The Correlation Studies between Service Quality,Relationship Quality and Customer Satisfaction─Using the Air Force Comptroller as an example

• Main Authors: Shr-Li Wu, 吳詩禮
• Other Authors: Te-Peng Wang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/71952383599696677603

碩士 === 國立屏東商業技術學院 === 國際企業所 === 101 === ABSTRACT With the progress of the times and the changes in the economic environment, the service sector has gradually replaced old agriculture and industry, became the main stream of the world economy. And has a pivotal role in affecting the global economy. Comptroller military units are conformed to the trend of the times and economic progress, and also constantly provide army ideas and vision for the future. How to provide excellent service is an important issue to the Air Force Comptroller. In addition to the development of relevant processes and standard operation, the Comptroller staffs are accounted a pivotal part. Comptroller of service quality will not affect their provision of services in attitude and behavior, but also may affect its professional image and customer satisfaction. In this study, the Air Force Comptroller unit for the study, collected questionnaires and perform on-site sampling, research purposes are as follows: 1. Explore the Comptroller Unit personnel of service quality, the relationship between relationship quality and customer satisfaction. 2. Comptroller units provide improved service quality, relationship quality and customer satisfaction recommendations and reference. The hierarchical regression and path analysis revealed verify "relationship quality" right "service quality" and "customer satisfaction" has mediating effect, indicating that the Air Force Comptroller units at improving service quality, can make the relationship between quality improvement, and thus can enhance the quality of the relationship enhance customer satisfaction, not only to meet the expectations and needs of each unit, a chance to improve services, Accounting Unit positive feedback.