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系統識別號 U0026-1607201903362900
論文名稱(中文) 以科技接受模型探討建構知識管理客訴資訊平台之成效
論文名稱(英文) Exploring the Performance of Building the Platform of Knowledge Management for Integrating Customer’s Complaints Information Based on TAM
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系碩士在職專班
系所名稱(英) Department of Industrial and Information Management (on the job class)
學年度 107
學期 2
出版年 108
研究生(中文) 黃品蓁
研究生(英文) Pin-Chen Huang
學號 R37061155
學位類別 碩士
語文別 中文
論文頁數 53頁
口試委員 指導教授-林清河
口試委員-李昇暾
口試委員-謝秉蓉
口試委員-林懿貞
口試委員-耿伯文
中文關鍵字 知識管理  顧客抱怨  特性要因  科技接受模式 
英文關鍵字 Knowledge Management (KM)  Customer Complain  Characteristic Diagram  Technology Acceptance Model (TAM) 
學科別分類
中文摘要 二十世紀末期,知識管理開始在商業與學術界應用,直至現今,知識管理為企業帶來的商機已越來越有成效,因而知識管理實踐也越來越被企業重視;為此,本研究以客訴處理過程為首要考量點,以知識管理模式建構客訴資訊平台,藉以提高客訴品追朔產內資訊的工作效率。
科技接受模型的適應性、簡單性和健全性較優於其他資訊系統的模型,因此,本研究以科技接受模型作為研究架構,並搭配李克特量七點衡量表設計問卷,探討以知識管理模式建構客訴資訊平台之有用性、易用性、使用者態度以及使用者意圖,最終反應在系統的使用頻率;且此平台可有效的處理客訴,並為客戶提供有用的反饋信息,以提高產品質量。
英文摘要 In the late twentieth century, knowledge management began to be applied in business and academia. Till now, knowledge management brings more and successful business opportunities to the enterprises’ innovations, so the fulfillment of knowledge management is more and more valued for the enterprises. Therefore, in this study our primary objective is to build a system implemented to delineate in the process of dealing customer complaints. We will construct a customer complaint information platform based on the model of knowledge management. By using the customer complaint information platform, the working efficiency for tracking the manufacturing information of the products can be greatly improved.
TAM (technology acceptance model) is a soundness model to explore the acceptance properties of a new technology. Therefore, in this study we establish the research framework by using TAM model and design the questionnaire to evaluate the usefulness, ease of use, user’s attitude and user intention of the customer complaint information platform. Finally, it shows that the system is more effectiveness and efficient than the prior one to deal with the customer complaints and provides the useful feedback’s information for customers to improve their product quality.
論文目次 目錄
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究流程 4
第二章 文獻探討 5
2.1 知識管理 5
2.1.1 知識的演化、定義及分類 5
2.1.2 知識管理的定義、演進 7
2.1.3 知識管理的實施 8
2.2 顧客抱怨與改善方法 11
2.2.1 顧客抱怨 11
2.2.2 品質改善方法 13
2.3 科技接受模型 15
2.3.1 科技接受模型的定義 15
2.3.2 科技接受模型的相關研究 19
第三章 研究方法 20
3.1 客戶問卷設計基礎 20
3.2 管理平台的建構 20
3.2.1 管理平台的架構 21
3.2.2 管理平台的要素 22
3.3 科技接受模型研究設定 24
3.3.1 研究架構與假設 24
3.3.2 變數的操作性定義 25
3.3.3 問卷設計 26
第四章 研究結果 28
4.1 客訴原因分析 28
4.1.1 異常真因分析 28
4.1.2 客戶最終產品應用 31
4.2 查詢平台類別差異 31
4.2.1 現行查詢模式 32
4.2.2 知識管理模式建構之查詢平台 34
4.2.3 資料分析 37
第五章 結論與建議 42
5.1 研究結論 42
5.2 研究限制 43
5.3 未來方向與建議 43
參考文獻 45
附錄 49
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宋彩蓮. (2017). 環景式教學對公職考生學習接受度之研究:科技接受模型之應用. (碩士), 國立中興大學, 台中市.
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