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研究生:吳泳達
研究生(外文):Yung-Ta Wu
論文名稱:汽車維修產業關鍵服務因子之探討-以NISSAN中區某經銷商為例
論文名稱(外文):The Study on the Key Component of Service for Automobile Maintenance Industry - A Case of NISSAN Company
指導教授:羅世輝羅世輝引用關係
指導教授(外文):Shih-Hui Lo
學位類別:碩士
校院名稱:大葉大學
系所名稱:事業經營研究所碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:97
中文關鍵詞:關鍵成功因子汽車維修產業服務品質NISSAN
外文關鍵詞:key success factorscar maintenance industryservice gualityNISSAN
相關次數:
  • 被引用被引用:8
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  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:1
汽車產品為僅次於房屋之高消費產品,在顧客以價格導向的消售因素,新車的銷售利潤十分微薄。而使得企業的獲利來源已由新車銷售轉變為售後服務。
透過服務的流程中加以變化提供多一點的服務,就能產生附加價值,可以提高客戶的滿意度,進而創造獨特無法取代的競爭優勢,而關鍵是那些是客戶認為重要且必須做到的?那些是可以捨去的?是汽車維修服務業者極須掌握,也是值得我們去探討的問題。
關鍵成功因子 (Key success factors, KSF),又稱critical success faoctrs, CSF),此觀念乃1961年Danie首次提出,其中談到:大部份的產業都具備3~6項決定是否成功的關鍵要素,如果一個企業欲獲得成功,必須在這些要素做得特別好。套用到以服務為主軸的服務業上,這些就是服務客戶流程中能不能留住保有客戶的成功因素。
本研究嘗試用關鍵因子的分析,探討汽車維修服務廠的維修服務流程,了解對關對鍵流程所做的改善,得到研究結論如下:
一、顧客對關鍵服務流程的認知,會影響對服務提供者滿意度的評價。
二、服務過程必須先有落實度「可靠性」,才能談到滿意度,服務傳遞標準須確實。
三、服務主管對顧客重視服務流程項目與顧客面認知會有差異。
四、適當的溝通與互動,可以降低政策推動的障礙與認知落差。
五、透過適當管理制度,服務可儲存性是可以掌握的。
The products of cars, compared with houses, are high value products. The sale profits of a new car are extremely low due to the price preference of customers, which determines the sale factors. Such phenomenon has made the profit source of enterprise change from the new car sale to the after- sale service.
The additional value can be produced through the variation of the service process. This can raise the satisfaction of customers, and then create special and irreplaceable competitive advantages. Thus, it becomes imperative that the company understands the needs and demands of customers. What is to be replaced and to be implemented become the key elements that are crucial to the operators of the car maintenance service center. The above is also worthy of being further discussed.
Daniel, R. D. first proposed the concept of Key Success Factors (KSF), also called Critical Success Factors, CSF), in 1961. This concept illustrates that most industries must possess three to six KSF, which determine whether an industry would be successful. The more successful the KSF are maintained, the more customers a company can keep.
This research tries to use the analysis of Key Success Factors to discuss the procedure of the maintenance service in the car company. The improvement of the key procedure draws the following conclusions:

1 . The customer recognition of key service procedure will influence their evaluation and satisfaction toward the service providers.
2. The service procedure has to be on the premise of practicality and credibility, and in turn, satisfaction can be achieved. The service quality should also be standardized.
3. The supervisor follows the service procedure standards. However, the customer might not agree on the service.
4. Appropriate communication and interaction can reduce the obstacles in between the company’s implemented policy and the customer’s misconception.
5. Through the appropriate management system, the service quality can be accumulated and controlled.
中文摘要 iii
英文摘要 v
誌謝辭 vii
內容目錄 viii
表目錄 ix
圖目錄 xii
第一章  緒論 1
  第一節  研究背景與動機 1
  第二節  研究問題與目的 4
  第三節  研究範圍與對象 5
  第四節  研究方法與研究流程 7
  第五節  研究範圍與限制 9
第二章  文獻探討 10
  第一節  汽車維修產業相關研究 10
  第二節  關鍵成功因子 13
  第三節  服務品質 15
  第四節  顧客滿意 21
第三章  研究方法 30
  第一節  研究架構 30
  第二節  研究變數定義 31
  第三節  研究方法 33
第四章  個案研究分析 40
  第一節  N公司現有服務流程說明 40
  第二節  關鍵服務流程調查分析 45
  第三節  維修服務關鍵流程說明 52
  第四節  關鍵服務流程改善及差異化說明 53
  第五節  關鍵服務流程效益比較 63
  第六節  關鍵服務流程改善後顧客認知探討 67
第五章  結論及建議 69
  第一節  研究結論 69
  第二節  對個案公司的建議 70
  第三節  後續研究方向 71
參考文獻 72
附錄A  服務關鍵流程調查表(顧客面) 82
附錄B  服務關鍵流程調查表(服務主管面) 84
附錄C  服務關鍵流程改善滿意度調查表(顧客面) 85
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