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研究生:陳奇婕
研究生(外文):Chi-chieh Chen
論文名稱:影響對供應商忠誠度之因素探討 −− 供應商服務與供應鏈流程能力
論文名稱(外文):Factors Affecting Loyalty to Supplier: Supplier Services and Supply Chain Process Capabilities
指導教授:王存國王存國引用關係
學位類別:碩士
校院名稱:國立中央大學
系所名稱:資訊管理學系
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:英文
論文頁數:70
中文關鍵詞:以資訊科技為基礎的服務供應商忠誠度資訊科技能力流程能力
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製造業服務化日益受到重視,隨著科技的進步,許多供應鏈相關的資訊系統如雨
後春筍般出現,其目的不外乎就是提供「服務」給上下游的合作廠商,讓彼此的交易往來可以進行地相當順利,而這些資訊系統就是提供服務的媒介。透過這些供應商的資訊系統,進而影響到公司內部的流程能力,這些流程能力可以使公司內部作業更為順暢。過去的研究中,鮮少以資訊科技為基礎的服務構面來衡量對供應商忠誠度的影響,因此本研究旨在探討以資訊科技為基礎的服務和流程能力對供應商忠誠度的影響。除此之外,供應商業務代表提供的服務和公司內部是否擁有足夠的資訊科技能力來支援供應商的資訊系統,也是需要被衡量的指標。
本研究透過郵寄問卷至台灣營業額排名前 1000 名製造業的採購主管,探討以資
訊科技為基礎的服務和流程能力對供應商忠誠度是否具有正向的影響。結果顯示,供應商代表提供的服務及購買方的流程能力與供應商忠誠度呈現正向相關,除此之外,以資訊科技為基礎的服務對流程能力並無正向影響。
The servitization of manufacturing is more important than ever before. As a result of rapid development in information technology, information systems for supporting supply chain operations have sprung up. The purpose of these systems is to provide “services” to upstream and downstream partners in supply chains to make their business more successful. And then, information systems have become the important vehicles of providing services to customers. These information systems also impact suppliers on internal process capabilities. The process capabilities can make the business more smoothly. There are few studies about IT-based service and loyalty to the suppliers in prior studies. Therefore, this study addressed the impacts of IT-based service and process capabilities on loyalty to the suppliers in supply chains. In addition, the services provided by supplier representatives and whether there is enough information technologies to support the information systems of suppliers in the internal firm are needed to be measured.
The study collects data from top 1000 Taiwanese manufacturing firms to test the hypotheses. The results show that human service quality and process capability are positively associated with loyalty to the supplier. In addition, there is no positive influence of IT-based service on process capability.
中文摘要 i
Abstract ii
誌謝 iii
Contents iv
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1 Research Background and Motivations 1
1.2 Research Purposes and Questions 4
Chapter 2 Literature review 5
2.1 IT-based Service 5
2.2 Human Service Quality 6
2.3 Information Technology Capability 7
2.4 Process Capability 8
2.5 Loyalty to the Supplier 10
Chapter 3 Research Model and Hypotheses 12
3.1 Research Model 12
3.2 Hypothesis Development 13
3.2.1 Information Technology Capability and Process Capability 13
3.2.2 IT-based Service and Process Capability 15
3.2.3 Human Service Quality and Process Capability 16
3.2.4 Process Capability and Loyalty to the Supplier 17
3.2.5 Process Integration Capability and Process Efficiency Capability 19

Chapter 4 Research Method 20
4.1 Research Design 20
4.2 Instrument Development 20
4.2.1 Human Service Quality 21
4.2.2 Information Technology Capability 22
4.2.3 Process Efficiency Capability 23
4.2.4 Process Integration Capability 24
4.2.5 Loyalty to the Supplier 25
4.2.6 IT-based Service 26
4.2.7 Control Variables 26
Chapter 5 Data Analysis and Results 27
5.1 Sample Characteristic 27
5.2 Measurement Model 33
5.3 Structural Model 39
Chapter 6 Conclusions 42
6.1 Findings and Discussion 42
6.2 Implications 44
6.3 Limitations 46
References 47
APPENDIX QUESTIONNAIRE 54

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