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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/36854


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    題名: 半導體產業之資訊科技應用、服務品質、顧客滿意度及顧客忠誠度關係之研究—以半導體材料及設備通路產業為例
    作者: 陳禹成
    Chen, Yu-Cheng
    貢獻者: 李易諭
    Lee, Yi-Yu
    陳禹成
    Chen, Yu-Cheng
    關鍵詞: 半導體通路商
    資訊科技應用
    服務品質
    顧客滿意度
    顧客忠誠度
    線性結構模式
    Semiconductor Distributor
    Information Technology Application
    Service Quality
    Customer Satisfaction
    Customer Loyalty
    Linear Structural Model
    日期: 2004
    上傳時間: 2009-09-18 19:56:55 (UTC+8)
    摘要: 二十一世紀是講求通路效率及服務的年代，半導體材料及設備通路商在產業中所扮演的角色越趨重要，加上網際網路與資訊科技的蓬勃發展，對於企業而言，如何應用資訊科技技術以改善對顧客的服務並增加顧客的滿意度，已經成為每個成長中的企業所重視的課題，而介於半導體上游原物料及設備製造商與下游相關半導體製造商間的通路商，主要即在取得原廠的銷售代理權並整合銷售及售後服務等工作，將代理的產品透過服務達到加值，使得上游製造商可以專注於材料及設備的研發與製造，而通路商本身則透過對下游半導體製造業提供良好的服務品質，以創造下游顧客的滿意度，進而提高顧客的忠誠度。因此，如何透過資訊科技的應用及優越的服務品質，來提升顧客的滿意度，進而使顧客具有忠誠度，已經成為以強化整體銷售服務來創造競爭力的通路商所必須重視的課題。

    本研究即在探討半導體材料及設備通路產業之資訊科技應用對於服務品質及顧客滿意度之影響，更進一步探討服務品質對顧客滿意度與顧客忠誠度的影響。因此，本研究以國內半導體材料及設備通路商為研究對象，對其資訊科技應用、服務品質、顧客滿意度及顧客忠誠度做一整合驗證性的研究，並利用線性結構相關模式(LISREL)來探討四個構面間的關係，在半導體材料及設備通路產業中，所得到的結論如下：

    一、資訊科技應用對服務品質有顯著的正向關係。
    二、資訊科技應用對顧客滿意度不具顯著的正向關係。
    三、服務品質對顧客滿意度有顯著的正向關係。
    四、服務品質對顧客忠誠度不具顯著的正向關係。
    五、顧客滿意度對顧客忠誠度有顯著的正向關係。
    21 Century is the time for the emphasis on the channel efficiency and services and the roles of the semiconductor distributors in semiconductor material and equipments industry have become more and more important as a result. Due to the flourish developments in the internet and information technology, how to make good use of the information technology in order to improve the service for the customers and further increase the customers’ satisfaction is the crucial issue to any growing enterprises. The semiconductor distributors mainly act as the sale agents of the semiconductor material and equipments industry and provide the function to integrate the sale and after-sale services. By doing so, it has increased the value of the products through these services. In addition, it makes the manufacturers of the upstream in the semiconductor material and equipments industry concentrate on the R&D and manufacture field. On the other hand, the semiconductor distributors themselves have focally developed the customers’ satisfaction and further enhanced the customers’ loyalty by providing great service quality. Therefore, how to elevate the customers’ satisfaction and own the customers’ loyalty through the application of information technology and excellent service has become a must for the semiconductor distributors that would like to reinforce their aggregate sale services in order to have competition advantages.

    This paper addresses the influences of the information technology application on the service quality and the customers’ satisfaction of the semiconductor distributors in the material and equipments industry. Moreover, it further investigates the influences of the service quality on the customers’ satisfaction and the customers’ loyalty. This paper uses the semiconductor distributors in Taiwan as the research targets and makes a completed discussion on the information technology application, service quality, customers’ satisfaction and customers’ loyalty. Besides, there are following conclusions by using the linear structural model to exam the correlations among four aspects.

    1.There is a significant positive correlation between information technology application and service quality.
    2.There is an insignificant positive correlation between information technology application and customers’ satisfaction.
    3.There is a significant positive correlation between service quality and customers’ satisfaction.
    4.There is an insignificant positive correlation between service quality and customers’ satisfaction.
    5.There is a significant positive correlation between customers’ satisfaction and customers’ loyalty.
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    79.Singh, J. (1991), “Understanding the Structure of Consumers’ Satisfaction Evaluations of Service Delivery,” Journal of the Academy of Marketing Science, 19(3), pp.223-244.
    80.Spreng, R. A. (1993), “A Desires Congruency Model of Customer Satisfaction,” Journal of Marketing Science, pp.21.
    81.Stanton, W. J. (1987), Fundamentals of Marketing, 5th ed., New York: McGraw-Hill.
    82.Taylor, S. A. & Baker, T. L. (1994), “An Assessment of Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intention,” Journal of Retailing, 70, pp.163-178.
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    87.Zhu F. X, Walter W. J., & InJazz, C. (2002), “IT-Based Services and Service Quality in Consumer Banking,” International Journal of Service Industry Management, 13(1), pp.69-90.
    88.Zwass, V. (1992), Management Information Systems, Dubuque: Wm. C. Brown, pp.144-160.
    三、網站部份
    1.公開資訊觀測站，網址：http://mops.tse.com.tw/
    2.台北市電子零件商業同業公會，網址：http://www.tecsa.org.tw/
    3.台灣半導體產業協會，網址：http://www.tsia.org.tw/
    4.台灣經濟研究院，網址：http://www.tier.org.tw/
    5.平面顯示器產業資訊網，網址：http://www.display.org.tw/
    6.帆宣系統科技股份有限公司，網址：http://www.micb2b.com/
    7.拓樸產業研究所，網址：http://www.topology.com.tw/
    8.崇越科技股份有限公司，網址：http://www.topco.com.tw/
    9.產業技術資訊服務網，網址：http://www.itis.org.tw/
    10.華立企業股份有限公司，網址：http://www.wahlee.com.tw/
    11.經濟部工業局，網址：http://www.moeaidb.gov.tw/
    12.經濟部工業局半導體產業推動辦公室，網址：http://www.sipo.org.tw/
    13.電子時報，網址：http://www.digitimes.com.tw/
    描述: 碩士
    國立政治大學
    企業管理研究所
    92355076
    93
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0923550761
    資料類型: thesis
    顯示於類別:[企業管理學系] 學位論文

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