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題 名 | 用DEA分析供應鏈顧客滿意度之效率--以中國鋼鐵之下游客戶為例=Supply Chain Productivity and Customer Satisfaction in Steel Industry: A DEA Method |
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作 者 | 何柏正; 楊斯琦; | 書刊名 | 玄奘管理學報 |
卷 期 | 5:2 2008.03[民97.03] |
頁 次 | 頁89-127 |
分類號 | 496.34 |
關鍵詞 | 顧客滿意度; 資料包絡分析; 供應鏈指標; 鋼鐵業; Customer satisfaction; DEA method; Supply chain index; Steel industry; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究欲探討供應鏈中的廠商如何評估其顧客滿意度,在企業對企業 (B2B) 的關係中,顧客滿意度又如何影響組織績效。再者,少有文獻指出顧客滿意度與績效的關係如何改善,因此採用DEA則可用進一步探討單位之間的顧客滿意度投入及績效產出的關係。最後,鋼鐵為現代經濟社會中衡量一國工業生產的重要指標,以茲以鋼鐵業為研究範圍。 因茲本研究採DEA法,分析結果發現:(1) 廠商最重視與最滿意『客戶服務』構面;(2) 鋼鐵業非效率的原因主要為技術非效率;(3) 台灣地區鋼鐵產業大多處於規模報酬遞減之狀態,市場已成熟飽和;(4) 技率不佳之廠商需加強實施對供應鏈管理各績效構面與指標之有放運用(技術效率),以使廠商經營績效能達最大。 |
英文摘要 | In B2B supply chain, the success targeting the most profitable customers is important for CRM of a company, especially in industry market. This paper aims at providing an easy, efficient and more practical alternative approach, DEA method, based on the customer satisfaction survey for the profitable customers relation in steel industry. Estimation results from DEA indicate that, First, most steel firms belong to the medium performance group. Second, the steel market had matured, and most firms should decrease the quantity for improving the total efficiency. Finally, we further discuss how the high-efficiency different firms differ from the low-efficiency firms with, and compare these two kind firms in the technique efficiency, scale efficiency, and return to scale score, to more detail suggestions for promoting the total efficiency. And we find that the technical inefficiency is the main reason for the lower performance in the steel industry. |
本系統中英文摘要資訊取自各篇刊載內容。