臺灣博碩士論文加值系統

本研究目的在於探討餐飲原料供應產業之核心能力中，消費者對於各服務項目重要性及滿意度的認知程度，來建構Y公司的管理機會方格，同時了解顧客對於購買餐飲原料的需求差異，進而探討餐飲原料供應產業的管理策略。研究首先參考國內外核心能耐的相關文獻，再經過與Y公司內部高管和餐飲原料供應商同業的討論，歸納出Y公司三大核心能耐構面，包括採購體驗環節、研發體驗環節、產品售後環節，以重要性及滿意程度兩個屬性來衡量所有核心能耐內的服務項目，延伸發展出30個題項的調查問卷。接著蒐集Y公司現在有在交易的客戶 (共30份) 所認知的重要性與滿意度，建構出管理機會方格，進一步探討未來策略方向與應對方案，以提升競爭力與競爭優勢。
本研究實證獲得結論如下，顧客認為最重要的前三項核心服務項目分別為「可提供營業執照、食品流通許可證、生產許可證」、「公司取得食品安全認證(ISO/HACCP)」、「可提供COA、外檢報告、CIQ」，以上三項皆為「採購環節體驗」構面。
研究結果顯示Y公司應立即改善項目為「能即時處理客訴問題」，因此建議Y公司重新檢討客訴處理流程是否過於冗長、各個流程是否沒有設定處理時限、有沒有預先設定相關客訴問題的解決方案。將第四象限區域之項目提升到第一象限，如此將可以提升消費者的滿意度，進而為Y公司帶來效益。

The purpose of this study is to explore the core competence of the food and beverage supply industry, consumers'' awareness of the importance and satisfaction of each service project, to construct the management opportunity of Y company, and to understand the difference in customer demand for catering materials. Then explore the management strategy of the catering raw material supply industry. The research first refers to the related literatures of core competence, and after discussion with the managers of Y company and the persons in the same business of the food and beverage supply industry, the three core functional aspects of Y company are summarized, including the procurement experience, research and development experience, and product after-sales. In terms of importance and satisfaction, we measure all core service projects and extend the questionnaire of 30 items. Then, we collected the clients in trade of Y company (to a total of 30), and constructed a management opportunity grid to further explore future strategic direction and response plan to enhance competitiveness and competitive advantage.
The empirical findings of this study are as follows. The top three core service items that customers consider to be the most important are “available business license, food circulation license, production license”, “company obtained food safety certification (ISO/HACCP)”, “ COA, external inspection report, CIQ can be provided,” and all three of these are “procurement experience” facets.
The research results show that Company Y should immediately improve the project as “can handle customer complaints immediately”. Therefore, it is recommended that Y Company re-examines whether the customer complaint processing process is too lengthy, whether each process has no processing time limit, and whether there is a solution for pre-setting relevant customer complaints. The project of the fourth quadrant area to the first quadrant, so will enhance the consumer''s satisfaction, in turn, brings benefits to Y company.

第一章緒論 1
第一節 研究背景與研究動機 1
第二節 研究目的與問題 2
第三節 個案公司簡介 3
第四節研究範圍 3
第五節章節安排 3
第二章文獻探討 4
第一節 資源基礎 4
第二節 核心能耐 4
第三節 競爭優勢 5
第四節 管理機會方格 5
第三章 研究方法 8
第一節 資料蒐集 8
第二節各項服務之衡量項目 9
第三節 資料分析 10
第四章 統計結果與實證分析 11
第一節 樣本特性 11
第二節 Y公司之顧客價值 13
第三節 顧客管理機會方格建構與分析 16
第五章 結論與建議 20
第一節 研究結論 20
第二節 理論應用與實務意涵 22
第三節 研究限制與後續建議 24
參考文獻 25
附錄 27

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