| Summary: | 碩士 === 國立高雄第一科技大學 === 運籌管理研究所 === 102 === The purpose of the study is to investigate After -Sales service quality and customer satisfaction in the military facility. The relationship between service quality and satisfaction is also explored in this study.
Data were collected through customer who has been received the military facility’s After -Sales service in 2012 and 2013. A total 264 questionnaires are distributed to 39 units and 219 valid samples are returned with a response rate of 82.95%. The results obtained from the questionnaires were analyzed with descriptive statistics, ANOVA and correlation analysis.
The study are shows the questionnaires respond to the average score of 3.78 points , which is close to the satisfaction of the state. At the different levels of questionnaire’s education, military and the unit features which were differ significantly on service quality.And Different levels of questionnaire’s gender, age, education, military services, some of the questions are significant differences in customer satisfaction, and the unit features which were differ significantly on customer satisfaction.Then service quality has perfect correlation relationship with customer satisfaction.
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