頁籤選單縮合
題名 | 製造策略、市場導向、服務品質與顧客滿意度影響關係之研究--以臺灣汽車零組件業為例=A Study of the Relationship among Manufacturing Strategy﹐Market Orientation﹐Service Quality and Customer Satisfaction--Automobile Component Industry in Taiwan for Example |
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作者 | 陳建成; 王淑美; 陳建佑; | 書刊名 | 中小企業發展季刊 |
卷期 | 8 2008.06[民97.06] |
頁次 | 頁99-124 |
分類號 | 496.7 |
關鍵詞 | 製造策略; 市場導向; 內部顧客滿意度; 服務品質; 汽車零組件業; Manufacturing strategy; Market orientation; Internal customer satisfaction; Service quality; Automobile component industry; |
語文 | 中文(Chinese) |
中文摘要 | 本研究旨在探討台灣汽車零組件業於製造策略、市場導向、服務品質與顧客滿意度之關係模式。本研究採用問卷調查共計發放500份問卷,回收258份問卷,剔除2份無效問卷後,得256份有效問卷,問卷回收率為51.60%。本研究調查資料茲以驗證性因素分析、信度分析、效度分析,以及線性結構關係模式進而驗證各研究變數的影響關係。本研究主要發現如下:服務品質對內部顧客滿意度影響最大,其次為市場導向、製造策略;製造策略與市場導向對服務品質、內部顧客滿意度呈現顯著正向影響;服務品質對內部顧客滿意度的直接影響最大,同時亦是製造策略與市場導向影響內部顧客滿意度的重要中介變數。最後,歸納研究結論並進行討論,以及提出其體可行的建議俾供汽車零組件業者與未來研究者之參考。 |
英文摘要 | The purpose of this study is to examine the relationship among manufacturing strategy, market orientation, service quality and customer satisfaction for Taiwan automobile component industry, and this study has undertaken 500 questionnaires for consumers of auto lease industry. We retrieved 258 copies including 256 effective ones, which represents a usable response rate of 51.60%. The data were analyzed by factor analysis, reliability analysis and validity analysis, then used LISREL model to measure the relationship amongst the variables. The major findings of this study are as follows: From the analysis result of LISREL model, service quality on internal customer satisfaction affects mostly among all; the following is market orientation and manufacturing strategy; the manufacturing strategy and market orientation have positive influence on service quality and internal customer satisfaction; the service quality directly influences on internal customer satisfaction mostly among all, and is an important variable for influence of the manufacturing strategy and market orientation on internal customer satisfaction. Finally, this research discusses managerial implications according to the research results, and offers some suggestions for future studies. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。