臺灣博碩士論文加值系統

對於一個企業而言，供應商的選擇是相當重要且複雜的決策問題，決策者通常須要同時考慮不同評估準則後，才能作出正確的抉擇。本研究為利用模糊理論的概念，將決策者在判斷或決定服務品質優劣時，其具有模糊性與不確定性之語意變數轉換成一明確數值，並利用服務能力指標(SCI)，衡量不同供應商的服務品質水準。隨著科技與環境的改變，人們對於有形產品或無形服務的品質要求日漸趨重，顧客經常會根據與服務提供者互動時所觀察到的線索對服務品質作判斷，且服務品質好壞會影響顧客的再購意願並進而影響企業經營績效；然而，服務品質的表達是一種感受性及主觀性的問題，人們在思考或決策感受時，常會具有模糊、個人偏好等，故本研究利用模糊理論，使顧客模糊語意值能更具體描述成為一個明確數值。此外，服務品質在顧客或企業為越高(大)越好，這是一種望大型品質特性，因此本研究依據PCI中Cpl的概念建構出Spl，並將多位顧客對於感受供應商的服務認知時的淨值，帶入本研究所建構的SCI，藉此評估不同供應商的整體服務品質水準，以提供企業進行改善，提升消費者再購意願。本研究亦建構一套運用服務能力指標的評估流程以提供學術及產業界應用。

Supplier selection is very important and complex problem for the businessman. The master have to make the correct decision before consider the different evaluation guideline. The fuzzy linguistic variable transformed to a crisp number through the fuzzy theory. And use the Service Capability Index to measure the service quality of suppliers. As the technological change and the environment, there are more and more important about the quality requirements of the tangible products or intangible services for people, and customers often judge the service quality based on interactions observing leads with services providers. Thus, the service quality can influence customer repurchase intentions, and then affect business performance. However, the service quality were an expression of sensitivity and subjective questions, when people are thinking or decision-making, often they will have vague and personal preferences. Therefore, the present project in this pipeline fuzzy linguistic values so that customers can more specifically described as a crisp value by applying fuzzy theory. In addition, this is a larger-the-better, when the service quality in customers or companies for the higher (large) as possible. So according to Cpl in the PCI, we will construct Spl, and then this project SCI brings many customers crisp values when they were feelings of the service time. Final evaluation the overall service quality levels by different service providers, and the result can provide companies improvements that influence customers repurchase intentions.

摘要 I
英文摘要 II
目錄 III
表目次 IV
圖目次 V
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 服務品質 4
第二節 供應商評選 8
第三節 模糊理論 11
第四節 製程能力指標 12
第三章 研究方法 15
第一節 研究架構 15
第二節 模糊理論 15
第三節 服務能力指標 18
第四章 個案分析 20
第五章 結論與建議 22
參考文獻 23

中文
何友鋒、王小璘、姚淑靜(2000)，建築色彩計畫模糊綜合評估方法之研究，設計學報，5(2)，9-33。
邱靜娥、江享達(2007)，應用變動抽樣間隔管制圖於製程能力指標Cpm之監控，品質學報，14(1)，31-44。
唐麗英、陳建平(1998)，考慮製程能力指標之允收抽樣計畫，工業工程學刊，15(1)，95-102。
陳文亮、陳姿樺(2007)，應用AHP法進行服飾陳列展示模式之研究，餐旅暨家政學刊，4(2)，101-116。
陳細鈿、唐麗英、陳坤盛(2002)，以信賴區間評估電子零件的壽命績效，工業工程學刊，19(2)，53-60。
單承剛、何明泉(2005)，設計政策指標建構之研究，設計學報，10(2)，13-27。
潘浙楠、賴盛振、李俊毅(2009)，多變量製程能力指標在評估空氣品質上之比較研究-以台灣地區空氣污染資料為例，品質學報，16(1)，1-13。
衛萬里、張文智(2005)，應用模糊德爾菲與分析網路程式法選擇最佳產品設計方案之研究，設計學報，10(3)，59-77。
張錦特、周毖劬(2008)，在風險環境下考量供應商異質性的供應商選擇模型，資訊管理學報，15(4)。27-50。
陳偉星(2005)，應用證據推論於供應商評選之研究。技術學刊，20(4)，339-355。

英文
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management, 25, 170-192.
Amida, A., Ghodsypour, S. H., & O´Brien (2006). C. Fuzzy multiobjective linear model for supplier selection in a supply chain. International Journal of Production Economics, 104, 394-407.
Benítez, J. M., Martín, J. C. & Román, C. (2007). Using fuzzy number for measuring quality of service in the hotel industry. Tourism Management, 28, 544-555.
Berger, P. D., Gerstenfeld, A., & Zeng, A. Z. (2004). How many suppliers are best? A decision-analysis approach. Omega: The international Journal of Management Science, 32(1), 9-15.
Buckley, J. J. (2004).Fuzzy Statistics (1st ed.). New York: Springer Verlag.
Cakravastia, A. B., Tohab, S., & Nobuto, N. (2002). A Two-stage Model for the Design of Supply Chain Networks. International Journal of Production Economics, 80, 231-248.
Chan, F. T. S., & Kumar, N. (2007). Global supplier development considering risk factors using fuzzy extended AHP-based approach. Omega: The international Journal of Management Science (35), 417-431.
Chan, L. K., Cheng, S. W. & Spiring, F. A (1988). A New Measure of Process Capability Cpm. Journal of Quality Technology, 20(3), 162-175.
Charbonneau, H. C. & Webster, G. L. (1978). Industrial quality control, Prentice Hall, New Jwesey: Engle wood Cliffs.
Chen, K. K., Chang, C. T. & Lai, C. S. (2009). Service quality gaps of business customers in the shipping industry. Transportation Research Part E,45, 222-237.
Chen, K. S. & Huang, M. L. (2007). Process capability evaluation for the process of product families. Quality & Quantity, 41(1), 151-162.
Chen, K. S., Huang, H. L. & Huang, C. T. (2007). Control charts for one-sided capability Indices. Quality & Quantity, 41, 413-427.
Chen, K. S., Li, R. K. & Liao, S. J. (2004). Process capability analysis of a product family of large-the-better type. Journal of Information & Optimization Sciences, 25(1), 93-104.
Chen, K. S., Ouyang, L. Y. & Hsu, C. H. (2009). A measuring model of process capability to consider sampling error. Journal of Information & Optimization Sciences, 30(4), 843-853.
Chen, T. W., Chen, K. S. & Lin J. Y. (2003). Fuzzy evaluation of process capability for bigger-the-best type products. The International Journal of Advanced Manufacturing Technology, 21, 820-826.
Cheng, K. S., Pearn, W. L. & Lin. P. C. (2003). Capability measures for processes with multiple characteristics. Quality & Reliability Engineering International, 19, 101-110.
Choi, T. Y., & Hartley, J. L. (1996). An exploration of supplier selection practices across the supply chain, Journal of Operations Management, 14(4), 333-343.
Chow, I. H., Lau, V. P., Lo, T. W., Sha, Z. & Yun, H. (2007). Service quality in restaurant operations in China: decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.
Crama, Y., & Schyns, M. (2003). Simulated annealing for complex portfolio selection problems. European Journal of Operation Research, 150(3), 546-571.
Cronin, Jr, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68.
Dahel, N. (2003). Vendor selection and order quantity allocation in volume discount environments. Supply Chain Management: An International Journal, 4, 335-342.
Dickson, G. W. (1996). An analysis of supplier selection systems and decision. Journal of Purchasing,2, 5-17.
Dulmin, R. & Mininno, V. (2003). Supplier selection using a multi-criteria decision aid method. Journal of Purchasing and Supply Management, 9(4), 177-187.
Dyer, J. H. (1997). Effective inter-firm collaboration: how firms minimize transaction costs and maximize transaction value. Strategic Management Journal, 18, 535-556.
Gronroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41.
Hippolyte, J. L. (2009). Fuzzy Fiction (1st ed.). America: Univ of Nebraska Pr.
Hong, G. H., Park, S. C., Jang, D. S., & Rho, H. M. (2005). An effective supplier selection method for constructing a competitive supply-relationship. Expert Systems with Applications ,28, 629-639.
Hwang, S. N., Lee, C. & Chen, H. J. (2005). The relationship among tourists’ involvement, place attachment and interpretation satisfaction in Taiwan’s national parks. Tourism Management, 26, 143-156.
Ittner, C. D., Larcker, D. F., Nagar, V. & Rajan, M. V. (1999). Supplier selection, monitoring practices, and firm performance. Journal of Accounting and Public Policy, 18, 253-281.
Juran, J. M. (1974). Juran’s Quality Control Handbook (3rd ed). New York: McGraw-Hill.
Kane, V. E. (1986). Prrocess capability indices. Journal of Quality Technology, 18(1), 41-52.
Kannan, V. R., & Tan, K. C. (2005). Just in time, total quality management, and supply chain management: understanding their linkages and impact on business performance. Omega, 33(2), 153-162.
Karatepe, O. M., Yavas, U. & Babakus, E. (2005). Measuring service quality of banks: scale development and validation. Journal of Retailing and Consumer Service, 12, 373-383.
Katsikeas, C. S., Paparoidamis, N. G., & Katsikea, E. (2004). Supply source selection criteria: The impact of supplier performance on distributor performance. Industrial Marketing Management, 33(8), 755-764.
Kuo, T. C., Wu, H. H. & Shieh, J. I. (2009). Integration of environmental considerations in quality function deployment by using fuzzy logic. Expert Systems with Applications, 36, 7148-7156.
Kuo, Y. F., Chen, P. C. (2006). Selection of mobile value-added services for system operators using fuzzy synthetic evaluation. Expert Systems with Applications, 30(4), 612-620.
Kwong, C. K., Chen, Y., Bai, H. & Chan, D. S. K. (2007). A methodology of determining aggregated importance of engineering characteristics in QFD. Computer & industrial engineering, 53,667-679.
Lee, K. H. (2004). First Course On Fuzzy Theory And Applications (1st ed.).New York : Springer Verlag.
Lehtinen, U. & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287-303.
Liao, Z., & Rittscher, J. (2007). A multi-objective supplier selection model under stochastic demand conditions. International Journal of Production Economics 105, 150-159.
Liu, F. H. F., & Hai, H. L. (2005). The voting analytic hierarchy process method for selecting supplier. International Journal of Production Economics, 97, 308-317.
Lovelock, C. H. & Wright, L. (2007). Service Marketing: People, Technology, Strategy (6th ed.). New Jersey: Prentice Hall.
Montgomery, D. C. (1985). Introduction to Statistical Quality Control (1st ed.), New York: John Willey and Sons.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49: 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988). SERVQUAL: a multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1), 12-37.
Patton, W. E. (1996). Use of Human Judgment Models in Industrial Buyer’ Vendor selection Decisions. Industrial Marketing Management, 25, 135-149.
Pearn, W. L. & Chien W. W. (2005). An Effective Modern Approach for Measuring High-Tech Product Manufacturing Process Quality. Journal of the Chinese Institute of Industrial Engineers, 22(2), 119-133.
Pearn, W. L., Kotz, S. & Johnson, N. L. (1992). Distributional and Inferential Properties of Process Capability Indices. Journal of Quality Technology, 24(4), 216-231.
Pearn, W. L., Kotz, S. & Johnson, N. L. (1994). Application of Clements Method for Calculating Second and Third Generation Process Capability Indices for Non-normal Pearsonian Populations. Quality Engineering, 7(1), 139-145.
Ruiz-Torres, A. J., & Mahmoodi, F. (2007). The optimal number of suppliers considering the cost of individual supplier failures. Omega: The international Journal of Management Science, 35, 104-115.
Sirohi, N., Mclaughlin, E. W. & Wittink, D. R. (1998). A model of customer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74, 223-245.
Swift, C. O. (1995). Preferences for Single Sourcing and Supplier Selection Criteria. Journal of Business Research, 32, 105-111.
Tagaras, G., & Lee, H. L. (1996). Economic Model for Vendor Selection with Quality Cost Analysis. Management Science, 42(11), 1531-1543.
Talluri, S. (2002). A buyer-seller game model for selection and negotiation of purchasing bids. European Journal of Operational Research, 143, 171-180.
Tam, C. Y. & Tummala, V. M. (2001). An application of the AHP in vendor selection of a telecommunications system. Omega The International Journal of Management Science, 29(2), 171-182.
Tracey, M., & Tan, C. L. (2001). Empirical analysis of supplier selection and involvement, customer satisfaction, and firm performance. Supply Chain Management: An International Journal, 6(4), 174-188.
Vännman, K. (1995). A Unified Approach to Capability Indices. Statistica Sinia, 5, 805-820.
Vázquez, R., Rodríguez-Del Bosque, I. A., Díaz, A. M. & Ruiz, A .V. (2001). Service quality in supermarket retailing: identifying critical service experience. Journal of Retailing and Consumer Services, 8(1), 1-14.
Verma, R., & Pullman, M. E. (1998). An Analysis of the Supplier Selection Process. Omega. International Journal of Management Science, 26, 739-750.
Wang, G. E., Huang, S. H. & Dismukes, J. P. (2004). Product-driven supply chain selection using integrated multi-criteria decision-making methodology. International Journal of Production Economics, 91(1), 1-15.
Weber, C. A, Current, J. R., & Benton, W. C. (1991). Vendor selection criteria and methods. European Journal of Operational Research, 50(2), 2-18.
Yang, Y. Q., Wang, S. Q., Dulaimi, M. & Low, S. P. (2003). A fuzzy quality function deployment system for buildable design decision-makings. Automation in Construction, 12, 381-393.
Zadeh, L. A. (1965). Fuzzy sets. Information and Control, 8, 338-353.
Zadeh, L. A. (1975). The concept of a linguistic variable and its application to approximate reasoning. Information Sciences, 8, 199-249.
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-44.
Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectation (1st ed.). New York: The Free Press.