Assessment of Customer Satisfaction for the Military Aircraft Commercial Maintenance

• Main Authors: Shih-Chang Cheng, 鄭世昌
• Other Authors: Juite Wang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/97349604943312854314

碩士 === 逢甲大學 === 工業工程與系統管理學研究所(工業工程學所) === 93 === Ministry of National Defense starts to release the resources to the national industry to integrate resources and establish the long-term relationships with the qualified industry partners. For maintenance service providers, it is important to identify and satisfy customer requirements for gaining competitive advantages. The objective of this thesis is to develop a methodology to establish business strategies based on maintenance service requirements for the national aerospace industry. Data for these questionnaires were collected from the individuals participated in a commercial maintenance project for the military training aircraft. Analytic Hierarchy Process (AHP) is applied to determine the relative importance of service items perceived by customers. In addition, the SERVQUAL gap analysis model is used to identify gaps between desired levels and actual levels of performance. Based on the results obtained from the above approaches, the balanced scorecard is adopted to establish the business maintenance strategy to improve the maintenance service quality and to enhance customer satisfaction. It is concluded that the findings of this research may provide useful suggestions to improve the quality of contract execution of military aircraft maintenance projects for maintenance service providers.