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The Armed Forces Cemetery (hereunder referred to as the AFC) in Taiwan is one of the few government service agencies that provide external services by taking charge of funerals and burials for Taiwanese military personnel. The services provided by the AFC have a profound effect on the morale and rights of military staff. For this reason, the efficiency, attitude and performance of the administrative staff has a profound effect on the perceptions of the military personnel and their family members. Therefore, the AFC is presently concerned with improving service efficiency and effectively meeting the needs of the family members of military personnel.

The participants of this study were selected family members of military staff. Each participant was given a SERVQUAL questionnaire comprised of 25 questions with five items. The distribution of indicators was decided through importance-performance analysis (IPA) and we also transferred the needs of family members into service demands through quality function deployment (QFD). Through data envelopment analysis, we discovered which aspects of the services held highest priority and provided instructions aiming to increase satisfaction with AFC services despite a limited budget and minimal human resources.