臺灣博碩士論文加值系統

在以服務為主的行銷模式興起之後，各個領域的製造產業紛紛轉為採用以提供製造服務為主的經營策略，其中半導體產業即是一例。目前分離式半導體元件發展至今已進入飽和期。在經營還境競爭愈趨激烈且日漸惡化之情形下，提升服務品質是公司成功的關鍵要素。而不論是有形的產品或是無形的服務，均是透過公司內部員工的共同努力，最後才將成功的產品或服務呈現在最終顧客面前。在整個生產的過程中，滿意的員工能提供較好的績效，進而提升顧客的滿意度及忠誠度。意即；要讓外部顧客滿意，必須先滿足內部顧客的需求，也就是說﹔提供良好的內部服務品質，讓內部顧客感覺到滿意，對組織產生高度的忠誠度，自然就可以提供外部顧客卓越的服務品質。
本研究的主要目的是以PZB模式進行研究內部服務品質，透過問卷調查的方式來研究生產線的直接員工對自動化設備維護部門所提供的內部服務品質的期望程度為何？以及直接員工對於自動化設備維護部門所提供的內部服務品質感到的滿意程度為何？本研究共發放問卷201份，回收問卷197份，總回收率為98.0％。扣除無效問卷10份，總回收之有效問卷共187份，有效問卷回收率為93.0％。
由研究資料顯示，直接員工對於內部服務品質的期待程度與滿意程度都不是很高，而且滿意程度還低於期待程度，顯示出自動化設備維護部門仍需要努力，特別是在「回應性」的部分，直接員工對於是否會被告知何時提供保養或維修的時間最為期待，但是這卻不是最為感到滿意的項目。

When service became major of a part of the marketing model, many industries changed strategy into production service providing. The semiconductor industry also changed strategy in line with other industries. Now, discrete semiconductors components sector is saturated. The market competition is very intense and service quality was became a key point for success. Whether service of visible product or invisible product, it requires efforts from all employees. Then, customers get perfect service or perfect products. During production period, satisfied employees can perform better and also improve customer satisfaction and customer loyalty. This means in order to satisfy external customers, you must satisfy internal customers first. Providing better internal service quality means internal customers are satisfied and loyal to the organization, and then companies can provide excellence in service quality.
For the purpose of this research, the PZB model was used to study internal quality. We used questionnaires to ask direct employees about their expectations concerning internal quality from the Equipment Engineering Department? From the 210 questionnaires 197 were returned. Of which 187 were effective. The effective received rate was 93.0%.
The result of the research showed that expectation and satisfaction of direct employees were not so high, moreover, satisfaction is lower than expectation. It means the Equipment Engineering Department must make more efforts, especially in the area of responsiveness. The biggest concern direct employees had was the lack of information concerning scheduling of PMs and troubleshooting.

目　錄
中文摘要
英文摘要
誌謝
目錄
表目錄
圖目錄
第一章 緒論
1.1 研究背景與動機
1.2 研究目的
1.3 研究範圍
1.4 研究流程
1.5 研究限制
第二章 文獻探討
2.1 分離式半導體元件
2.2 內部顧客的定義
2.3 內部顧客滿意度的定義
2.4 服務的定義與特性
2.5 品質的定義
2.6 服務品質
2.7 內部服務品質
2.8 PZB服務品質差距模式
第三章 研究方法
3.1 研究架構
3.2 研究假設
3.3 資料分析架構與方法
3.4 研究變數
3.5 問卷設計
3.6 抽樣設計與回收
第四章 研究結果與討論
4.1 信度與效度
4.2 內部服務品質之排序分析
4.3 以T檢定評估內部服務品質認知差距
4.4 內部顧客背景在內部服務品質期待程度差異分析
4.5 內部顧客背景在內部服務品質滿意程度差異分析
4.6 研究假設驗證結果整理
第五章 結論與建議
5.1 結論
5.2 對受研究公司的建議
5.3 對後續研究者的建議
參考文獻
附錄
A 內部服務品質問卷調查表
B 2002科技與管理學術研討會論文集-服務品質評量模式導入之研究
作者簡介

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