臺灣博碩士論文加值系統

創新服務品質管理是手機表面處理企業經營賴以生存及發展之不二法則。藉由服務品質提升，進而影響利害關係人滿意及提高內部績效的目的。本研究採用問卷調查法，使用的研究工具乃是依據文獻中所分析、歸納的相關資料所編擬出的問卷，問卷內容包括服務品質、利害關係人滿意與內部績效等三項潛在變數。研究對象為位速科技集團計三個事業單位(大園廠、楊梅廠、樹林廠) ，共計發送310份問卷，回收305份，再扣除無效問卷5份，合計收回有效問卷300份，回收率約為97%。所得到的資料經信度檢定、效度檢定後乃採用結構方程模式模式(SEM)進行分析，藉以探討三變項間之關聯性。研究結果可歸納如下：
一、 服務品質與利害關係人滿意有正向顯著的關係。
二、 利害關係人滿意與內部績效有正向顯著的關係。
三、 服務品質與內部績效並未達到正向顯著的關係。
利害關係人是企業生存重要關鍵，當服務品質提昇後，利害關係人感覺有幫助，進而感受到滿意管理內部績效也相對愈高。服務品質應該秉持著高度的管理標準；而在高度管理標準的規範之下，服務品質之期望值自然提高，以致實際得到之內部績效與期望值之間產生落差，而這將會累積利害關係人滿意對服務品質有正面的影響，是企業經營的主要目標與獲利基礎；為企業帶來更多收益及利潤，而進一步更可以提升企業形象。

關鍵字：服務品質、利害關係人滿意、內部績效、手機表面處理業

For a business in mobile phone surface treatments the only way to survive and thrive is to innovate its management of service quality, aiming at the goals of the stakeholders’ satisfaction and enhancement of the internal performance by promoting the service quality level. To explore the relationships among three key components “Service Quality, Stakeholder Satisfaction and Internal Performance” this study designed a questionnaire based on literature review and data analysis/reduction. The questionnaire encompasses three potential variables, namely Service Quality, Stakeholder Satisfaction, and Internal Performance. The three facilities of Ways Technology Group (Tayuan Plant, Yangmei Plant, and Shulin Plant) were the population of this study. In this survey 310 questionnaires were distributed, 305 returns with 5 invalidated ones were collected. It leads to 300 valid returns at 97% return rate. The data were then studied by means of Reliability Analysis, Validity Analysis and SEM Analysis. The study came to the following conclusions:
1) There is a significant positive relationship between Service Quality and Stakeholder Satisfaction;
2) There is a significant positive relationship between Stakeholder Satisfaction and Internal Performance;
3)There is no significant relationship between Service Quality and Internal Performance.
Stakeholders play a critical role for a business to survive. Upon seeing improved service quality, the stakeholders believe it is constructive. At the same time they also demonstrate a higher satisfaction with the internal performance. A business in this industry shall establish and maintain a high level of management standards and benchmarks, under which a higher expectation is derived among stakeholders. Therefore a difference between the expectation and the actual internal performance is resulted in, and this difference leads to positive influence on Service Quality by accumulating the stakeholder satisfaction. This serves as the main objective of a business and the niche for profits brings extra surplus and further builds a better business image.


Keywords：Service Quality, Stakeholder Satisfaction, Internal Performance, Phone Surface Processing Industry

摘要…………………………………………………………Ⅰ 目錄 ………………………………………………………… Ⅳ表目錄…………………………………………………………Ⅵ圖目錄………………………………………………‥‥‥ Ⅶ
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 3
第三節 研究範圍 4
第四節 研究流程 5
第二章　 文獻探討 6
第一節 位速科技集團概況 7
第二節 服務品質與利害關係人滿意 15
第三節 利害關係人滿意與內部績 32
第四節 服務品質與內部績效的關係 38
第三章　 研究方法 40
第一節 資料蒐集與抽樣 41
第二節 樣本描述 44
第三節 描述性統計 46
第四節 信度分析 48
第五節 建構效度 50
第四章　 實證結果與分析 52
第一節 概述SEM模型 53
第二節 SEM整體模型適合度 54
第三節 實證結果 56
第五章 結論與建議 59
第一節 研究結論 60
第二節 管理意涵 64
第三節 研究限制與建議 66

參考文獻 68

附錄 77
附件一　問卷 77

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三、網路引用資料
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