臺灣博碩士論文加值系統

現今許多國家經濟日益蓬勃發展，各工業化國家對服務業的需求日益殷切，近年來的卓越經濟表現，提供了服務業快速成長的機會，國軍部隊在大環境的進步壓力下，當然要提出好的服務品質，同時帶動戰力的提升。
本研究為了探討空軍東部基地設施單位的服務效能，提出以服務品質基礎的研究架構模式，採用多變量變異數分析、信度分析、效度分析、結構方程模式等統計學工具，研究基地內官兵對設施單位服務品質、知覺價值、顧客滿意度、顧客信任對顧客後續行為意圖的影響關係，以基地內接受設施單位服務的官兵為研究母體，並利用人口統計變數的不同，分析不同模式的影響效果。結果發現：（1）服務品質對知覺價值有顯著正向影響；（2）服務品質對顧客滿意度有顯著正向影響；（3）服務品質對顧客信任有顯著正向影響；（4）知覺價值對顧客滿意度有顯著正向影響；（5）顧客滿意度對顧客信任有顯著正向影響；（6）知覺價值對顧客後續行為意圖有顯著正向影響；（7）顧客信任對顧客後續行為意圖有顯著正向影響；（8）不同人口統計變數（階級、工作性質及基地）對各構念有部份顯著差異。這些研究結果可以提供各基地設施單位改善不良的服務品質的有效的處理方式，同時更精進後勤工作的服務效能，促使空軍後勤戰力的提升。

Due to the rapid economic growth in many industrial countries, the service industry becomes more and more important. The economic performance also provides the rapid development chance for the service industry. Under the situation of economic development, to provide a better service quality and promote combat strength is a very challenge to the ROC army.
This study based on service quality research method uses MANOVA, Confidence Analysis, Discriminate Validity, Structure Equation Modeling etc. to research the relationship between Service Quality, Perceived Value, Customer Satisfaction, Customer Trust and Behavioral Intention of the ROC Eastern Air Force Base facility. This study collects empirical data from serviceman which is taking base facility service and analyse with demographic attribute variables and different modeling .We found the result below: 1. Service Quality positively affects Perceived Value. 2. Service Quality positively affects Customer Satisfaction. 3. Service Quality positively affects Customer Trust. 4. Perceived Value positively affects Customer Satisfaction. 5. Customer Satisfaction positively affects Customer Trust. 6. Perceived Value positively affects Behavioral Intention. 7. Customer Trust positively affects Behavioral Intention. 8. The difference of demographic variables vs. the constructs has the partial differences. These research results can provide air force bases to improve their Service Quality and promote logistic efficiency and combat strength.

誌謝 i
中文摘要 ii
Abstract iv
目錄 v
圖目錄 vii
表目錄 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 3
第二章 文獻探討 5
第一節 服務品質 5
第二節 知覺價值 10
第三節 顧客滿意度 11
第四節 顧客信任 14
第五節 顧客後續行為意圖 15
第六節 各構念之關係 18
第七節 小結 21
第三章 研究方法 24
第一節 研究架構 24
第二節 研究假說 25
第三節 研究變數與操作性定義 29
第四節 問卷設計 34
第五節 資料蒐集方法 35
第六節 資料分析方法 35
第四章 資料分析 39
第一節 樣本結構之分析 39
第二節 問卷題項敘述性統計特性分析 40
第三節 信、效度分析 44
第四節 整體模式衡量分析 48
第五節 多變量變異數分析 59
第六節 人口統計變數對整體模式之差異分析 62
第五章 結論與建議 75
第一節 結論與討論 75
第二節 管理意涵 76
第三節 研究限制及後續研究建議 81
參考文獻 83
附錄、問卷 94

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