| Summary: | 碩士 === 義守大學 === 工業管理學系碩士在職專班 === 100 === The purposes of this study were to investigate the customer’s satisfaction of service quality on language training courses in English running by the Air Force Logistics Command, to identify the gaps existing in the customer’s satisfaction of service quality toward the training courses, and to provide useful references for the training unit, instructors and superiors.
This study was conducted a research survey to collect data, and research objects were trainees attended the language training courses from 2011 to 2012. Based on the conceptual model of service quality presented by Parasuraman, Zeithmal & Berry in 1985 as a theoretical framework, this study used the Common weight to analyze and compare the expected service quality and the actually experienced service quality on the five GAP dimensions.
The major research findings were as follows:
(1) the ranking position of trainees only makes significant differentiation on the coordination and cooperation dimension of service quality.
(2) the age of trainees makes no significant differentiation on any dimensions of service quality.
(3) the marriage status of trainees only makes significant differentiation on the understanding dimension of service quality.
(4) the educational level of trainees makes significant differentiation on three dimensions of quality management, role unknown and politeness.
(5) the seniority of trainees makes significant differentiation on the staff competence dimension.
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