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系統識別號 U0026-0108201415331800
論文名稱(中文) 自動化產業之B2B專業服務品質對於顧客滿意度與忠誠度的影響
論文名稱(英文) The Impact of B2B Professional Services Quality on Customer Satisfaction and Loyalty in the Automation Industry
校院名稱 成功大學
系所名稱(中) 高階管理碩士在職專班(EMBA)
系所名稱(英) Executive Master of Business Administration (EMBA)
學年度 102
學期 2
出版年 103
研究生(中文) 陳怡成
研究生(英文) Yi-Cheng Chen
學號 R07001159
學位類別 碩士
語文別 中文
論文頁數 57頁
口試委員 指導教授-蔡東峻
口試委員-李奇勳
口試委員-黃吉村
中文關鍵字 專業服務  專業服務品質  顧客滿意度  顧客忠誠度  工業自動化  B2B 
英文關鍵字 Professional service  Professional service quality  Customer satisfaction  Customer loyalty  B2B 
學科別分類
中文摘要 企業對於服務的重視與日俱增,而服務品質更是企業投入更多服務時所必須重視與關注的,有了正確的服務品質、投入的服務資源才能為顧客帶來實質的價值、並促成顧客對於產品與企業的滿意度與忠誠度。雖然大量學者也對於服務品質有了很多的研究,然而大多文獻所探討的服務品質因素,則多適用終端消費市場的服務提供,而較少關於B 2 B市場中、專業服務品質的探討;特別對於自動化產業的B2B市場而言,因產品使用不在於終端消費市場,而且使用顧客所需要的服務提供更趨於專業性,因此本研究認為有必要對於該領域的專業服務品質進行探討與研究。
本研究針對工業自動化產業B2B市場專業服務品質,以自動化產品使用顧客為研究對象,參考IMP ( Industrial Marketing and Purchasing Group ) 等相關文獻為基礎,探討影響B2B專業服務品質的影響因素,及其對於使用顧客滿意度與忠誠度的關鍵影響因素。並以線上問卷及紙本問卷進行資料蒐集,共回收302份問卷,經篩選有誤或無效問卷後,以244份有效樣本進行研究分析。
研究發現專業服務品質的六大構面,即產品/服務互動、資訊互動、財務互動、社交互動、合作與調適,對於顧客滿意度而言,其關鍵影響因素依序為合作、調適、資訊互動及產品/服務互動;對於顧客忠誠度而言,其關鍵影響因素則依序為社交互動、調適、產品/服務互動。研究亦另外發現,對於決定自動化產品採用的部門而言,自動化廠商可以更針對性的對於製造開發或改善部門、以及設計部門人員,特別對於產品服務互動、社交互動、合作及調適的做法進行改善,以期在於專業服務品質提升,達到顯著的效果。
英文摘要 This study focuses on the automation industry B2B market, and researches how the factors of quality of professional service influence customer satisfaction and loyalty. Because the product in the industry is not an application of the end consumer market, the services must provide for user in automation industry tend to be more professional. It is necessary to explore for the quality of professional services in this field.
This study explores the factors of professional services quality namely product/service exchange, information exchange, financial exchange, social exchange, cooperation and adaptation based on the reference of IMP (Industrial Marketing and Purchasing Group) literature for industrial B2B market, and how these factors influences the customer satisfaction and loyalty. The research targets were the client using automation products, and used 244 valid data samples to verify hypotheses and get concrete results and recommendations.
The study finds collaboration, adaptation, information exchange and product/service exchange of professional service quality factors will positively affect customer satisfaction, and social exchange, adaptation, and product/service exchange of professional service quality factors will positively affect customer loyalty. The result also finds in order to significantly improve the quality of professional service the supplier can focus on Develop/Improve Manufacturing Department or Designing Department, and improve the product/service exchange, social exchange, cooperation and adaptation.
論文目次 第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究架構與流程 3
第二章 產業概況與文獻探討 5
第一節 工業自動化產業概況 5
第二節 B2B專業服務 8
第三節 IMP互動與關係角度的服務品質 11
第四節 顧客滿意度 13
第五節 顧客忠誠度 13
第六節 IMP互動及關係角度服務品質對滿意度與忠誠度之影響 14
第三章 研究方法 21
第一節 研究架構及假說 21
第二節 各項變數的衡量 22
第三節 調查方法 25
第四節 資料分析方法 25
第五節 前測問卷結果 27
第四章 結果分析與討論 30
第一節 敘述性統計分析 30
第二節 信度分析 36
第三節 研究假設檢定 37
第五章 結論與建議 44
第一節 研究結論 44
第二節 實務上的建議 46
第三節 研究限制與後續研究之建議 48
第六章 參考文獻 50
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陳仲宜、盧素涵,智慧自動化服務產業支傳統製造應用商機探討,金屬工業研究發展中心,民102。
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陳順宇,迴歸分析,三版,華泰書局,民85。

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