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論文名稱(中文) 產品品質、服務品質對顧客滿意度與顧客忠誠度影響之研究—以工具機量測系統代理商個案公司為例
論文名稱(英文) The Impact of Product Quality, Service Quality on Customer Satisfaction and Loyalty for Case Company of Machine Tools Probing System Agent
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 98
學期 2
出版年 99
研究生(中文) 蔡志偉
研究生(英文) Chih-Wei Tsai
學號 r0797126
學位類別 碩士
語文別 中文
論文頁數 109頁
口試委員 指導教授-祝鳳岡
共同指導教授-林清河
口試委員-趙義隆
口試委員-劉明德
中文關鍵字 產品品質  服務品質  顧客滿意度  顧客忠誠度 
英文關鍵字 product quality  service quality  customer satisfaction  customer loyalty 
學科別分類
中文摘要 自2008年第4季以來的次級房貸風暴到2009年的金融海嘯,造成全球經濟衰退,終端消費性電子產品需求萎縮,衝擊所有工具機產業。身為工具機量測系統個案公司,如何了解並滿足顧客的需求?提供顧客更滿意的產品與服務品質,讓顧客對企業繼續忠誠,維持高忠誠度之關係,以因應工具機產業的快速變動。
本研究以國內從事工具機生產製造廠商為研究對象,共寄發問卷280份,實際回收有效問卷246份,有效回收率87.86 %。
本研究採用SPSS 12.0統計分析軟體進行實證分析,首先以因素分析與信度檢定萃取各構面的主要因素,接著以迴歸分析探討產品品質、服務品質對顧客滿意度的影響;顧客之滿意度與忠誠度的關係,最後以差異性分析探討不同生產產品類型之工具機廠商、不同資本額大小之工具機廠商、不同所屬部門及不同職位之人員在各構面的差異性。
實證結果發現,產品品質、服務品質顯著影響顧客滿意度;產品品質、服務品質顯著影響顧客忠誠度;顧客滿意度顯著影響顧客忠誠度;產品品質顯著影響服務品質;不同生產產品類型及不同資本額之工具機廠在各研究構面皆有顯著性差異;不同職位及不同部門之人員在部份構面有顯著性差異。
研究建議工具機量測系統廠商除了重視產品的「附加價值」與「實用性」,更應該重視服務的「認知關懷」及「可靠性」,以維持優質的顧客服務滿意度,才能讓顧客對企業繼續忠誠,維持高忠誠度之關係。
英文摘要 The global economic downturn in the year of 2009 was caused by the subprime mortgage storm since the 4th quarter of 2008, and had inpact on machine tool industry. How does a machine tool measurement system vendor understand and fulfill customer needs? In order to corresponde with rapid change in machine tool industry, providing satisfier product and service quality to maintain high relationship between the company and customer become more and more important.
A total of 280 questionnaires which targets on domestic machine tool makers are sent out, and 246 valid copies were practical with 87.86% effective rate.
First of all, factor analysis and reliability test are used for main factors for each dimemsion, followed by regression analysis of product quality, service quality, and how is the influence on customer satisfaction, and the relationship between customer satisfaction levels with loyalty. And then, to analyze the variance by different production types and different amount of capital of machine tools makers, different department and different job position personnel among dimensions.
The results show that product quality and service quality on customer satisfaction and loyalty with significant impact. Customer satisfaction is positive significant on customer loyalty. Product quality is positive significant on service quality. The variance of different production types and different amount of capital of machine tool makers are significant among all dimensions. As for different job positions and different department personnel are significant differences.
The study suggests that machine tool measurement makers have better emphasiz product performance and practicability, and focus on tangible care and reliability to maintain customer satisfaction into high degree of loyalty relationship.
論文目次 摘  要 I
Abstract II
誌  謝 III
目  錄 IV
表 目 錄 VI
圖 目 錄 VIII
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 研究對象及範圍 3
第四節 研究流程 3
第二章 工具機量測系統現況與發展 5
第一節 工具機產業現況 5
第二節 線上量測系統概述 8
第三節 小結 11
第三章 文獻探討 12
第一節 產品品質 12
第二節 服務品質 18
第三節 顧客滿意度 26
第四節 顧客忠誠度 35
第五節 產品品質、服務品質對顧客滿意度與忠誠度之關係 40
第四章 研究方法 46
第一節 研究架構 46
第二節 研究假設 47
第三節 變數操作型定義與衡量 49
第四節 問卷設計與抽樣 51
第五節 資料分析與統計方法 51
第五章 研究結果 55
第一節 樣本分析 55
第二節 敘述性統計分析 58
第三節 因素分析與信度檢定 63
第四節 相關分析 70
第五節 迴歸分析 72
第六節 差異性分析 78
第七節 專家訪談 87
第八節 假設驗證 88
第六章 結論與建議 90
第一節 研究結論 90
第二節 研究建議 94
第三節 研究限制 94
參考文獻 96
附錄一:研究問卷 103
附錄二:深度訪談 107
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三、參考網站
1.全國博碩士論文資訊網,http://etds.ncl.edu.tw/
2.工研院機械所,http://www.mirl.itri.org.tw/
3.台灣區機器工業同業工會,http://www.tami.org.tw/
4.產業創新經營研究室,http://140.128.118.198/index.htm
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