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研究生:黃儷薇
研究生(外文):Li-Wei Huang
論文名稱:建構織襪客製化服務創新平台之研究--以L織襪公司為例
論文名稱(外文):Construction hosiery customized service innovation platform research - hosiery company as an example of L
指導教授:王偉驎王偉驎引用關係
指導教授(外文):Wei-Ling Wang
學位類別:碩士
校院名稱:國立勤益科技大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:61
中文關鍵詞:服務創新客製化顧客滿意度織襪產業
外文關鍵詞:Service innovationcustomizationcustomer satisfactionHosiery industry
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創新服務與客製化特性皆會影響消費者的消費意願。在製造業轉型過程中,除深入提供符合需求的客製化服務,了解消費者需求之外,善加運用自身專業的製造優勢、專業高精緻、創新產品的製造形象,加值於服務設計項目中,在提供客製化服務過程中,掌握服務品質,對於消費者需求能有效的回應與互動。
本研究以彰化社頭一家織襪工廠為例,該廠深耕在地多年,生產技術也已成熟,但礙於織襪產業中競爭激烈,且中國與東南亞產品充斥市面,消費者選擇更加廣泛,導致整體獲利較為低。然而,在一些產業別中,已有客製化理念產生,織襪業中甚是少見,而客製化的目的就是要經由持續改進對顧客的服務水準,增益顧客滿意度,以及留住顧客和再購意願。且現今網路普及化,以一客製化服務平台,透過此平台讓廠商與消費者做溝通,消費者可在此平台上訂製自己所喜歡的產品與樣式,服務平台讓消費者與廠商互相交流、友善溝通;廠商也能良性的競爭,提升服務品質,使專業服務者與消費者雙方都能滿意。
透過問卷回饋發現,本研究開發出的客製化服務平台確實可提升織襪公司的服務品質,並直接影響或透過顧客滿意度間接影響顧客忠誠度,提升顧客再次光臨的意願,使顧客回購率提升。

Innovative services and customization features will influence consumers' willingness to spend. In the manufacturing process of transformation, in addition to further meet the needs of providing customized services to understand consumer demand, the manufacturers make good use of their professional strengths,professional high sophistication, innovation and product manufacturing image, value added in the service design project in providing customized services in the process, master service quality, consumer demand for effective response and interaction.
In this study, Changhua Shetou a hosiery factory, for example, the plant roots in the ground for many years, production technology has matured, but due to the hosiery industry, intense competition, and the Chinese and Southeast Asian products flooding the market, consumers choose more widely, leading to relatively low overall profitability. However, in some other industries are already customized idea generation, hosiery industry is very rare, and customized aim is to continually improve the customer via the service level, gain customer satisfaction and retain customers and repurchase intentions. And the popularity of today's network to a customized service platform, through this platform for manufacturers and consumers to communicate with consumers on this platform can customize their favorite products and styles, service platform for consumers and vendors exchange, friendly communication; vendors can also healthy competition, improve service quality, professional service providers and consumers to make satisfaction of both parties.
Feedback through questionnaires found in this study developed a customized service platform can really improve the quality of service hosiery company, and a direct impact or indirect impact on customer loyalty through customer satisfaction, improve customer willingness to visit again, so that customers buy rate increase.

摘要 i
ABSTRACT ii
誌謝 iii
圖目錄 vi
表目錄 vii
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 2
1.3研究架構 3
第二章 文獻探討與回顧 4
2.1 織襪產業相關文獻 4
2.2服務科學與創新 9
2.3製造服務化 13
2.4 網頁設計 19
2.5 服務品質 21
2.6顧客滿意度 22
2.7顧客忠誠度 23
第三章 現況分析 25
3.1個案說明 25
3.2客製化服務平台之介紹 25
3.3需求分析概念 26
3.3.1問卷回收情形 27
3.3.2樣本資料分析 27
3.3.3資料分析 28
第四章 系統介面與操作 29
4.1 系統架構 29
4.2系統情境 30
4.3軟體架構 31
4.4系統功能模組 32
第五章 研究結果與分析 40
5.1問卷設計 40
5.2基本資料檢視 40
5.2.1問卷回收情形 40
5.2.2樣本資料分析 40
5.3常態資料檢視 42
5.4信度與效度分析 44
5.5相關性分析 47
5.6直接效果與間接效果分析 49
第六章 結論與建議 52
6.1結論 52
6.2未來研究建議 53
參考文獻 54
附錄 58
研究問卷一 58
研究問卷二 59


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