The Research of the Planning about the Service Quality of Military Outsourcing and Customer Satisfaction－on Example for Logistics Maintenance in ROC Air Force A Base.

• Main Authors: Kuo Min-Tsung, 郭鳴宗
• Other Authors: Sheu Bao-Dong
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/36958362224017233532

碩士 === 樹德科技大學 === 經營管理研究所 === 95 === As part of a major program to mitigate the cost of employment and government budget, R.O.C. Air Force is transferring it’s own aircraft maintenance tasks to several competitive civil companies which were role models to the Air Force on the performance and competition after decades of evolution of maintenance environment. The deployment of this policy is expected to gain benefit from the enlargement of both sides of operational capability and aeronautical industry. The investigation of technical capability, service quality and customer satisfaction was undertaken based on 400 military maintenance personnel at A base in this study. The results reveal that while there are no distinct influences among sex, marriage technical capability, service quality and customer satisfaction, few large gaps are shown in technical capability, service quality and customer satisfaction which are dominated by different education, age, affiliation, rank and years of service. With current results, it is incurred that the necessity of improvement in service quality and overall satisfaction by H Company is urgent. Therefore, to achieve the goal of expectation of outsourcing, the strengthening of education and training, organizational structure and customer relationship management by H company are strongly recommended.