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研究生:姜至晏
研究生(外文):Chih-Yen Chiang
論文名稱:創造顧客滿意之管理模式--台灣高科技企業與傳統製造業之實證研究
論文名稱(外文):Management Model of Customer Satisfaction--An Emperical Research of High Tech Firms and Traditional Manufacturers in Taiwan
指導教授:廖年欣廖年欣引用關係
指導教授(外文):Nelson Liao
學位類別:碩士
校院名稱:朝陽科技大學
系所名稱:工業工程與管理系碩士班
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:2003
畢業學年度:91
語文別:中文
論文頁數:99
中文關鍵詞:策略管理顧客關係供應鏈管理顧客服務技術創新
外文關鍵詞:Supply Chain ManagementCustomer RelationshipCustomer ServiceTechnological InnovationStrategic Management
相關次數:
  • 被引用被引用:19
  • 點閱點閱:348
  • 評分評分:
  • 下載下載:48
  • 收藏至我的研究室書目清單書目收藏:2
企業經營的環境複雜多變,在管理學的領域中,過去的研究文獻中累積了許多寶貴的發現,管理學的發展也在這數十年間對企業的生存與競爭有了更多的了解。正如許多學者普遍所認同的,企業經營的主要目的之一就是要創造顧客滿意,所以應該對如何創造顧客滿意的關係有清楚的認識。
在多變的環境下,如何採取有效之作為,構成了本研究最初的研究動機。環境的特性、科技的進步、組織與商業行為的演化等現象,令人有眼花撩亂、無所適從之感。為了解開心中不斷湧上的疑問:「如何創造顧客滿意?」於是展開了本研究的探索之旅。
從概念落實為實際可行的研究,也經歷了反覆推敲才定案。明確化的研究方向具備幾項條件:環境特性、創造顧客滿意的機制、供應鏈、策略、內部能力等。同時,本研究也希望探索為何以及如何才能形成此機制,並找出其中的規則與原因。
本研究以不同環境特性的企業來對照探討,針對環境特性明顯差異的高科技企業與傳統製造業進行研究。並以高科技的精密光學元件業,與傳統製造業的氣動工具業之領導廠商為研究對象。以訪談及量化並行的方式進行實證分析,對本研究所選取的幾家企業實際經營管理之創造顧客滿意模式進行探討。
在研究構面的篩選上,是以供應鏈的宏觀格局,來衡量整體價值的創造與機能的連結。並將因素構面劃分為三個層次:供應鏈成員之「顧客關係」與「供應商關係」;環境因應計畫之「策略管理」;企業內部關鍵機能之「顧客服務」與「技術創新」。對於環境特性明顯差異的高科技企業和傳統製造業進行對照分析,並由其中發現整理出顧客滿意的若干規則。再依據所整理出來的規則進行環境轉移過程之機制的推論。依據本研究的推論與模擬,對照實際運作企業之情境與發現,撰寫最終結論。
量化分析的部分,採用主軸法因素分析、主成分分析法、信度分析、Pearson相關係數檢定、獨立樣本t檢定、線性複迴歸與路徑分析;訪談的部分則採用與業界之主管及專家訪談的方式。本研究之實證發現如下:
1. 高科技企業與傳統製造業創造顧客滿意機制有顯著不同,並不是因為對產品創新或顧客服務的重視程度有差異。而是在環境特性的前提下,活動內容與機能間的協調有所不同。
2. 顧客需求會促使供應商與企業之關係因應整合,而且這個結構也是動態的。對外,顧客關係也可能會組成複合結構或脫離原有結構;對內,原有結構成員會不斷嘗試提高效果與效率,以對顧客關係形成更強的束縛。這些嘗試的活動與其他機能的連結關係,構成整體的顧客滿意機制。
3. 本研究所分析之對象企業,發現創造顧客滿意的機制是有規則可循的。
The environment for business management is complicated. The importance of customer satisfaction has been well recognized by academies and practitioners. And many precious findings are accumulated in the last decades. It is often described as the goal of business management. Therefore, it is necessary to understand the relationships among factors of creating customer satisfaction clearly.
However, the differences of customer satisfaction between high tech firms and traditional manufacturers were not clearly identified by researchers. This paper categorized the view into two parts for discussion: high tech firms’ view, and traditional manufacturers’ view. The empirical data were derived from the leading high tech firms and traditional manufacturers in Taiwan based on this idea.
The present paper constructs a conceptual research framework, followed by implementation of a structured company-wide questionnaire to the employees of the two high tech firms and three traditional manufacturers.
The discussing dimensions of customer satisfaction in this paper are: strategy management, customer relationship, supplier relationship, customer service, and technological innovation. The analysis was proceeding by the way of statistics test: factor analysis, reliability check, descriptive analysis, Pearson correlation analysis, independent samples t-test, multiple linear regression, and path analysis. After the above-mentioned statistical check, the major findings are as follows:
1. High tech firms and traditional manufacturers have their own distinctive ways to create customer satisfaction.
2. The crucial factors to create customer satisfaction for high tech firms are “strategic management” and “technological innovation”.
3. For traditional manufacturers, “customer service” is the key capability to create customer satisfaction.”
4. The "technological innovation" is also the key to effect "strategic management"; it plays the role of both direct and indirect impact to "customer satisfaction" for high tech firms.
5. The "customer relationship" is a critical factor to "customer service", and "technological innovation" is a necessary mean to affect "customer service" for traditional manufacturers.
目 錄
頁次
中文摘要 ..................................................... I

英文摘要.....................................................III

誌謝 ........................................................ Ⅳ
目錄......................................................... Ⅴ
表目錄....................................................... Ⅷ
圖目錄....................................................... X
第一章 緒論..................................................1
第一節 研究動機..........................................1
第二節 研究範圍.........................................11
第三節 研究限制.........................................14
第四節 研究背景.........................................14
第五節 研究目的.........................................18
第六節 研究流程.........................................18
第七節 研究架構.........................................20
第二章 文獻探討.............................................21
第一節 顧客滿意.........................................21
第二節 供應鏈管理.......................................24
第三節 策略管理.........................................28
第四節 顧客關係.........................................33
第五節 供應商關係.......................................37
第六節 顧客服務.........................................40
第七節 技術創新.........................................45
第三章 研究方法.............................................49
第一節 研究架構.........................................49
第二節 研究假說.........................................50
第三節 研究步驟.........................................52
第四節 問卷設計.........................................54
第五節 各構面之操作性定義...............................56
第六節 資料分析方法.....................................61
第四章 實證分析.............................................64
第一節 樣本結構分析.....................................64
第二節 因素與信度分析...................................67
第三節 獨立樣本t檢定................................... 73
第四節 相關分析.........................................74
第五節 線性迴歸分析.....................................76
第六節 路徑分析.........................................78
第七節 模式意涵解讀.....................................82
第五章 結論與建議...........................................94
第一節 實證發現.........................................94
第二節 研究結論.........................................96
第三節 研究貢獻.........................................96
第四節 建議.............................................97
參考文獻 ....................................................100
附錄 ........................................................109
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1. 17.邱顯鴻,民國88年10月,高科技產業掀起一股併購風潮,臺灣經濟研究月刊,22:10 = 262期,頁43-48。
2. 2.王志成,民國88年7月,我國企業併購法制之檢討與展望,集保,68期,頁3-19。
3. 1.王文宇,民國87年8月,世界主要國家併購相關法律規定之比較,經濟情勢暨評論,4卷2期,頁60-102。
4. 15.高靜遠,民國88年6月,公司法上公司合併實務問題解析,萬國法律,105期,頁14-22。
5. 14.李瑋琪,民國89年6月,1+1>2--冷眼正視近期國際間證交所之合併與策略聯盟,臺灣經濟研究月刊,23:6=270期,頁85-88。
6. 13.林柄滄,民國89年4月,企業併購交易的財務考量,會計研究月刊,173期,頁34-39。
7. 12.林誠二,民國89年4月,營業合併時最高限額抵押權之讓與,臺灣本土法學雜誌,9期,頁107-113。
8. 11.林正牧,民國89年2月,國際企業合併風潮之分析,華商經貿月刊,402期,頁2-16。
9. 10.林仁光,民國88年6月,公司合併與收購之法律規範,萬國法律,105期,頁23-40。
10. 9.沈中華,民國89年1月,銀行合併轉投資的現在與未來,金融財務,5期,頁13-20。
11. 8.伍忠賢,民國89年4月,購併的換股比率分析--市價只能參考不能盡信, 實用稅務,304期,頁14-16。
12. 7.伍忠賢,民國89年2月,收購與合併企業成長最快速方式,能力雜誌,528期,頁84-87。
13. 6.江怡慧,民國89年3月,日本銀行業合併之探討,產業金融季刊,106期,頁85-95。
14. 5.方燕玲,民國88年10月,合併收購之租稅、會計及評價,實用稅務,298期,頁22-26。
15. 4.王志誠,民國90年1月,企業併購法制與控股公司之創設,月旦法學,68期,頁45-64。