本研究以國軍示範公墓服務之家屬為研究對象，國軍示範公墓為國防部管轄少數對 外服務的單位，負責官兵葬厝工作，其服務品質與單位績效良窳，亦將影響官兵及眷屬 對政府整體形象之觀感。因此，本研究首先以SERVQUAL 量表為問卷架構，提出五種 主題與20 個題目問項的問卷調查方式，透過重要度-表現分析法(Importance-Performance Analysis; IPA)找出重要度與滿意度指標分布狀況，並運用網路層級分析法(Analytical network process; ANP)取得家屬需求項目之權重，接著藉由品質機能展開(Quality Function Deployment; QFD)將家屬聲音轉換成服務技術需求，最後透過資料包絡分析法 (Data Envelopment Analysis; DEA)，在機關有限預算、人力等資源下，提供國軍示範公 墓提升家屬服務滿意度的改善方案優先順序，做為改善策略的方針，進而有效提升服務 品質。本研究所提出的評估模式，亦可提供政府相關部門提升服務行政效能及滿足民眾 服務品質需求時的參考。

This study targets the family members of the staff who work for the R.O.C. Military Cemetery, one of the few units governed by Ministry of National Defense which offers the public their service and takes charge of soldiers’ burials. Its service quality as well as its performance appraisal will influence soldiers’ and their family members’ impressions on the entire image of government. Therefore, this study firstly uses SERVQUAL scale as the structure of questionnaire, in which five theme topics and twenty question items are raised, finds out the distribution status of importance and satisfaction indexes through Importance-Performance Analysis (IPA), and applies Analytical network process (ANP) to gain the weight of family members’ required items. Next, by means of Quality Function Deployment (QFD), family members’ voices are converted into service technical requirements. Lastly, Data Envelopment Analysis (DEA), under the limited budget and human resource of the authorities, provides R.O.C. Military Cemetery with the priority of improvement plans which can enhance family members’s atisfaction as a strategic policy for improvement, and then effectively betters its service quality. The evaluation mode proposed by this research also can offer references to the relevant departments of government to improve their service and administrative efficiency as well as to satisfy the public’s need of service quality.