A Research on Customer Satisfaction of Logistic Support for Aerospace Industry

• Main Authors: Ping-Hong Chen, 陳炳宏
• Other Authors: 葉忠
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/08522402093332333125

碩士 === 逢甲大學 === 工業工程學系 === 89 === Abstract Customer satisfaction is an important strategy in long-term projects for the majority of business. Excellent Customer satisfaction may create faithful customers and produce not only rich but also growing revenue. The objective of this paper is designed to investigate the Customer satisfaction of logistic support for aerospace industry. For the scope of the paper, there are five elements of the Logistic support, including : spare, support equipment, personal training, technical order and maintenance support. Which are measured by five factors : time or speed, reliability, convenience, flexibility and availability. Through the data analysis of customer’s satisfaction, we can get a “logistics support attribute- satisfaction model”. This provides a selecting suitable customer’s service strategy to improve customers’ satisfaction. In this research a total of 285 questionnaires were mailed, and overall response rate was 63% (179 questionnaires). After calculating the customers'' satisfaction of logistics support score, the mean score equals to 3.114,which was located on medium level；the logistics element of maintenance support had a higher satisfaction and supply support had a lower satisfaction. For the service quality factors, supportability had a higher satisfaction and timely had a lower satisfaction. The results will be available to improve customers'' satisfaction. From the statistical correlation analysis, the following factors: spare vs. speed, support equipment vs. reliability, personal training vs. reliability, technical order vs. flexibility, maintenance support vs. convenience have a higher positive correlation