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研究生:蕭安村
研究生(外文):An-Tsun Hsiao
論文名稱:台灣醫療器材行動輔具製造業企業績效之實證研究
論文名稱(外文):A Confirmatory Research on Mobility Aids Business Results of the Medical Devices Industry 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:2005
畢業學年度:93
語文別:中文
論文頁數:82
中文關鍵詞:品質實務企業績效顧客滿意顧客導向員工管理行動輔具醫療器材流程導向
外文關鍵詞:quality practicesbusiness resultsemployee managementmedical devicescustomer satisfactioncustomer orientationmobility aidsprocess orientation
相關次數:
  • 被引用被引用:6
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  • 評分評分:
  • 下載下載:155
  • 收藏至我的研究室書目清單書目收藏:3
本研究以Nilsson, Johnson, and Gustafsson (2001)所提出之創造企業績效之品質實務管理工作模式作為本研究之概念性架構,以台灣國內醫療器材行動輔具製造業業者為樣本,探討其對於員工管理、流程導向及顧客導向等品質實務管理工作與顧客滿意與企業績效間之相互關係。本研究針對行動輔具製造業高階經理人部分發出問卷 200份,回收問卷數 172 份,扣除無效問卷 16 份,有效問卷數為156 份,有效回收率為
78 %。依據本研究之概念性架構、假說及目的,透過因素與信度分析、Pearson相關係數檢定、多元迴歸及路徑分析,本研究之實證發現如下:
1. 員工管理、流程導向、顧客導向等品質實務管理工作構面,對顧客滿意構面均具有直接顯著的正相關性。
2. 員工管理、流程導向及顧客滿意等構面與企業績效之構面,均呈現顯著的正相關性。
3. 流程導向對企業績效具有直接及顯著的影響性。
4. 流程導向對顧客滿意具有直接及顯著的影響性。
5. Nilsson, Johnson, and Gustafsson (2001)所提之品質實務管理工作模式,可以適用於解釋台灣國內醫療器材產業行動輔具製造業。
The conceptual framework of this research is according to the impact of quality practice on business results model (Nilsson, Johnson, and Gustaffasson, 2001) to examine the quality practices and performance of mobility aids manufacturers of the medical devices industry in Taiwan.
Followed by implementing questionnaire survey 200 senior supervisors of different mobility aids manufacturers took part in the survey, among those received 172 pieces of answer sheet, 16 pieces were flawed, final sample size was 156, the rate of returned effective questionnaire was 78%.
According to the research objectives and hypotheses, by way of factor analysis, reliability analysis, Pearson correlation test, multiple regression analysis and path analysis, the major findings of this study are as follows:
1. The dimension of employee management, process orientation and
customer orientation are significantly and positively correlated with
customer satisfaction.
2. The dimensions of employee management, process orientation and
customer satisfactions are significantly and positively correlated with
business results.
3. Process orientation has a direct and significant influence to business
results.
4. Process orientation has a direct and significant influence on customer
satisfactions.
5. The impact of quality practices on business results model is fitted to
analyze the business results of mobility aids manufacturers of the medical
devices industry in Taiwan.
目 錄
頁次
中文摘要 I
英文摘要 Ⅱ
誌謝 Ⅲ
目錄 Ⅳ
表目錄 Ⅶ
圖目錄 Ⅸ
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 9
第三節 研究範圍及限制 10
第四節 研究流程 12
第五節 論文架構 14
第二章 文獻探討 15
第一節員工管理 15
第二節流程導向 18
第三節顧客導向 19
第四節顧客滿意 22
第五節 企業績效 27
第三章 研究方法 31
第一節 研究架構 32
第二節 各構面之操作性定義 33
第三節研究假說 39
第四節研究步驟 40
第五節 問卷設計 41
第六節 資料分析方法 43
第四章 實證分析 46
第一節 回收樣本結構分析 46
第二節 因素與信度分析 49
第三節 各構面之因素內容 53
第四節 Pearson相關係數檢定 54
第五節路徑分析與逐步多元迴歸分析 56
第六節研究假說之驗證結果 64
第五章 結論與建議 66
第一節 研究結論 66
第二節 研究貢獻結論 67
第三節 後續研究與建議 69
參考文獻 70
附錄一 問卷 75
附錄二 Nilsson, Johnson, and Gustafsson (2001)三位學者對瑞典國
內製造業所做出之調查研究所提問之題項……………..81
附錄三 個人簡歷…………………………………………………..82















表目錄
頁次
表1-1 2001年~ 2003年我國前十大出口醫療器材廠商表........ 7
表1-2 台灣行動輔具主要生產廠商表.........................11
表3-1員工管理構面題項................................... 34
表3-2流程導向構面題項................................... 35
表3-3 顧客導向構面題項...................................36
表3-4 顧客滿意構面題項...................................37
表3-5 企業績效構面題項...................................38
表4-1 國內醫療產品製造業高階經理人階層之樣本結構彙整表...48
表4-2 因子構面之主成分分析表.............................49
表4-3 因子構面轉軸後的因素矩陣表.........................50
表4-4 研究構面之主成分分析表 ............................51
表4-5 研究構面轉軸後的因素矩陣表.........................52
表4-6 各構面及其對應問卷題號表...........................52
表4-7 問卷整體信度及各構面信度分析表.....................53
表4-8 因子構面與研究構面因素內容表.......................54
表4-9 各構面之Pearson 相關係數表..........................55
表4-10 本研究與瑞典國內製造業各構面看法之路徑分析比較表.. ..60
表4-11 醫療器材行動輔具製造業顧客滿意之逐步多元迴歸檢定表.......63
表4-12 醫療器材行動輔具製造業高階經理人在企業績效之逐步多
元迴歸檢定表.........................................64
表4-13 研究假說之驗證結果彙整表..............................65















圖目錄
頁次
圖1-1 2003-2008全球醫療器材市場規模.......................3
圖1-2 全球醫療器材市場分佈...............................4
圖1-3 全球醫療器材產品市場分布...........................5
圖1-4 A framework for linking quality practices to performance......8
圖1-5 研究流程圖.........................................13
圖2-1 服務行銷的三角關係.................................16
圖2-2 服務行銷管理模型...................................17
圖2-3 顧客導向文化的組織結構.............................22
圖2-4 顧客認知品質與顧客滿意度關係圖.....................24
圖2-5 ECSI(European Customer Satisfaction Index ) Model..........25
圖2-6 企業規模影響顧客滿意模式.......................... 26
圖3-1 本研究之概念性架構圖.............................. 32
圖4-1 國內醫療器材產業行動輔具製造業之路徑分析圖........ 57
圖4-2 Nilsson Johnson and Gustafsson 三位學者所提出瑞典國內製
造業之路徑分析圖. ..................................58
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三、網頁部分
1.工業技術研究院 資訊中心(ITIS),
http://www.itis.org.tw
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