臺灣博碩士論文加值系統

論文目的在研究電子商務服務在晶圓代工業之應用, 並找出服務關鍵評量項目, 藉以透過客戶滿意度調查, 來制定改進策略. 滿意度調查中, 客戶除了評估電子商務服務的重要性及新應用服務知曉性外, 亦就整體電子商務服務及七個服務關鍵評量項目, 針對A-公司及其最佳競爭者(B-公司), 做出滿意度評比. 七個項目分別為: 生產資訊的準確性及一致性, 晶片設計及工程資訊的準確性及一致性, 資訊搜尋的簡易性, 資訊提供的即時性, 客戶線上系統的功能完備性, 客戶線上系統反應性, 及電子商務服務完整性. 本研究除針對所有受訪者作滿意度及策略優先矩陣法分析外, 亦就整合元件廠商及晶片設計公司作分類分析.
調查結果顯示, 受訪者皆認知電子商務服務的重要性, 但相對而言, 晶片設計公司對A-公司新推出電子商務服務知曉性較”整合元件廠商”為低, 顯示針對”晶片設計公司”加強新推出電子商務服務宣傳的必要性. 就電子商務服務整體及七個服務關鍵評量項目的滿意度調查, 針對A-公司而言, 受訪者皆表達高滿意度, 滿意度較低者為客戶線上系統反應, 主要原因應為線上資訊及服務急速擴充, 造成系統負荷過重, 反應遲緩, 招致使用者不滿. 相較之下, 對A-公司的電子商務服務評量項目滿意度均領先B-公司, 其中差距較小者為客戶線上系統反應及生產資訊的準確性及一致性, 差距較大者為客戶線上系統的功能完備性. 此外, 分類分析顯示, 由於公司屬性不同, 晶片設計公司的滿意度均較整合元件廠商為高, 可能肇因於晶片設計公司有限之電子商務服務經驗及資源, 而造成對A-公司電子商務服務的高依賴度, 且相較之下, 晶片設計公司較無現有系統整合的負擔及複雜度.
策略優先矩陣法分析顯示, 生產資訊的準確性及一致性, 客戶線上系統的功能完備性, 電子商務服務的完整性, 與整體電子商務服務整體滿意度有較高的正向關聯性. 與滿意度分析相比較, 客戶線上系統的反應雖然客戶滿意度低, 但與電子商務服務整體的正向關聯性亦低, 因此改善優先順序應調整在生產資訊的準確性及一致性之後. 結論部份亦針對未來研究方向加以建議, 如次要服務關鍵評量項目的納入, 及實體/線上客戶服務配合性探討等.

The research introduces the e-Commerce services currently applied in IC foundry industry, identifies key attributes for the services, and presents a user survey outcome for enhancement. In the survey, in additional to new services awareness and the perceived importance of e-Commerce services, respondents evaluated the performance of a selected IC foundry company (A-company) and its best competitor (B-company) on overall e-Commerce service and seven key service attributes. The seven attributes identified are logistics information accuracy, design and engineering information accuracy, ease of locating information, information availability, platform functionality, system performance, and overall service scope. Respondent segmentation between Integrated Device Manufacturers (IDM) and Design Houses (fabless) were performed, and satisfaction rating plotted in radar charts and strategic priority matrix were used.
While both IDM and fabless recognize the importance of e-Commerce services, fabless respondents have a lower awareness on the new services, indicating more promotion activities should be planned for fabless companies. Respondents gave high satisfaction ratings for the e-Commerce services provided by A-company. System performance has a relatively low score, suggesting that users are dissatisfied with the slow response on searching, navigating, and downloading documents. The performance degradation is due to fast adding up new contents and capabilities without simultaneously upgrading system hardware such as CPU or memory capacity.
For all service attributes, A-company is ahead of B-company, with the smallest gap existing in system performance and logistics information accuracy, and the biggest gap in platform functionality. The plots for both A-company and B-company show that fabless are generally more satisfied than IDM, possibly due to the limited e-Commerce service experience and resources, resulting in their high reliance and acceptability on the services provided by foundry companies. Since few fabless have their own Internet system, the complexity and difficulty for them to integrate with A-company system are expected to be much lower.
The strategic priority matrix analysis indicates that the satisfaction ratings of logistics information accuracy, platform functionality, and overall service scope are highly correlated with overall e-Commerce service. The other four attributes, including system performance, have a lower correlation. In summary, system performance has lower satisfaction rating, but lower correlation with overall e-Commerce service satisfaction. It is therefore suggested that logistics information accuracy be assigned a higher improvement priority than system performance. Future research is also recommended to incorporate secondary service attributes as survey items, and to study the positioning of online and off-line customer services, etc.

List of Tables
List of Figures
Chapter 1: General Introduction
1-1 Research Background and Motivation
1-1-1 Emergence and Evolution of Internet
1-1-2 Impact of e-Commerce Services on Enterprises
1-1-3 Implementation of e-Commerce Services in IC Foundry
1-2 Research Purpose, Scope and Methodology
1-3 Organization of the Thesis
Chapter 2: e-Commerce Services in IC Foundry Industry
2-1 Business Model for IC Foundry Industry
2-2 Importance of e-Commerce Services for IC Foundry
2-3 e-Commerce Service History in A-company
2-3-1 Phase 1 (1996-1999): Virtual Fab Vision
2-3-2 Phase 2 (1999-2001): Channels and Applications
2-4 e-Commerce Services Channels
2-4-1 Integrated Customer Portal
2-4-2 System-to-System Integration
2-5 Key e-Commerce Services
2-5-1 Yield Enhancement System (YES)
2-5-2 Internet Layout Viewing (ILV) Tool
2-5-3 Multiple Project Wafer Online Booking (CyberShuttle)
2-6 Challenges for e-Commerce Services
2-7 e-Commerce Service and the Internet
2-7-1 Internet Capabilities
2-7-2 Key Attributes for e-Commerce Services
Chapter 3: Customer Satisfaction Survey Background
3-1 Survey Background
3-1-1 Study Profile
3-1-2 Survey background
3-2 Questionnaire Design
3-3 Analysis Methodology
3-3-1 Segmentation
3-3-2 Customer Satisfaction Rating
3-3-3 Strategy Priority Matrix
Chapter 4: Outcome and Analysis of Customer Satisfaction Survey
4-1 e-Commerce Service Awareness and Importance Rating
4-2 Service Attribute Rating for All Respondents
4-3 Service Attribute Rating for IDM and Fabless Respondents
4-4 Strategic Priority Matrix for All Respondents
4-5 Strategic Priority Matrix for IDM and Fabless Respondents
4-6 Suggestion for Improvement Priority
Chapter 5: Conclusion and Suggestion
5-1 Conclusion
5-2 Suggestion
References
Author’s Resume

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