Guojun Stay Business Service Quality Research -Research Stay in Kaohsiung Area Business Group Patients

• Main Authors: Jyh-Woei Lin, 林治緯
• Other Authors: 周政德
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/54348197673182493039

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === In recent years, the Government has vigorously promote various measures of administrative reform and innovation, the purpose of "serving the public" for the purpose, at all levels of the national army to distinguish between the different types of field operations, logistics, services, agencies and other service units, especially organ types also to promote the quality of service innovation combined with the current government policy objectives, the thesis that explore the Kaohsiung region perform Guojun stay business service quality, for the satisfaction of the Army (heritage) dependents of empirical research, comprehensive literature study to by Parasuraman, Zeithaml &; Berry (1988) the expectations raised by the three scholars feel actual perception gap mode, and the 1991 amendments SERVQUAL scale based deliberate project and the characteristics of the Kaohsiung area left behind business units serving the public, and thus "tangibles"," reliability "," responsiveness "," assurance "," caring "factors of the five dimensions of PZB model gap 5, the desired degree of service quality and the degree of cognitive research framework ,by questionnaire survey to measure the Guojun the Army (heritage) dependents receive services, stay on the Kaohsiung area business group perform a desired degree of actual satisfaction of serving the people working for statistical analysis after the survey, access to improve service quality the helpful. The results showed that stay in Kaohsiung services business unit country Junjun (left) dependents degree of service quality expectations and the actual cognitive feelings both have significant differences, such as age, education, served in the degree of attention from the actual cognitivethe extent generally are of significant difference.