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研究生:葉宏偉
研究生(外文):Hung-Wei Yeh
論文名稱:以顧客關係管理觀點探討國軍多元申訴管道服務品質滿意度研究
論文名稱(外文):Military's Multi-Pipeline Appeal System's Service Quality of Satisfaction Study Based on Consumer Relationship Management Point of View
指導教授:余心淳邱紹豐邱紹豐引用關係
指導教授(外文):Hsin-Chun YuShau-Feng Chiou
口試委員:黃蘭鍈邱紹豐張顧耀
口試委員(外文):Lan-Ying HuangShau-Feng ChiouKu-Yaw Chang
口試日期:2013-01-18
學位類別:碩士
校院名稱:大葉大學
系所名稱:資訊工程學系碩士班
學門:工程學門
學類:電資工程學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:56
中文關鍵詞:國軍申訴制度顧客關係管理服務品質滿意度
外文關鍵詞:The Military's Com[laint SystemCustomer Relationship ManagementService QualitySatisfaction
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近年來國軍不斷進行組織改革,並積極推動兵役制度由徵兵制轉型全募兵制,朝向招募量適、質精、適應力強的優秀人才從軍,加入志願役的行列,另一方面積極鼓勵在營人員繼續留營,檢討現行相關的配套措施、合理規劃待遇及福利、加強醫療及軍眷照顧、改善服役環境及品質等誘因,以使優秀官兵長留久用。
國軍在各項的改革中,除了維護軍人的在職福利及退休保障之外;另一方面也重視軍紀安全,落實合理訓練與管教,凡官兵對於合法權益遭受侵害、不當處分或有冤屈不平事件時,皆可透過多項管道提出申訴,使自身權益能獲得保障。因此,申訴制度的健全也成為現階段推動全募兵政策相當重要的議題之一。
本研究方法以導入顧客關係管理之概念,透過問卷方式來獲取相關資訊,並以敘述性分析、因素分析、信度分析、相關分析與T檢定等方式,來分析探討國軍多元申訴管道其服務品質與滿意度兩者間彼此之關係。
本論文研究結果發現國軍官兵不僅對於現有申訴管道服務品質的期望與實際感受有落差,且服務品質的好壞並沒有顯著的影響官兵對於申訴結果的滿意度,顯示對於國軍現行申訴管道的整體作法及處理過程尚未盡如人意。未來在執行國軍申訴管道制度時必須更要秉持以公平、公正及透明化的原則協助解決官兵們的申訴案件,以為國軍官兵們帶來更多的權利保障及服務誘因。
In recent years, the ROC (Taiwan) military has kept carrying out organizational reform and actively promoting military service system by transforming the military service system from the conscription to “voluntaryism” to recruit appropriate quantity of excellent talents with strong adaptability to join voluntary military service. On the other side, the military has implemented incentives including proactively encouraging current military service personnel to show their willingness to stay in the military, reviewing the existing related supporting measures, planning reasonable remuneration and welfare, strengthening medical services and military dependant care, and cooperating on improving the service environment and quality. The ROC military has further reviewed the national defense capability and established policy priorities for timely promotion to boost excellent servicemen’s willingness to stay in the military.
In the respect of reform, the ROC military attaches importance to military’s safety discipline to implement rational training and discipline in addition to emphasize its special nature and maintain servicemen’s welfare. Through multiple channels, military servicemen can lodge a complaint about the infringement of their lawful rights and interests for any inappropriate disciplinary action or wrongful treatment to protect their rights and interests. Therefore, perfecting the complaint system has also become one of important issues about the current promotion of all-volunteer recruitment system.
Customer relationship management (CRM) is the method used in this research to obtain related information through questionnaire. Descriptive analysis, factor analysis, reliability analysis, correlation analysis and T test are further used to analyze and delve into the relations between service quality and satisfaction on the multi-channel complaint system.
Findings of this research have indicated that the service quality for the existing multi-channel complaint system fall short of military servicemen’s expectations and their actual feeling, and the level of quality of service shows no significant effect on servicemen’s satisfaction over the complaint results. This result shows that overall approach and procedure for handling complaints for the military’s existing multi-channel complaint system still fall short of expectations. When implementing the multi-channel complaint system in the future, the military should abide by the principles of service, objective, impartial, open, fair and transparency to coordinate assistance to bring solutions to complaint incidents with the attitude of sincerity and thinking of servicemen as part of us to bring more incentives right protection and service for military servicemen.
封面內頁
簽名頁
中文摘要 iii
Abstract iv
誌謝 vi
圖目錄 ix
表目錄 x

第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究對象與範圍 3
1.4 研究架構與流程 4
第二章 文獻探討 5
2.1 顧客關係管理 5
2.1.1顧客關係管理之定義 6
2.1.2顧客關係管理執行步驟 8
2.2 服務品質 9
2.2.1服務品質之定義 9
2.2.2服務品質的觀念性模式 12
2.2.3服務品質量表 15
2.3 顧客滿意度 18
2.3.1顧客滿意度之定義 18
2.3.2顧客滿意度的理論 20
2.3.3顧客滿意之衡量 21
2.4 國軍申訴制度 22
2.4.1國軍官兵申訴管道 23
2.4.2申訴服務範圍 24
2.4.3申訴案件處理權責 25
2.4.4軍中申訴架構 25
2.4.5申訴處理原則 27
第三章 研究方法 29
3.1 研究模式與假設 29
3.2 問卷設計 30
3.3 資料處理與分析方法 33
第四章 研究分析 34
4.1 敘述性統計分析 35
4.2 信度分析、因素分析 36
4.3 相關分析 38
4.4 成對樣本T檢定分析 42
第五章 結論與建議 43
5.1 結論 43
5.2 建議 46
參考文獻 47
附錄 53
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