A Study of Service Quality of Aircrew Health Examination- A Case Study of Naval Aircrew

• Main Authors: HSIEH,YA-LUN, 謝亞倫
• Other Authors: LEE, YU-CHENG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/3sjuxk

碩士 === 中華大學 === 科技管理學系 === 104 === Naval Aviation Command mainly is in the charge of antisubmarine and intelligence, surveillance and reconnaissance, and is the critical character in three-dimensional warfare in navy, aircrews hence are the key objects for military aircrew medical department. To ensure aircrew medical examination can be an effective supervision to healthy bodies of naval aircrews, the study attempt to examine the quality of medical services of aircrews via the test of service quality. Initially the importance of service quality of aircrew medical examination and the satisfaction of service quality of aircrew medical examination are discussed through the medical examination services of military hospital, the Importance-Performance Analysis, IPA then is used to explore the urgent ameliorative items of service quality. The results reveal that the service quality of aircrew medical examination is valued as well as the service quality after the medical examination, moreover, there are partial differences between different backgrounds of aircrews in the importance of service quality and the satisfaction of service quality. By using IPA, the priority of improvement items are as follows: all the commitments made by health examination institution are able to be accomplished; all the reasonable requests made by aircrews are able to be prompt served by staffs; and the attitudes of staffs are cordial and courteous. Furthermore, albeit to keep confidential for customer’s information is the only item in which the importance of service quality is greater than the satisfaction of service quality, the differences are not significant. The reason supposedly would be that once the aircrews were seen as physical abnormalities in the examination, the aviation medical officer would recommend the captain of aviation troop to call off the flight after qualified conditions announced by aviation medical officer. For aircrews, the importance of service quality thus is much significant than the satisfaction of service quality. The expectation of study is to provide health examination institution recommendations for improvements, to promote the satisfaction of service quality of naval aircrews when taking examinations, and to excite aircrews willing to emerge their authentic conditions when taking examinations. Unsuitable aircrews hence would be detected in the early stage and could be received treatments as early as possible to extend their flying career after complete recoveries from negative conditions. Eventually, to satisfied with the needs of manpower in naval aviation troops and effectively keep flight safety.