跳到主要內容

臺灣博碩士論文加值系統

(44.221.70.232) 您好!臺灣時間:2024/05/29 11:22
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:謝宜芳
研究生(外文):Hsieh, Yi-Fang
論文名稱:整合修正後SIPA與DEMATEL於台灣通訊服務業服務品質衡量之研究
論文名稱(外文):The Study of Combining Revised SIPA and DEMATEL in Measuring Service Quality of Telecommunication Industry in Taiwan
指導教授:李友錚李友錚引用關係
指導教授(外文):Lee, Yu-Cheng
學位類別:博士
校院名稱:中華大學
系所名稱:科技管理博士學位學程
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:2011
畢業學年度:99
語文別:中文
論文頁數:70
中文關鍵詞:同步重要度與表現度分析法決策實驗室分析法混合重要度服務品質
外文關鍵詞:Simultaneous Importance Performance AnalysisDecision Making Trial and Evaluation LaboratoryComposite ImportanceService Quality
相關次數:
  • 被引用被引用:19
  • 點閱點閱:617
  • 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
儘管使用重要度與表現度分析法(Importance-Performance Analysis)對於管理者進行決策分析有莫大的助益,但此理論並未考慮服務屬性具有因果關係時的影響。因此,本研究運用決策實驗室分析(Decision Making Trial and Evaluation Laboratory)以分析服務屬性的因果關係。雖然,DEMATEL可找出屬性的因果關係,但在其計算過程中卻將每項服務屬性的重要性視為相同,且此重要性亦出自填答者的自述,故無法正確地反映屬性的因果關係及影響程度。因而,本研究另提出以多元迴歸分析計算得出隱性重要度作為權重,以求得混合權重後的直接/間接關係矩陣,並將混和權重後的重要度(Composite Importance)平均值作為IPA 模式的重要度估計值,重新建立IPA 矩陣,提出合理的決策方法。
另一方面,傳統IPA 模式以受訪者主觀填寫的尺度值作為測量結果,無法表達服務屬性真正的重要度;也未考量競爭對手在相關服務屬性的表現。因此,本研究提出新修正的同步重要度與表現度分析法(Simultaneous Importance-Performance Analysis,SIPA)模式,除了運用多元迴歸分析取得服務屬性的隱性重要度外,再依據SIPA 的評估表,歸類自家業者及對手所屬的市場機會。最後,本研究提出整合修正後的SIPA與DEMATEL 於服務品質之衡量,並以台灣通訊服務業為個案,以印證本研究所提之方法可提供管理者正確且有效的決策資訊。
Importance-Performance Analysis (IPA) can help managers identify improvement
strategies. However, it is not sufficient to provide adequate information for decision making as services attributes are causal and interrelated. Thus, a Decision Making Trial and Evaluation Laboratory (DEMATEL) is employed to assay the causation and the influence across service attributes for locating key factors, but it still cannot reflect the importance or seriousness of each factor on the result. Thus, we first employ DEMATEL to analyze causation
across service attributes and compute implicit importance via multiple regression analyses as the weights of service attributes and then included the weights in composite importance, and used the weighted DEMATEL composite importance to estimate IPA importance for regulating the importance of service attributes.
Besides, traditional IPA model taking subjective self statement as a measurement cannot reveal the actual importance of service attributes, especially when performance of competitors is not factored. The revised Simultaneous Importance Performance Analysis (SIPA) was used in this research to establish the implicit importance of service performance attributes with multiple regression analysis to ascertain the competitive differences between their operation and competitors. Finally, the telecommunication industry in Taiwan was conducted with the adoption of a revised SIPA and DEMATEL.
摘要 i
ABSTRACT ii
誌謝辭 iii
目錄 iv
表目錄 v
圖目錄 vi
第一章 緒 論 1
第一節 問題陳述 1
第二節 研究目的 3
第三節 研究範圍 4
第四節 研究流程 5
第二章 文獻探討 7
第一節 服務品質相關意涵7
第二節 同步重要度與表現度分析法 13
第三節 決策實驗室分析法 18
第三章 研究方法 21
第一節 決策實驗室分析法 21
第二節 同步重要度與表現度分析模式 26
第三節 整合SIPA 與DEMATEL 28
第四章 個案研究 30
第一節 個案背景 30
第二節 個案研究分析 32
第五章 結論與建議 45
第一節 結論 45
第二節 建議 49
參考文獻 51
附 錄 A 57
附 錄 B 59
1.行政院經濟建設委員會(2009)。服務業發展方案。上網日期:100 年5 月6 日。取自
http://www.cepd.gov.tw/dn.aspx?uid=7276
2.國家通訊傳播委員會(2011)。行動通信業務營運狀況。上網日期:100 年5 月6 日。
取自http://www.ncc.gov.tw/chinese/news.aspx?site_content_sn=2016&is_history=0
3.Anderson, E. W., Fornell, C., & Lehman, D. R. (1994). Customer satisfaction,
market share, and profitability: Findings from Sweden. Journal of
Marketing, 58(3), 53-66.
4.Anderson, E. W., & Sullivan, M. W. (1993). The Autecedents and consequences
of customer satisfaction for firms. Marketing Science, 2, 125-143.
5.Bei, L. T., & Shang, C. F. (2006). Building marketing strategies for state-
owned enterprises against private ones based on the perspectives of
consumer satisfaction and service quality. Journal of Retailing and
consumer Services, 13, 1-13.
6.Burns, A. C. (1986). Generating marketing strategy priorities based on
relative competitive position. The Journal of Consumer Marketing, 3(4), 49-
56.
7.Cardozo, R. N. (1965). An experimental study of customer effort, expectation
and satisfaction. Journal of Marketing Research, 2, 244-249.
8.Carman, J. M. (1990). Consumer perceptions of service quality: An assessment
of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
9.Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2007). The validity of the
SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research
across five continents.International Journal of Service Industry
Management, 18(5), 472-490.
10.Chiu, Y. C., Chen, B. S., Shyu, J. Z., & Tzeng, G. H. (2006). An evaluation
model of new product launch strategy. Technovation, 26(11), 1244-1252.
11.Churchill, G. A. Jr., & Surprenant, C. (1982). An investigation to the
determinants of customer satisfaction. Journal of Marketing Research, 19
(11), 491-504. 52
12.Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-
examination and extension. Journal of Marketing, 56, 55-58.
13.Deng, W. J. (2007). Using a revised important-performance analysis approach:
The case of Taiwanese hot springs tourism. Tourism Management, 28(5), 1274-
1284.
14.Dolinsky, A. L. (1991). Considering the competition in strategy development:
An extension of importance-performance analysis. Journal of Health Care
Marketing, 11, 31-37.
15.Eskildsen, J. K., & Kristensen, K. (2006). Enhancing importance–performance
analysis. International Journal of Productivity and performance Management,
55(1/2), 40–60.
16.Fornell, C. (1992). A national customer satisfaction barometer: The Swedish
experience. Journal of Marketing, 56(1), 1-18.
17.Fontela, E., & Gabus, A. (1976). The DEMATEL Observer, DEMATEL 1976 Report.
Switzerland, Geneva: Battelle Geneva Research Center.
18.Fontenot, G., Henke, L., & Carson, K. (2005). Take action on customer
satisfaction. Quality Progress, 38(7), 40-47.
19.Friesner, D., Neufelder, D., Raisor, J., & Bozman, C. S. (2009). How to
improve patient satisfaction when patients are already satisfied: A
continuous process-improvement approach. Hospital Topics, 87(1), 24-40.
20.Gabus, A., & Fontela, E. (1973). Perceptions of the world problematique:
Communication procedure, communicating with those bearing collective
responsibility, DEMATEL report No. 1. Geneva, Switzerland: Battelle Geneva
Research Center.
21.Garvin, D. A. (1987). Competing on eight dimensions of quality. Harvard
Business review, 65(6), 101-109.
22.Gronroos, C. (1984). A service quality model and its marketing implications.
European Journal of Marketing, 18(4), 37-45.
23.Hajime, Y., Kenichi, I., & Hajime, M. (2005). An innovative product
development process for resolving fundamental conflicts. Journal of the
Japan Society for Precision Engineering, 71(2), 216-222.
24.Hall, A. D. (1969). Three dimensional morphology of systems engineering.
IEEE Transations in System Science and Cybernetics, 5(2), 156-160.
25.Hernon, P., Niteck, D. A., & Altman, E. (1999). Service quality and customer
satisfaction: An assessment and future directions. The Journal of Academic
Librarianship, 25(1),9-17.
26.Hori, S., & Shimizu, Y. (1999). Designing methods of human interface for
supervisory control systems. Control Engineering Practice, 7(11), 1413-1419.
27.Huang, C. Y., Shyu, Joseph Z., & Tzeng, G. H. (2007). Reconfiguring the
innovation policy portfolios for Taiwan's SIP mall industry. Technovation,
27(12), 744-765.
28.Hurley, R. H., & Estelami, H. (1998). Alternative indexes for monitoring
customer perceptions of service quality:A comparative evaluation in a
retail context. Journal of Academy of Marketing Science, 26 (3), 209-221.
29.Juran, J. M. (1974). Quality control handbook. NY: McGraw-Hill Book Co.
30.Kim, Y. H. (2006). Study on impact mechanism for beef cattle farming and
importance of evaluating agricultural information in Korea using DEMATEL,
PCA and AHP. Agricultural Information Research, 15(3), 267–280.
31.Koivumaki, T., Ristola, A., & Kesti, M. (2008). The effects of information
quality of mobile information services on user satisfaction and service
acceptance-empirical evidence from Finland. Behaviour & Information
Technology, 27(5), 375-385.
32.Kolter, W. J. (2000). Marketing management. NY: Prentice Hall International
Inc.
33.Lagace, R. R., Robert, D. & Gassenheimer, J. B. (1991). The relevance of
ethical salesperson behavior on relationship quality: The pharmaceutical
industry. The Journal of Personal Selling & Sales Management, 11(4), 39-47.
34.Lee, Y. C., Hsieh, Y. F., & Huang, C. W. (2010). Using gap analysis and
implicit importance to modify SIPA. In Qi Ershi, Liu Binghui, Shen Jiang &
Dou Runliang (Eds.),2010 IEEE 17th International Conference on Industrial
Engineering and Engineering Management(pp. 175-179). Beiging: IEEE Press.
35.Lee, Y. C., & Hsieh, Y. F. (2011). Modifying IPA with DEMATEL composite
importance. Paper presented at the meeting of 2011 International Conference
on Fuzzy Systems and Neural Computing , Hong Kong, China.
Lee, Y. C., & Hsieh, Y. F. (2011). Using DEMATEL to implement LibQUAL
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top