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系統識別號 U0026-1906201422481200
論文名稱(中文) 以權衡理論探討經營效率與服務品質之關係-以印刷產業為例
論文名稱(英文) Using Trade-off Theory to Find the Relationship between Efficiency and Service Quality in Printing Industry
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系
系所名稱(英) Department of Industrial and Information Management
學年度 102
學期 2
出版年 103
研究生(中文) 黃彥禎
研究生(英文) Yan-Jhen Huang
學號 R36014202
學位類別 碩士
語文別 中文
論文頁數 100頁
口試委員 指導教授-呂執中
口試委員-謝佩璇
口試委員-邱垂昱
口試委員-陳平舜
中文關鍵字 權衡理論  平版印刷業  多方向性效率分析  服務品質 
英文關鍵字 trade-off theory  printing industry  multi-directional efficiency analysis  service quality 
學科別分類
中文摘要 企業要在快速變動的市場中脫穎而中,必須不斷改變自己,朝新的方向發展,然而企業是否能同時發展不同的績效指標,關鍵在於不同的績效之間是否存在某種關聯性。以製造業為例,只專注在產品面的傳統經營模式已經不合時宜。製造業者必須思考如何從產品製造者升級為製造服務提供者,提供更彈性更優質的服務以增加產品的附加價值。然而製造業過去追求的經營效率與服務品質是兩種截然不同的績效,有學者認為兩種不同的績效無法同時追求,不同的績效必須有所取捨,但也有許多學者認為不同績效彼此相容且可以同時追求。因此本研究以權衡理論為基礎建立一個評估不同績效間關係的研究架構,探討不同績效是否存在某種關係。
印刷產業正面臨過度競爭的困境,為了提升競爭力,除了持續改善經營效率,更應提供優質服務。為了評估印刷業經營效率與服務品質之間具有何種關係,本研究以平板印刷業作為研究對象。首先訪談印刷業者了解印刷產業的發展現況,並利用多方向性效率分析法衡量其經營效率,同時發放服務品質專家問卷,衡量印刷業者之服務品質。接著利用Spearman等級相關係數探討經營效率與服務品質之相關性。
研究結果顯示印刷產業之經營效率和服務品質呈現正相關,兩種不同績效彼此相容,不存在互相競爭的關係,擁有高度經營效率的印刷廠也可以同時擁有高度的服務品質。高度的經營績效可以節省更多的資源,並將其運用在發展服務品質的發展上,而高度服務品質可以增加產品價值並提高聲譽,使利潤以及經營效率都能提升,兩種績效之間可以達到共存共榮的良性發展。從本研究之研究結果顯示,此研究架構可以分析不同的績效,且可以針對產業分析不同績效之間的關係,協助企業更合理的制定未來之發展策略。
英文摘要 Whether a company can simultaneously develop different performances is am important issue for manufacturers. It’s not enough that manufacturer only focus on the product side, they must think about how to upgrade their role from product makers to service providers. However, the efficiency that traditional manufacturing emphasized and service quality are two distinct performances. Some scholars believe that distinct performances can’t simultaneously pursue, but some scholars have opposite opinions, they consider that different performances are compatible. Therefore, this study established a research framework based on trade-off theory to assess the correlation between different performances.

The results show that operating efficiency and service quality have positive correlation in the printing industry, they are compatible with each other. High degree of operational efficiency can save more resources to develop services quality Moreover, high service quality can add more value to the product, enhance profit and operational efficiency. High service quality also enhance the industry reputation. This two performances can be coexistence and achieve healthy development. This study established a research framework which can analyze the correlation between different performances, help enterprises to develop more rational business strategies.
論文目次 目錄
摘要 I
Extended Abstract II
誌謝 VI
目錄 VII
表目錄 IX
圖目錄 XI
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 研究範圍與限制 3
第四節 研究流程 5
第二章 文獻探討 6
第一節 權衡理論 6
第二節 經營效率 9
2.2.1 經營效率之定義與應用 9
2.2.2 經營效率之衡量 10
2.2.3 多方向性效率分析方法 11
第三節 服務品質 14
2.3.1 服務品質之定義 14
2.3.2 服務品質之衡量 14
第四節 國內印刷產業現況 19
2.4.1 印刷產業背景介紹 19
2.4.2 印刷產業之發展 23
第五節 印刷產業之經營效率與服務品質 26
第六節 小結 28
第三章 研究方法 29
第一節 研究架構 29
第二節 印刷產業之經營效率評估模式 30
第三節 印刷產業之服務品質問卷 38
3.3.1 服務品質專家問卷設計 38
3.3.2 服務品質專家問卷前測 40
第四節 小結 48
第四章 資料分析 49
第一節 印刷產業之經營效率 49
第二節 印刷產業之服務品質 57
第三節 經營效率與服務品質相關性分析 67
第五章 結論與建議 73
第一節 結論 73
第二節 印刷產業之未來發展 76
第三節 未來研究方向與展望 79
參考文獻 80
附錄 88
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