碩士 / 開南大學 / 物流與航運管理學系 / 97 / This study is for the purpose of probing into the service quality and the customer satisfaction, and several of services furnished by the logistic department from the receiver points of view. The main job for logistic department is not only to provide the concrete parts for maintenance personnel, but to affect the aircraft maintenance directly. It would easily be neglected the perception as the logistic department only serves the interior members, and regards it as the only job to content the needs of aircraft parts required by maintenance personnel. For the lack of the competitive environment, the conservative logistic department exist the phenomena of poor service quality and is distrusted by the maintenance personnel which be took as normality.Therefore, the working efficiency of the aircraft maintenance is impacted.
The study not only considers the service characteristic of the logistic department, but examines the E Aviation Technology Company as the case based on PZB gap model, from that gap5 and gap1 of the quality of the logistic department, using SERVQUAL chart, are adopted for further understanding. The questionnaires received which are effective were analyzed by SPSS Statistical Method.In conclusion the research accomplishments achieved are as follows:
1. Most of the interviewee is average with the quality of the logistic department and integral service.
2. From the maintenance personnel’s point of view, there exists significant difference on the quality of the logistic department.between their expectation and their perceptions.
3. There exists significant difference between the maintenance personnel’s expectations on the quality of the logistic department and the recognition of the logistic staffs on the quality of the logistic department.
4. There exists significant relationship between the quality of the logistic department and the satisfactions of integral service.
| Identifer | oai:union.ndltd.org:TW/097KNU00301001 |
| Date | January 2009 |
| Creators | chia-kuan lin, 林家寬 |
| Contributors | Tao Chen, 陳 韜 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 104 |
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