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研究生:許宏彬
研究生(外文):HSU, HUNG-PING
論文名稱:某工業電腦廠商服務特質之重要性-表現度分析
論文名稱(外文):Importance-Performance Analysis of Service Characteristics of an Industrial Personal Computer Manufacturer
指導教授:梁曉帆梁曉帆引用關係
指導教授(外文):LIANG, SHEAU-FARN
口試委員:石裕川陳協慶梁曉帆
口試委員(外文):SHIH, YUH-CHUANCHEN, HSIEH CHINGLIANG, SHEAU-FARN
口試日期:2022-06-02
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:管理學院工業與科技管理EMBA專班
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:2022
畢業學年度:110
語文別:中文
論文頁數:41
中文關鍵詞:成對比較法嵌入式電腦自動化控制
外文關鍵詞:Paired comparisonsEmbedded computingAutomation controller
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工業4.0於2011年第一次被提出來,並成為第四次工業革命開端,藉由物聯網(IoT)逐步架構起智慧製造的模式。工業自動化控制的應用即是物聯網的前身,嵌入式電腦是各種自動化應用的關鍵設備,不僅用於工業場域中,也被嵌入生活中提供各項便利的服務,如智能居家、智慧型大樓、各項智能交通管理設施與各種自助服務售貨機等,讓24小時便利的生活環境已成為不可或缺。此研究針對最重要的九項關鍵因素,採用成對比較法製作問卷,並提供給工業電腦產業相關人等為問卷對象,依此收集重要性及表現度的數據,透過邏輯性轉換其數值Si來繪製重要性-表現度分析矩陣圖,即可對應出各個關鍵因素所落坐的象限,進而結合產業現況推演出各項關鍵因素落點所代表的意涵。工業電腦廠商應具備基本技術與服務的關鍵因素有三項屬於繼續保持,目前無關鍵因素屬於過度投入,對客戶而言相對較低優先順位的關鍵因素有五項,而相對重要但廠商的表現度跟不上客戶期望的有一項。透過重要性-表現度分析方法制定公司資源優先配置的新準則,藉以強化產業競爭力。企業管理者多從經驗和直覺做決策,本研究應用之分析方法可以彌補既有判斷方法所產生的誤差,利用數字做為管理決策的參考與支持點,依此方法能快速又準確發掘出客戶需要被滿足的關鍵因素,作為廠商改善策略與執行方案的依據,正是此研究對於工業電腦廠商之客戶需求管理所能提供之貢獻。
Industry 4.0 was first proposed in 2011 and became the beginning of the fourth industrial revolution. The Internet of Things (IoT) has gradually built a smart manufacturing model. The application of industrial automation control is the predecessor of the Internet of Things. Embedded computers are key equipment for various automation applications. They are not only used in industrial fields but also embedded in various everyday convenient services, such as smart homes, smart buildings, various intelligent traffic management facilities and various self-service kiosks, to make a 24-hour convenient living environment. This research used the paired comparisons method to make a questionnaire for the nine most important key factors, and asked participants in the industrial computer industry to answer the questionnaires. The data of importance and performance about the nine key factors were collected through the questionnaire, and the importance-performance analysis matrix was drawn based on the values of Si, which could correspond to the quadrant where each key factor is located, and provided corresponding strategies. There were three key factors that an industrial computer manufacturer should keep up the good work. At present, no key factors were excessive investment. There were five key factors that were ranked relatively low priority by customers. Finally, one key factor was important but below the expectations of customers. Through the importance-performance analysis method, new criteria for the company's resource priority allocation could be defined for strengthening the competitiveness of the company. Enterprise managers mostly make decisions based on their experience and intuition. The analysis method applied in this study could remedy for the errors caused by the existing judgment methods. This method could quickly and accurately identify customer needs by its quantitative analysis, and it is the contribution of this research that provides strategies for industrial computer manufacturers to manage their customer requirements.
中文摘要 I
ABSTRACT II
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 研究流程 3
第二章 文獻探討 4
2.1 定義何謂工業電腦 4
2.2 工業電腦的產品研發特色 5
2.2.1 可靠度Reliability 5
2.2.2 產品創新程度Innovation 5
2.2.3客製化Customization程度 5
2.3 工業電腦對客戶提供的服務特色 6
2.3.1在地化的服務Localization Service 6
2.3.2長期供貨Long-term Supply 6
2.3.3長期產品保固Long-term Warranty 6
2.4 工業電腦的技術服務特色 6
2.4.1彈性模組化設計Flexible Modular Design 6
2.4.2軟件整合套件SDK(Software Developement Kits) 7
2.4.3產品產能Production Capacity 7
2.5 IMPORTANCE-PERFORMANCE ANALYSIS(IPA) 7
第三章 研究方法 10
3.1研究方法說明 10
3.2研究設計 11
3.2.1研究對象 11
3.2.2問卷大綱設計 12
3.2.3問卷內容設計 13
第四章 研究結果 15
4.1 問卷填寫者基本資料 15
4.2 問卷資料之重要度(IMPORTANCE)與表現度(PERFORMANCE) 15
4.2.1問卷資料之重要度(Importance) 15
4.2.2 問卷資料之表現度(Performance) 16
4.3 重要度與表現度分析IPA(IMPORTANCE-PERFORMANCE ANALYSIS) 16
第五章討論 20
5.1研究討論 20
5.2管理意涵 23
5.3研究限制 24
參考文獻 25
中文部分 25
英文部份 25
附錄 27
問卷內容 27

中文部分
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陳怡君. (2011). 工業電腦廠商全球行銷策略之研究 (Publication Number 2011年) 國立臺北科技大學]. AiritiLibrary.
陳添順. (2011). 利基型產業之品牌策略 ----- 以工業通訊產業為例 (Publication Number 2011年) 國立臺灣大學]. AiritiLibrary.
羅皓. (2021). 工業電腦廠之訂閱制發展:基於數位化服務觀點之個案研究 (Publication Number 2021年) 國立政治大學]. AiritiLibrary.

英文部份
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Nagesh, K., Landsnes, O., Fuglestad, T., Svensen, N., & Singhal, D.(2019) Enhanced Embedded Linux Board Support Package Field Upgrade–A Cost Effective Approach.
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Nykaza, J., Messinger, R., Boehme, F., Norman, C. L., Mace, M., & Gordon, M. (2002). What programmers really want: results of a needs assessment for sdk documentation. Proceedings of the 20th annual international conference on Computer documentation,
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