臺灣博碩士論文加值系統

二次光學透鏡（Secondary optics）係LED燈具關鍵光學控制零組件，搭配LED光源利用光學原理，應用在控制燈具之光型效果，開發設計需考量各廠商之LED晶粒發光特性、燈具尺寸、應用環境、各地法規與使用者習慣等不同層面因素，係為LED燈具不可或缺之關鍵零組件。二次光學透鏡的生產製造屬於光學專業領域，具有資本密集特性，存在著一定程度的進入障礙（Barriers of Entry），然而隨著技術日趨成熟及穩定成長的市場需求，吸引愈來愈多潛在的進入者投入其中，面對日益競爭的市場威脅之下，企業有必要重新檢視及調整其發展策略，找出客戶忠誠度的關鍵因素，針對關鍵因素來調整營運方向、人才培養要素及永續經營方針。
本研究採用個案研究法及訪問調查法，首先了解個案公司產業背景、個案公司發展狀況，並透過波特五力分析探討個案公司所處之環境，再深入探究個案公司之優、劣勢，了解所處環境之機會與威脅，發展出屬於個案公司之SWOT分析。並與LED照明界專業人士進行深度訪談，目的在於了解LED燈具製造商對二次學透鏡之採購策略，以及了解影響客戶忠誠度之關鍵因素，進一步對個案公司提出加強忠誠度之建議。
本研究發現，影響客戶忠誠度之關鍵因素為「產品品質」、「產品價格」、「產品交期」。在產品品質部分，客戶重視的因素包含了產品本身的質量、是否符合光學要求標準、產品生產的穩定度。客戶期望二次光學透鏡供應商給予的穩定的品質，以建立長期穩定的供貨狀況。在產品價格考量上，成本關係到一個公司的競爭力，要能夠提供與市場行情相符之售價，然而價格仍是以產品品質為前提下的考量。第三項產品交期指的是供應商的反應速度，包括面臨緊急需求時有足夠並穩定的產能。另外，本研究發現在二次光學採購流程上，因涉及較多專業光學、機構、電熱等考量，少有採購人員是獨自作業，而研發人員的態度在整個採購過程中，佔有相當重要的份量。另外，值得一提的是在訪談過程中發現，部分個案公司業務人員認為同業客戶之間，不會相互推薦供應商，結果發現仍有受訪者表示曾推薦給同業的案例。

Secondary optics are key components of LED Luminarie which features with optical control function. It is used to bring different light distributions with different LED light sources. There are various factors needs to be take into consideration when developing secondary optics including LED original property, luminarie dimension, environments, local regulations, application demands…etc. Secondary optics production belongs to optical professional field which is capital-intensive business with certain level of entry barrier. While the LED technology getting more and more mature and brings steady growing demand, competition keeps increasing. It is necessary to review and adjust the strategies in order to find key factors of customer loyalty and further optimize operation guidelines in a sustainable basis.
The study was conducted through case study and interviews. To understand secondary optics industry and L Company’s background. To investigate and understand the position with Porter’s five forces analysis and SWOT analysis. From interviewing with professionals from LED luminarie industry, the purchasing strategies and key factors of customer loyalty were further discovered from this study.
This study explores that key factors that influence customer loyalty includes “product quality”, “product cost”, “product lead time”. Product quality consists of the product quality itself as well as optical performances and production stability. Second factor is product cost as it brings big impact on company competitiveness. However, product quality is still most significant factors beyond product cost. Third factor is product lead time which including how fast suppliers can react and to support efficient capacity upon sudden and large demand. In addition, it is common that purchasing department has to work with R&D team together to define qualified secondary suppliers as this requires professional judgments. There is also interesting finding that part of interviewees from L company considers customer would not recommend suppliers to other luminarie company whereas interviewees proved that they are willing to recommend suppliers.

第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 論文架構與研究流程 5
第貳章 文獻探討 6
第一節 二次光學透鏡介紹 6
第二節 顧客忠誠度定義及其影響因素 16
第參章 研究方法 21
第一節 個案研究法 22
第二節 訪問調查法 24
第三節 個案訪談對象 26
第四節 個案訪談內容 29
第肆章 二次光學產業與個案分析 32
第一節 二次光學透鏡產業介紹 32
第二節 個案公司現況 34
第三節 個案公司客戶訪談分析 45
第四節 個案公司業務訪談分析 48
第五節 個案公司面臨的問題與瓶頸 51
第伍章 結論與建議 53
第一節 研究結論 53
第二節 對個案公司之建議 56
第三節 研究限制與對後續研究之建議 58
參考文獻 60
附錄–訪談大綱與摘要 64

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