本研究擬探討國軍福利品供應站服務工作之服務品質與顧客滿意度間的關係,欲達成的目的包括: 一、瞭解不同屬性之顧客對福利品供應站服務品質特性的重要性與 滿意度知覺間,有無差異存在。 二、探討顧客對於福利品供應站在服務品質之評量項目上,服務重 視度與滿意度是否有顯著的差異。 三、探討不同人口統計變數背景之顧客對於福利品供應站在服務品 質之評量項目上重視度與滿意度是否有顯著的差異。 四、探討福利品供應站之服務品質與坊間生鮮超市是否有顯著的差 異。 研究結果顯示,不同屬性的消費者對於福利品供應站服務品質與滿意度有顯著的差異;消費者度於福利品供應站服務品質重要性認知與滿意度間有顯著的差異;此外,受訪者對於福利品供應站與坊間生鮮超市服務品質的認知確實存在顯著的差異。
The research wants to discuss the relationship of service quality and customer satisfaction between Military-Welfare-Product station and supermarket of Taipei City. Therefore, the purposes of our thesis are four fold: 1.To test the relationship between service quality and customer satiafaction. 2.To test the difference between the importance degree and the satisfaction degree of service quality. 3.To investigate if there are significant difference between service quality and satisfaction with regard to personal attribute varibles. 4.To discuss the difference of service quality between Military-Welfare-Product station and supermarket. The result showed that there were significant differences between service quality and customer satisfaction with regard to customers with different attributes of Military-Welfare-Product station. Besides, there are significant difference between the perception of importance and satisfaction of service quality. Finally, there are significant difference of the perception of service quality between Military-Welfare-Product station and supermarket.