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研究生:簡德金
研究生(外文):Chien, Te-King
論文名稱:顧客滿意活動之推行與決策
論文名稱(外文):The implementation and strategy decisions for customer satisfacion
指導教授:蘇朝墩蘇朝墩引用關係
指導教授(外文):Su, Chao-Ton
學位類別:博士
校院名稱:國立交通大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:61
中文關鍵詞:顧客滿意推行架構品質機能展開決策評價體系
外文關鍵詞:customer satisfactionimplementation frameworkquality function deploymentdecision-markingevaluation system
相關次數:
  • 被引用被引用:31
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摘 要
由於各國的國家品質獎及國際標準組織中,都已正式強調顧客滿意(customer satisfaction;CS)的重要,因此CS活動的推行成為企業的重要策略及課題,應是必然的趨勢。國內學者雖自1990年代起,逐漸重視並研究此項活動的相關課題,但是迄今並無具體而有系統的研討如何使企業有效推行CS活動及進行決策。為此,本研究從企業整體的CS活動推行架構開始,到細部的評價體系架構及實務操作為止,進行幾項關鍵性問題的研究。並提出(1)CS活動推行架構,(2)具體課題與業務的擬定方向,(3)具體課題與業務的決策技術,(4)評價體系架構與實務操作程序等四項具體成果,來提升企業推行CS活動的意願及成功的可能性。並透過對個案企業的探討,說明各項研究成果的實務運作及分析方式,以提供企業在進行CS活動規劃時之參考,並進而提升決策上的能力。
關鍵詞:顧客滿意、推行架構、品質機能展開、決策、評價體系
ABSTRACT
The importance of Customer satisfaction (CS) is formally emphasized by International Standards Organization (ISO) and national quality award in each country. The implementation of the CS activity becomes an important strategy and issue for enterprise. Although the domestic scholars had attended to this activity and studied its related issues, to this day no studies have ever tried to bring up a concrete and systematic discussion regarding enterprises’ implement of CS activity for an efficient decision-making. Therefore, this study proceeds to the following critical issues to enhance the desire probabilities and success of implementing CS activity: (1) the implementation of CS activity; (2) the directions of the topic and affair requirements; (3) the decision technology of the topic and affair requirements; (4) the evaluation system and practical operation. Finally, through the exploration of the case study, each empirical practice and analysis methodology will be particularly explained as consultation materials promoting the decision ability of the enterprise.
Key Words: Customer satisfaction, Implementation framework, Quality function deployment, decision-making, evaluation system.
目 錄
中文摘要……………………………………………………………..………………...i
英文摘要……………………………………………………………..………………..ii
目錄…………………………………………………………………..……………….iv
圖目錄………………………………………………………………..……………….vi
表目錄………………………………………………………………..………………vii
第一章 緒論………………………………………...……………………………… 1
1.1 研究背景與動機………………………...……………………………..1
1.2 研究目的…………………………………...…………………………..2
1.3 研究流程……………………………………...………………………..4
第二章 文獻探討…………………………………………...……………………….6
2.1 顧客滿意………………………………………...……………………..6
2.2 顧客滿意指標….………………………………...………………….…8
2.3 顧客滿意策略………………….…………………..………………....12
2.4 品質機能展開……..………………………………..……………...…13
第三章 研究方法…………………………………………………..………………16
3.1 研究分析流程………………………………………….……………..16
3.2 推行活動的管理…………………………………….…….………….19
3.3 吻合率的開發………………………………………….……………..20
3.4 策略觀點下之品質屋………………………………………………...20
3.5 評價體系之架構開發……………………………………….………..27
第四章 個案說明與討論…………………………………………….…………….31
4.1 個案企業……………………………………………….……………..31
4.2 推行架構的確立...…………………………………….………..…….37
4.3 活動課題與業務的擬定……………………………….………….….43
4.4 決策課題的選定……………………………………….……………..48
4.5 評價系統與操作程序的展開……………..………….………………51
第五章 結論與建議……………………………………………….……………….58
5.1 結論……………………………………………….…………………..58
5.2 建議……………………………………………….…………………..60
5.3 未來研究方向………………………………………………………...61
參考文獻……………………………………………………………………………..62
參考文獻
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