| Summary: | 碩士 === 輔仁大學 === 管理學研究所 === 96 === The national army has implemented streamlining in organization and reduced the compulsory military service period to one year. It not only affected the heritage of professional technology but also caused impact on the service quality of suppler operations. The purpose of this research is to use “zone-of-tolerance” theory along with “SERVQUAL－service quality scale” to study the service quality awareness of regional suppler with questionnaire. Through the usage of zone-of-tolerance (ZOT) and importance-performance analysis (IPA), it would help to understand the expectation and actual perception of the support-receiving department (customer) for the service level provided by regional suppler and also the difference of importance and performance for service quality. This would also help to get an understanding of the advantages, disadvantages, improvement sequence of regional suppler and look for ways to improve to provide the management direction of service quality for organization clearly.
This research is based on the subjects in regional suppler of combat zone and support-receiving department, with 291 effective questionnaires in regional supply and 645 effective questionnaires in support-receiving department. Statistical methods, such as narrative statistical analysis , reliability and validity analysis, paired T-test, analysis of variance, multiple comparison test, regression analysis, are the importance-performance analysis used to describe the research findings and verify the assumption.
The result shows that in the confidence of management, “professionally-capable supervisors for providing work guidance”, importance and performance are believed by departmental officers and soldiers to be mostly important, which shows departmental staff’s professional capability in supply. In the service behavior, “proper handling of complaint” and “good service technique” rank on top of importance and performance, which show the matching in awareness of departmental officers and soldiers. In the importance analysis of service quality, “the matching between military goods dispatch and support-receiving department demand” ranks number one in the constitutive sub-variable, which proves that the support-receiving department pays high degree of concern on the schedule and quality of military goods dispatching. In the performance verification of “zone-of-tolerance”, there is significant difference in “minimum acceptable service level” with “desired service level” and “actual perceived service level” with “minimum acceptable service level”, which confirms the existence of ZOT structure.
In the importance-performance analysis, it is found that there is a total of seven items of regional supply officers and soldiers falling in A quadrant for continuous maintaining, four items falling in B quadrant for oversupply, one item falling in C quadrant for priority order and two items falling in D quadrant for improvement. There is a total of seven items of support-receiving department falling in A quadrant for continuous maintaining, six items falling in B quadrant for oversupply, nine items falling in C quadrant for priority order, and seven items falling in D quadrant for improvement.
The following recommendations are proposed based on all research results to stimulate the actual management of officers and soldiers performance in supply department. First, it reinforces the trust management and organizational commitment of departmental officers and soldiers towards organization. Secondly, it views departmental officers and soldiers as internal customers to promote internal marketing aggressively. It Studies the outsourcing operation to save cost and focuses on professional suppler. Implement complete voluntarism recruitment to enhance professional and departmental identity.
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