碩士 / 玄奘大學 / 國際企業學系碩士班 / 97 / In recent years, our national troops have started cooperation with domestic Superstores in order to supply daily needs to troops. Since the troops purchase budget has increased year after year, many domestic Superstores are striving to expand their market share in this area. On the basis of customer service oriented, the domestic (private) superstores should enhance their service with the good faith and systematically improve their service quality of logistic in order to satisfy customers (troops) needs and establish a good reputation in the community. Finally, according to many scholars’ studies and experiences, if these superstores want to make a profit and expend market share, it is important to increase their customers satisfaction and create a win-win outcome and it is in the customer’s interest as well.
SPSS is supposed to be the tool to analyze the questionnaire. The sampling data is analyzed by T-TEST, UNIVARIATE, Factor Analysis , Piersen correlation analysis and Regression Analysis. The purpose of this study is to identify different customer concerning the effectiveness and correlation between logistic service quality and customer satisfaction and resignation tendency.The questionnaires are collected from different working levels which are military officer, master sergeant ,sergeant and civil employee service in military, according to airforce S and H physical distribution base staff and contractor as the object of study, 200 questionnaire were delivered, recycles 176, deducts invalid questionnaire 22, effective questionnaire 154, the effective returns-ratio is 77%. This research main discovery is as follows:
1. DEVIATION:
Different personnel presents important deviation between logistic service quality and customer satisfaction, resignation tendency.
2. CORRELATION:
In the logistic service quality variables, “the customer contacts”, “the exception handling” and “timeliness” have the remarkable relevance with the customer satisfaction; The logistic service quality variables, “the information obtains” and “the goods condition” have no remarkable relevant with the customer satisfaction.
3. EFFECTIVENESS:
The logistic service quality will affect the customer satisfaction, such as “the customer contacts”,” the exception handling”, “timeliness”…etc. Especially,” timeless” is an important key factor to affect customer satisfaction.
| Identifer | oai:union.ndltd.org:TW/097HCU08121012 |
| Date | January 2009 |
| Creators | Fang Wan-Chi, 方琬祺 |
| Contributors | Tseng Kuang-Jung, 曾光榮 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 65 |
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