智慧資本之思潮，源自於北歐，最早發展於瑞典，現今世界各國也相繼投入，其長足發展則在1990年後，而在知識經濟掛帥的年代，其影響到組織的創造與長期競爭優勢，已成為組織最有價值的資產及最有利的競爭武器，而良好的顧客關係就是公司價值具有重大影響的無形資產，也產生顧客資本的價值，若企業能將顧客知識整合到公司流程中，就越能滿足顧客所需要的產品及服務，讓顧客滿意度和忠誠度提高。

本研究選擇個案公司交換式電源供應器之顧客為研究對象，研究目的有四：(一)利用層級分析法找出交換式電源供應器之顧客在選擇供應商時之評選標準及相對權重(二)分析不同貢獻度之顧客在供應商評選標準之權重差異(三)分析不同貢獻度之顧客對個案公司在評選標準上之表現以作為未來顧客關係經營方案的參考(四)對現行交換式電源供應器廠商之顧客資本提出經營建言。

本研究以個案公司交換式電源供應器顧客為問卷對象，並使用層級分析法(AHP)將架構因素設計成問卷，請A、B、C、D等四群顧客依過去顧客期望因素之兩兩比較，得到各層級之各因素在個案公司做顧客期望時的權重。

第一層級研究結果發現，個案公司之四群顧客在顧客期望上，首重品質控制能力與技術設計能力，最不重視地點。

第二、三層級研究結果發現，個案公司之四群顧客在顧客期望上最重視客製化能力、售前諮詢、售後服務、價格水準、產品保證期，而最不重視策略事業關係、過去服務經驗與研究發展支出。
本研究相信，個案公司交換式電源供應器顧客期望透過層級分析法(AHP)的量化分析，找出顧客期望的各因素權重，使企業決策者不會依個人主觀及經驗臆測方式做為決策判斷，而以架構化的決策方式和權重優先次序為依據的客觀方法，相信必能提高顧客滿意度增加公司的經營績效。

Intellectual Capital originated from North Europe and blossomed in Sweden at the early stage but now the hwole world gets involved. The real expanding was after 1990, now the knowledge-based economy taking the lead, intellectual capital would affect organization’s creative and long-term competitive advantage and also become the most valuable asset and useful weapon. Good customer-relationship is company’s intangible asset and also creates the value of customer capital. If enterprise could compile customers’ knowledge into company’s procedure, it will fulfill customers’ need and increase customers’ satisfaction and loyalty.

This research is aimed in the company’s switching power supply’s customers. The main purposes for this research are as follows: 1. Using analytic hierarchy process to figure out the evaluation and relative weighted criteria when customers choosing cuppliers, 2. Analyzing the difference among customers’ who have diverse contribution weighted criteria, 3. By analyzing the difference to generate strategy for future customer relationship maintenance, 4. Offering suggestion to the company operating customer capital.

This research is aimed in the company’s switching power supply’s customers with analytic hierarchy process as structure to form the questionnaire. Let A, B, C, D, four groups of customers, to compare two factors each time to get the weighted value for each customer upon each factor.

The first tier research comes out that four groups of customers emplyasize quality controla nd technology design ability the most. Disregard location the most.

The second and third tiers research come out that customers emplyasize custom, pre-sale consulting, after-sale service, price and guarantee the most. Disregard strategy alliance, previous service experience and RD expense.

To conclude, this company could use quantification AHP to rank each customer’s expectation; rather than using subjective judgments or guessing from past experience. I believe this could enhance customer satisfaction well and improve ecompany performance.

緒論……………………………………………………………………………1
第一節 研究背景……………………………………………………………1
第二節 研究動機與目的………………………………………………………2
第三節 研究流程……………………………………………………………….2
第四節 研究架構…………………………………………………………………5
第二章 文獻探討…………………………………………………………………6
第一節 智慧資本……………………………………………………………….6
一、智慧資本之定義……………………………………………………………6
二、智慧資本之分類……………………………………………………………11
第二節 顧客資本………………………………………………………………23
一、顧客資本之定義………………………………………………………23
二、顧客資本與顧客權益之衡量指標………………………………………26
三、顧客資本建立與管理………………………………………………………33
1. 爭取顧客…………………………………………………………………34
2. 顧客維持…………………………………………………………………35
3. 強化顧客關係……………………………………………………………35
第三節 交換式電源供應器產品定義及產業概況……………………………36
一、交換式電源供應器產品定義與應用範圍………………………………36
1. 產品定義…………………………………………………………………36
2.產品應用範圍…………………………………………………………36
二、產品發展沿革……………………………………………………………..38
三、產品特性與地位…………………………………………………………..39
1. 屬於成熟期勞力密集產業………………………………………………39
2. 產品須符合安規才能為市場接受………………………………39
3.須依客戶要求的規格設計生產…………………………………………40
4. 當地生產具有優勢………………………………………………………40
5. 產業地位…………………………………………………………………40
四、產業結構………………………………………………………………….41
1. 垂直結構…………………………………………………………………41
2. 水平結構…………………………………………………………………43
3. 成本結構…………………………………………………………………43
五、產業技術………………………………………………………………….44
第三章 研究方法……………………………………………………………..46
第一節 層級分析法…………………………………………………………..46
一 層級分析法定義………………………………………………………..46
二 層級分析法之基本假設與優缺點……………………………………...47
三 層級分析法之運作流程………………………………………………...48
第二節 問卷設計及資料蒐集方法…………………………………………52
一、問卷設計………………………………………………………………52
二、抽樣方法………………………………………………………………52
三、資料蒐集方法…………………………………………………………..53
四、樣本結構……………………………………………………………….53
第四章 研究結果……………………………………………………………54
第一節整體與各群個案公司交換式電源供應器之顧客期望指標權重建立…55
一、整體顧客權重結果…………………………………………………….56
二、整體其他層級權重結果……………………………………………….56
第二節 個案公司顧客之整體與跨四顧客群交換式電源供應器之顧客期望指標權重比較…………………………………………………………………81
一、整體與跨四顧客群交換式電源供應器之顧客期望第一層級指標權重比較………………………………………………………………………..81
二、整體與跨四顧客群交換式電源供應器之顧客其他層級指標權重比較82
第三節 運用「AHP層級分析法權重結果」與「顧客滿意度評分結果」計算顧客對個案公司之期望與滿意度結果……………………………………..86
一、四顧客群顧客滿意評分結果……………………………………………87
第五章 結論與建議…………………………………………………………..96
第一節 研究發現……………………………………………………………..96
第二節 實務意涵……………………………………………………………..98
第三節 研究限制……………………………………………………………..99
第四節 後續研究建議…………………………………………………………99
參考文獻………………………………………………………………………101
一、中文部分……………………………………………………………101
二、西文部分……………………………………………………………102
附錄一、正式問卷……………………………………………………………108

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