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研究生:莊譯維
研究生(外文):Yie Wei Chuang
論文名稱:客戶滿意度之探討-以旗勝科技為例
論文名稱(外文):A Study of Customer Satisfaction - At Mektec Taiwan Industry
指導教授:戴貞德戴貞德引用關係
指導教授(外文):Jen Der Day
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:工業工程與管理系
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:82
中文關鍵詞:競爭優勢客戶滿意度
外文關鍵詞:Competition advantageCustomer satisfaction
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市場競爭者眾,企業要維持良好獲利並屹立不搖,強化服務品質,追求全方位客戶滿意度,避免與客戶需求出現落差,甚至超越顧客的期望,是企業永保競爭優勢的關鍵。本研究目的注重客戶滿意才能在競爭激烈的市場繼續生存發展,而卓越的服務品質將增加企業的忠誠客戶,並創造永續經營所需的利潤。

本研究以軟式印刷電路板-旗勝科技為例,探討如何掌握競爭優勢構面之衡量指標,包含:供應能力是否充足、解決問題的能力,以創造企業恆久之競爭優勢。根據本研究的結果:顯示較好的產品交貨狀況會提升旗勝科技在同業中的競爭優勢之客戶滿意度。產品交貨狀況包含七項指標如:出貨納期的遵守情況、出貨納期調整的配合情況、成品出貨及時情況、延期交貨時是否及時知會、試作品提供能力、緊急訂單處理能力、產品包裝運送過程受損情況,其中以緊急訂單處理能力在同業競爭中最具優勢。服務品質對於客戶滿意度有顯著的正向影響關係,故企業應強化服務品質之競爭優勢,滿足客戶需要的產品、服務並落實在服務傳遞過程之中。
Lots of competitors in this market, corporation has to maintain best profit and keep production by enhancing quality of service and seeking comprehensive satisfaction of customer to avoid lagging of demand for customer. Even, surpass their expectation that critical advantage of keeping competition for corporation. Continuous to satisfy and regard customer demands that corporation can keep existence and development. And then, excellent quality of service will increase faithful customers and create sustained profits of business operation. As to achieve the purpose of this research that to gather and analyze related documents as composition of theory.
The critical advantage of keeping competition for corporation is to avoid lagging of demand for customer, but to surpass expectation of customer. This research refers to flexible printed circuit (FPC) – At Mektec Taiwan Industry. We consider the measurements of competition advantage are sufficiency of supply capacity and the capability of problem resolving to sustain the competency advantages. Base on result of this research, efficient delivery will increase competition advantage to customer satisfaction. There are 7 measurements of the product delivery are considered as follows. They are the condition of following delivery date, condition of corporation in the adjustment of delivery date, condition of product in delivery, condition of immediately inform about the postponed deliveries, the providing capability for prototype, the managing capability for urgent purchase order, the damaged condition. Urgent purchase order is the most effective one among all advantages. Quality of service existed significant relationship of positive effect to satisfaction of customer. The corporation should enhance quality of service, satisfy customer needed products, service and practice in service transmit.
中文摘要.................................................... i
英文摘要.................................................... ii
誌謝....................................................... iii
目錄........................................................ iv
表目錄...................................................... vi
圖目錄...................................................... vii
一、 緒論
 1.1 研究背景與動機.......................................1
  1.2 研究目的............................................1
  1.3 研究範圍與限制.......................................2
二、 文獻回顧
2.1 服務................................................2
   2.2 品質................................................3
   2.3 內部服務品質.........................................5
   2.4 外部服務品質.........................................7
  2.5 服務品質的定義與特性..................................8
   2.6 服務品質衡量構面.....................................11
   2.7 顧客滿意度..........................................25
三、 產業概況
   3.1 軟板簡介............................................31
   3.2 產品概述與產業.......................................31
   3.3 軟板市場概況.........................................35
   3.4 研究個案公司-旗勝(Mektec Taiwan)......................35
四、 研究方法與結果
   4.1 研究架構.............................................41
   4.2 問卷中變數的衡量與定義.................................42
   4.3 資料分析方法與結果....................................43
五、 結論與建議
   5.1 結論.................................................60
   5.2 建議.................................................62
   5.3 研究限制..............................................62
參考文獻........................................................63
附錄一..........................................................66
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