 79%. Poll B: Questionnaire sent out 59, Effective samples: 51, Effective retrieve rate 88%. The collected data is analyzed by SPSS for Windows 10.0 statistical software. The purpose of this survey is to explore the relativity between expertise, service quality and customer satisfactory through the polls, find out how to improve the service quality by the result of differential analysis between service item and satisfactory, and establish a practical management system and protocol. The study findings show with stronger that the expertise of the Repair Factory, service quality satisfactory is higher by the Unit Under Support. There is an obvious positive relationship between the two parties. The better the service quality of Repair Factory, the higher the satisfactory of the Unit Under Support. In addition, the overall satisfactory of the UUS will be affected by the hierarchy, population and scale of the unit itself, and the nonconformity between acknowledgements of service quality of Repair Factory and satisfactory of UUS is enormous. Key words: Expertise, Service Quality, Customer Satisfactory.

參考文獻


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被引用紀錄


翁 淑 滿(2007)。以顧客導向評估腹膜透析衛教品質之滿意度研究〔碩士論文,元智大學〕。華藝線上圖書館。https://doi.org/10.6838%2fYZU.2007.00271
黃仁煌(2012)。探討導入CMMI對客戶滿意度與組織績效之影響〔碩士論文,國立虎尾科技大學〕。華藝線上圖書館。https://doi.org/10.6827%2fNFU.2012.00173
周坤鍾(2017)。政府機關服務態度、服務品質與民眾滿意度關係之研究〔碩士論文,義守大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0074-2606201709005500

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