The Service Quality and the Consumer Satisfaction to the Financial Department of the R.O.C Military
| Autor: | Jau-Chay Huang, 黃朝琴 |
|---|---|
| Rok vydání: | 2003 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 91 In Taiwan, the economic develops rapidly, and the industry and commerce are rising and flourishing in these years. For raising the whole competitiveness, the government and the private corporations advance the efficient administration and the well service quality comprehensively. The financial department of the military is an official apparatus and a financial institution also. The clients include the colleagues in the military and the business partners who join the military purchase activity. How to promote the service quality and the consumer satisfaction and then to build the well relationship with clients is a worthy topic to study. This study is to discuss the clients’ characteristics and the service quality dimensions have the obvious differentiation or not. The quality dimensions include the sex, education, identity, branch of the armed forces, class, seniority and the business partner of the clients. And the valuation process uses the questionnaire and the statistic skills: efficiency, mean, variation and linear regression analysis. In this way, we can know the satisfaction degree of the colleagues in the military and the business partners to the financial department of the military. And then this study can develop the full-scale service principle for the financial department of the military. The main findings and suggestions are presented as follows: 1. To the sex of the subjects, except the visible character is no obvious differentiation, the male’s satisfaction degree is higher than the female’s. So, this study suggests that we should focus on the need of the female and provide better services. 2. To the identity of the subjects, except the visible character, the satisfaction degree of the business partners presents obvious differentiation and lower degree than the workers of the military. This result implies that when the service quality of the financial department in the military valuates by the standard of the outsiders, the more invisible service quality tends to be lower. The result is the same with the finding 1, it shows that the financial department of the military should improve the operation procedure and the invisible service necessarily. 3. To the branch of the armed forces of the subjects, except the visible and the promise characters are no obvious differentiation, the satisfaction degree of navy is higher than the army and the air force in reliable, responsive and attentive character, and the entire service quality parts. 4. To the class of the subjects, except the responsive character is no obvious differentiation, the satisfaction degree of the soldier and the officer is higher the lieutenant and the field grade officers obviously. It means the higher the official rank, the higher the demand of the service quality. 5. To the seniority of the subjects, the seniority gets higher, the satisfaction degree of every service quality dimensions gets lower. Namely, when the seniority gets higher, they well ask the service in higher standard. If the financial department doesn’t improve, the satisfaction degree of the clients would be lower certainly. 6. The level of education and the different industries of the business partners are no obvious differentiation approximately. So, the opinions of the service quality of the levels of education and the different industries are the same roughly. To integrate the findings and the suggestions above-mentioned, the financial department in the military does have the necessity to improve the more invisible service part. To the clients, it should maintain the enthusiasm to service its clients, to strengthen the communication and negotiation with each other and to shorten the operation procedure by information technology. To the legal asking, it should provide fast, reliable and human service, and then it can consolidate the consumer relationship management and achieve the personal service. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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