| Summary: | 碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 97 === The purpose of this study is to understand the service satisfaction of the substitutive service units’ to their draftees in order to provide references to the military authorities. It is hoped that by strengthening supervision to the draftee management system, service enthusiasm and efficiency of the draftees can be elevated. In addition, promoting the function of substitutive service draftees, the goal of operation the military service can be reached.
This study was based on the ‘Service Quality Model,’ proposed by Parasuraman, Zeithaml, and Berry (1988) and SERVQUAL questionnaire, modified in 1991. With the opinions provided by experts, an appropriate questionnaire was made to investigate the degree of service satisfaction of National Substitutive Service Units to their draftees. This study invited 2,323 persons from 58 service units of Alternative Service of Education as Sample population. 727 out of 950 staffs were randomly stratified and the valid response rate was 86.24%. Data were analyzed by descriptive statistics, t-test, one way ANOVA, and Scheffe’s multiple comparisons.
Results found in this research were summarized as follows:
1.The expectation for the service satisfaction degree from substitutive service units is quite high to some extent, especially in the category of assurance and reliability.
2.Owing to different genders, service units, and different regions, significant differences of expectation for service quality do exist. Obviously, female, business units, south region, eastern region and off-island region have higher expectation.
3.The service satisfaction degree of substitutive service units’ staffs to the substitutive service draftees is positive, especially in reliability and assurance.
4.Female and business units’ staffs have positive views in the categories of reliance, response, assurance, and wholeness.
5.The “Five Dimensions” of substitutive service units’ staffs to the draftees’ service satisfaction degree does have “Gap,” especially the dimension of responsiveness.
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