Research on the Influence of Telephone Maintenance Service Quality on Customers’ Level of Importance and Satisfaction Using Defense Research Institute as An Example

• Main Authors: Chung,Te-Ming, 鍾德明
• Other Authors: Fong-Jung Yu
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/12194933813522992165

碩士 === 大葉大學 === 工業工程與科技管理學系碩士在職專班 === 95 === ABSTRACT “Military communication allows the troops to see and hear”. Without military communication, in worse situations, the internal and external works of the whole troop will be seriously affected. In better situations, the troop will face the inconvenience; in the worst situations, the normal operation of the troop will be influenced or even the national security will be considerably jeopardized. The main purpose of this research is to explore “the factors of telephone maintenance service quality affecting the customers’ level of importance and satisfaction” and we expect to upgrade the service quality through the improvement of the said factors to increase the customers’ satisfaction. Based on literature review and according to the characteristics of work environments of the units, the researcher generalized the five dimensions of service quality as the following: tangible aspect, competence aspect, promptness aspect, precision aspect and manner aspect for questionnaire design. After collecting data by questionnaire survey, the researcher used SPSS as statistical analysis for understanding the employees’ recognition in terms of the service quality aspects which should be improved. Research finding: among the dimensions of maintenance service quality, the employees’ satisfaction reveals the highest degree in competence aspect; the employees’ satisfaction reveals the lowest degree in tangible aspect; the employees treat competence aspect as the one with the most important degree and they treat manner aspect as the one with the most unimportant degree. Key words: service, service quality, satisfaction, level of importance