| Summary: | 碩士 === 國防管理學院 === 資源管理研究所 === 89 === THESIS ABSTRACT
In recent years, the government promotes the administrative efficiency and improves service quality for the national competitive advantage. As for the armed forces, comptrollers afford service to the army. Therefore, it is an essential issue for comptrollers how to provide the three armed services with the excellent service quality.
This paper is chiefly to discuss the service quality of comptrollers by means of questionnaires, to find out the differences of service quality with Mean、regression analysis and MANOVA test to argue service quality of comptrollers and to call comptrollers’ attention to the importance of service quality. The main findings of this paper can be summarized as follows:
1.There exists the significant influence on efficiency and safety of the comptroller’s job for different ranks of staffs. In other words, the higher rank the officer is, the more dissatisfactory the service provided by comptrollers on efficiency and safety is.
2.There is the significant influence on efficiency and viewpoint of the comptroller’s job for different jobs of staffs. Especially for procurement personnel, it is close to dissatisfaction on efficiency. In addition, it is also close to dissatisfaction for different staffs on viewpoint of comptroller’s affairs. In other words, they did not figure out operational processes and regulations of the comptroller.
3.There exists the significant influence on equipments, efficiency, and safety of the comptroller’s job for different the ages of service. In one word, the longer the age of service is, the more dissatisfactory the service provided by comptrollers on equipment, efficiency, and safety is.
From the viewpoint of customer satisfaction of the best strategy to embrace customers, service quality is determined by the degree of customer satisfaction. Hence, excellent quality service can improve customer satisfaction and obtain good reputation. Today, the unit of comptroller needs to change and innovate continuously. The only way for comptroller is to highlight and promote the service quality to meet customer needs with the best service. Then the comptroller can breakthrough the status and create a new vision.
Keywords: comptroller, service quality, customer satisfaction
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