| Summary: | 碩士 === 世新大學 === 資訊管理學研究所(含碩專班) === 101 === With the changes in the societies and the booming of informational technology (IT), the military invested lots of resources to build up the IT environment in the past three decades. In order to improve their performance and to support combat assignments, they also have set up a special unit that is responsible for transportation and the mission. As the IT upgraded, other sectors become more dependent on IT department; but IT staff are still considered as an administrative support role in the structural framework, not taken seriously. Nowadays, IT staff are facing manpower cut and reduced benefits due to the reform of the annuity scheme. How can IT staff keep their morale, retain talented workers and keep providing quality services to the organization successfully under those impacts are the most important issues.
This study is limited to time and monetary considerations, only the Air Force Base IT Staffs as the study targets. Take Air Force Communication, Cyber Unit as one small organization to explore the concept of service profit chain that applies to service organizations. To study the frontline workers, who provide information services, how they feel about the organization's internal service quality, job satisfaction and organizational commitment and the influences to their service behavior. The researcher distributes 239 questionnaires and receives 224 valid returned questionnaires to a convenient sample, the effective rate was 93.7%. The data were analyzed by descriptive statistics analysis, factor analysis, reliability analysis, analysis of variance, regression analysis and path analysis.
There were three major findings; First, people who are older, with longer service time, and ranked as master sergeants have better service behaviors. Second, for sectors which need less technical work have higher degree of satisfaction on the cognitive dimension on most of the study. Third, the influence of internal service quality on the service behavior depends on the improvement of the grass-roots satisfaction on work, colleagues, and salary level; and strengthen recognition and attachment to the organization, so that they will show proactive and dedicated service behaviors.
Based on the findings, this study makes the following recommendations; first, listening to IT staff to improve mutual communication and build consensus. Second, face the multiplicity of IT services, the administrators should recognize its professional value in order to increase IT staff’s job satisfaction and commitment. Third, to raise morale, offering more benefits for IT master chiefs . Fourth, in order to get more support from higher levels, IT staff needs to provide clear standard operation procedures, strengthening work disciplines and implementing supervisory management.
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