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系統識別號 U0026-0812200915041095
論文名稱(中文) The Impact of Relationship among Flexible Manufacturing Capability, Relationship Marketing and Customer satisfaction on Customer Loyalty - Semiconductor Industry in Taiwan
論文名稱(英文) The Impact of Relationship among Flexible Manufacturing Capability, Relationship Marketing and Customer satisfaction on Customer Loyalty - Semiconductor Industry in Taiwan
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 97
學期 1
出版年 98
研究生(中文) 林堇郁
研究生(英文) Jin-Yu Lin
學號 RA794107
學位類別 碩士
語文別 英文
論文頁數 57頁
口試委員 指導教授-蔡明田
口試委員-莊立民
口試委員-張紹基
召集委員-潘浙楠
中文關鍵字 none 
英文關鍵字 customer satisfaction  relationship marketing  flexible manufacturing capability  Semiconductor industry  customer loyalty 
學科別分類
中文摘要 none
英文摘要 The purpose of the study is to explore the impact of relationships among flexible manufacturing capability, relationship marketing and customer satisfaction on customer loyalty - Semiconductor industry in Taiwan. Questionnaire survey was used as a major method to the study. A total of 500 surveys were sent out, 265 surveys were returned. The questionnaire retrieve rate is 41.60%.
The research method of this study includes descriptive statistics analysis, factor analysis, reliability analysis, validity analysis, and structure equation model (SEM). Through collecting and analyzing materials by and questionnaire, the study obtains the following conclusion: (1) The flexible manufacturing capability has positive effect on customer satisfaction; (2) The relationship marketing has positive effect on customer satisfaction; (3) The relationship marketing has positive effect on customer loyalty; (4) The customer satisfaction has positive effect on customer loyalty; (5) The mediating effects of customer satisfaction towards the flexible manufacturing capability can positive effect on customer loyalty; (6) The mediating effects of customer satisfaction towards the relationship marketing can positive effect on customer loyalty.
論文目次 ACKNOWLEDGEMENTS 1
Abstract I
Table of Contents II
List of Tables V
List of Figures VI
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivations 1
1.2 Research Objectives 3
1.3 Research Procedure 4
CHAPTER TWO LITERATURE REVIEW 5
2.1 Definition of Research Constructs 5
2.1.1 Flexible Manufacturing Capability 5
2.1.2 Relationship Marketing 8
2.1.3 Customer Satisfaction 11
2.1.4 Customer Loyalty 12
2.2 Hypotheses Development 14
2.2.1 Relationship between Flexible Manufacturing Capability and Customer Satisfaction 14
2.2.2 Relationship between Flexible Manufacturing Capability and Customer Loyalty 14
2.2.3 Relationship between Relationship Marketing and Customer Satisfaction 15
2.2.4 Relationship between Relationship Marketing and Customer Loyalty 16
2.2.5 Relationship between Customer Satisfaction and Customer Loyalty 16
2.2.6 Modiated Effects of Customer Satisfaction 17
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 18
3.1 Conceptual Framework 18
3.2 Hypotheses to Be Tested 19
3.3 Construct Measurement 20
3.3.1 Flexible Manufacturing Capability 20
3.3.2 Relationship Marketing 21
3.3.3 Customer Satisfaction 22
3.3.4 Customer Loyalty 23
3.3.5 The Information of Respondents 24
3.4 Questionnaire Design and Sampling Plan 24
3.5 Data Analysis Methods 25
3.5.1 Descriptive Statistics Analysis 25
3.5.2 Factor Analysis 25
3.5.3 Reliability and Validity Analysis 25
3.5.4 Structure Equation Model (SEM) 26
3.6 Pre-Test Results 26
CHAPTER FOUR RESEARCH ANALYSIS AND RESULTS 31
4.1 Descriptive Statistics Analysis 31
4.1.1 Data Collection 31
4.1.2 The Characteristics of Respondents 32
4.1.3 Measurement Results for Relevant Research Variables 33
4.2 Factor Analysis and Reliability Tests 35
4.2.1 Flexible Manufacturing Capability 35
4.2.2 Relationship Marketing 36
4.2.3 Customer Satisfaction 37
4.2.4 Customer Loyalty 38
4.3 Structure Equation Model 39
4.3.1 Overall Model Fit 39
4.3.2 Path Results 41
4.3.3 Effect Analysis 43
CHAPTER FIVE CONCLUSIONS AND SUGGESTIONS 45
5.1 Research Conclusions 45
5.2 Research Limitations and Future Works 48
References 50
Appendices 53
SURVEY QUESTIONNAIRE 53
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