The Study of Supply Outsouring QualityCustomer Satisfaction and RepurchaseBehavior forROC Military Consumable Materiel
| Autor: | Ker-chung Yau, 姚克中 |
|---|---|
| Rok vydání: | 2005 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 93 In order to simplify the scope of logistics management, shorten schedule of provisioning as well as facilitate the fulfillment of operational requirements, every service in ROC military have signed a consumable material supply agreement with wholesale stores regarding 「low unit cost」, 「not required to submit」items. This provides, since year 2001, the organizations in need to have authority of acquiring needed materials in accordance with budget proportion. However, until now, the financial performance is the only performance measure considered for outsourcing「consumable material」. The product /service quality provided by the supplier has never been considered from the users（customers）perspective. Therefore, it is expected that understanding how military customers (users) perceive the product and service quality provided by wholesale stores as well as customer satisfaction, needs to be discussed so as to provide referential approach for managers and suppliers to formulate provisioning quality strategy. This research is an empirical study and includes four objectives. First one is to collect and evaluate the quality elements regarding military consumable materiel provisioning operations. Besides, the questionnaire is developed for analyzing supply outsouring quality. Second objective is to discuss supply outsouring quality as well as the correlation of every dimension relating to customer satisfaction and the customer repurchase behavior. Third one is to discuss the degree of extents regarding how customer and supplier characteristics relating to supply outsouring quality quality, customer satisfaction, and customer repurchase behavior. Final objective is to identify the quality gap between ROC military customer and suppliers, which is used for clarifying the quality elements and improvement focus. This research proceeds through literature survey, research framework establishing, questionnaire survey and data analysis process. It is continued to validate, by utilizing regression analysis, the causality among supply outsouring quality, customer satisfaction and customer repurchase behavior. Single factor ANOVA is used to validate the impact regarding how ROC military customer and suppliers relate to provisioning quality, total satisfaction, and behavior intent. Finally, the 「I-S model」as well as 「Quality Improvement Index」approach are adopted to identify the priority items regarding provisioning quality improvement, which is expected to be served as a referential guideline for managerial organization and signatory to improve their quality. 1.Based on RSQS questionnaire, and in consideration of the adjustments derived from characteristics regarding ROC military consumable supply outsouring, the questionnaire established is validated to be able to effectively measure quality standards and gaps. 2.The quality of ROC military consumable material provided by wholesale stores has positive correlation with total customer satisfaction. Provisioning quality has positive correlation with positive repurchases behavior. Besides, Supply outsouring quality has direct impact on customer’s positive behavior intent through the mediate effect of total customer’s satisfaction. 3.Customer’s characteristics have partial influence towards provisioning quality, total customer satisfaction and positive repurchases behavior. 4.The application of I-S model is deemed to be beneficial for the measuring and improving the supply outsouring quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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