臺灣博碩士論文加值系統

根據內政部統計處資料，1951年，台灣65歲以上的人口只占總人口的2.5％，然而2004年已達到9.5％，正式邁入聯合國世界衛生組織所界定的「高齡化社會」，是故未來台灣在醫療產業相對於其他產業將扮演更重要的角色。
經濟情勢瞬息萬變，目前處於供給大於需求的時代，每家廠商面對大陸低價產品競爭，企業無不陷入前所未有之窘境，許多新的生產管理思維因應而生，客製化或全面品質管理就是其中重要的議題。近年來，企業的行銷、服務品質、滿意度等觀點進行的研究多強調建立和維持顧客忠誠度顧客代表企業獲利來源，而忠誠顧客更是企業長期獲利的主因。
本研究主要針對大量客製化、物流能力與產品品質，研究其對顧客忠誠度的影響，我們同時交叉分析大量客製化、物流能力與產品品質間的相互關係。研究結果顯示大量客製化對顧客忠誠度於國內市場並沒有顯著的影響，國外市場具有顯著的影響，總體樣本並沒有顯著影響。物流能力對於國內外皆沒有顯著影響。不論國內外，產品品質對顧客忠誠度具有顯著的影響。大量客製化、物流能力與產品品質彼此間具有顯著的相關。
企業應將產品品質視為首要課題，先求品質穩定與符合顧客需求，進一步提升企業成為個人化商品的供給者，並透過建立顧客忠誠度，使企業穩定獲利。

According to the data from the Department of Statistics, Ministry of the Interior, R.O.C., it showed that percentage of Elders (citizen with age of 65 and over) was only 2.5% to the general population in the year of 1951. However, it rose to 9.5% in 2004, and showed that we formally entered the “advanced age society” which identified by the WHO of the UN. For that, the property of the medical treatment will act the more important role comparing to other industries in Taiwan. Economic situation varies from minute to minute.
It’s the time of the supply greater than the want. Face the competition of the low price from the products made in China, the enterprises have fallen into the predicament hitherto. A lot of new production managements appear, customization or full quality management becomes one of the important topics. Near the years, the study based on the point of the sales of the enterprise, service quality and satisfied degree is stressed on how to establish and maintain the customer’s faithfulness. The customer is the source of the enterprise’s profit and the faithful customer is the principal cause of the long-term profit to the enterprise.
The study aims mainly how a great deal of customization, logistics capability and the quality of the products to influence the customer’s faithfulness. The result of the study displays that a great deal of customization doesn’t make any remarkable influence to the customer’s faithfulness in the domestic market, but it indeed influence the oversea market. The overall situation isn’t influenced apparently.
The influence on logistics capability is unremarkable no matter in the international or domestic market. But the quality of the products has an outstanding influence to the customer’s faithfulness in the international and domestic markets. The great deal of customization, logistics capability and the quality of the products exist the remarkable connections.
The enterprise should focus on the quality of the products and treat it as the primary topic. With the stable quality, fit to customer’s needs, promote the enterprise to be as the supplier of the personalized merchandise, the enterprise can get the stable profit through the establishment of the customer’s faithfulness.

目錄

封面內頁
簽名頁
授權書 iii
中文摘要 iv
英文摘要 v
誌謝vii
目錄viii
圖目錄 x
表目錄 xii

第一章 緒論
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程、論文結構與限制 5
第二章 文獻探討
第二節 物流能力 13
第三節 產品品質 21
第四節 顧客忠誠度 27
第三章 研究方法
第一節 研究架構 31
第二節 研究假設 33
第三節 研究變數及其操作性定義 35
第四節 研究設計 38
第五節 問卷效度檢定 40
第四章 資料分析與結果
第一節 一般敘述統計分析 42
第二節 因素分析 47
第三節 廻歸分析 50
第四節 相關分析 53
第五章 結論
第一節 研究結論 57
第二節 研究建議 59

參考文獻 61
附錄一 問卷 74
附錄二 相關分析表 78

圖目錄
圖1- 1 研究流程 5
圖2- 1 文獻與研究緣起 30
圖3- 1 研究架構 32

表目錄

表2- 1 大量客製化的定義彙整表 9
表2- 2 大量生產與大量客製化之差異 9
表2- 3 各學者對物流能力之構面 19
表2- 4 知覺品質之定義 23
表3- 1 大量客製化能力之問項 35
表3- 2 物流能力之問項 36
表3- 3 產品品質之問項 37
表3- 4 顧客忠誠度之問項 38
表4- 1 填答者身份之基本統計分析 42
表4- 2 分店數之基本統計分析 43
表4- 3 店家坪數之基本統計分析 43
表4- 4 成立時間之基本敘述統計分析 44
表4- 5 與A公司合作時間之基本統計分析 44
表4- 6 大量客製化能力之基本統計分析 45
表4- 7 物流能力之基本統計分析 45
表4- 8 產品品質之基本統計分析 46
表4- 9 顧客忠誠度之基本統計分析 46
表4- 10 大量客製化能力之因素分析 47
表4- 11 物流能力之因素分析 48
表4- 12 產品品質之因素分析 49
表4- 13 顧客忠誠度之因素分析 49
表4- 14 廻歸分析 50
表4- 15 國外代理商廻歸分析 51
表4- 16 國內經銷商廻歸分析 52
表4- 17 國內外代理商、經銷商分析比較表 52
表4- 18 相關分析 53
表4- 19 國內經銷商相關分析 54
表4- 20 國外代理商相關分析 55
表4- 21 研究假設檢定結果一覽表 55

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