A Study of Service Quality for Military Revolving Fund of Service Business－Combined Logistics Command Club for Example

• Main Authors: CHEN LIANG-CHEN, 陳貞亮
• Other Authors: 廖國鋒
• Format: Others
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/03423652014258122213

碩士 === 國防管理學院 === 後勤管理研究所 === 92 === Abstract Since the Government put“two-day holiday in a week”policy in effect, the best service quality has proved to be a vital key for leisure traveling businesses to operate successfully. The services most trade leading managers offer concerning the consumers’ correspondences should achieve the expectations and satisfactions. The difference in terms of management issues could provide the crucial references in running the leisure traveling business. The research focuses on the two parameters and six level architectures in regards to the expectancy and satisfaction with ongoing defected service qualities.Furthermore, discussing the expectations and real differences of service qualities most of the consumers concerned about in Amy Forces. In this thesis, four CLC (Combined Logistics command) service clubs are chosen as case studies and sound samples and further using data collection analysis, questionnaire survey to ertify the four assumptions and details of management subjects. There are four survey results in the paper presented as follows: ● According to the consumer characteristics, the differences of expectation, satisfaction and coincidence in service qualities were quite obvious. ● The gap of the expectancy, satisfaction and coincidence of service quality in CLC clubs could be apparent for the nsumers. ● The cognitions of service qualities between manager and consumer levels existing inconsistencies. ● The development of management implies all the businesses should continue to renew the facilities, offer better service qualities and present ardent behaviors to satisfy the consumer requirement in the leisure traveling. Keywords: expectation and cognition contrast, service quality gap model, Expectation and satisfaction, real coincidence