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題名 國際網路及資安科技業者在地服務品質與客戶滿意度之研究：以 J公司為例
Assessing the Worldwide Service Quality and Customer Satisfaction of Networking Vendor in Taiwan: The Case of Company J
作者 戴聖強
TAI, SHENG CHIANG
貢獻者 巫立宇
Wu, Lei-Yu
戴聖強
TAI, SHENG CHIANG
關鍵詞 國際網路及資安科技供應商
服務品質
SERVQUAL
Networking Vendor
Service Quality
SERVQUAL
日期 2022
上傳時間 2-Sep-2022 14:51:17 (UTC+8)
摘要 企業應用新科技不斷地做數位轉型因應科技應用快速的發展，加上近年來新型疫情的擴散，導致於供應鏈斷鏈、地緣上的切割，日常的生活及商業行為有了歷史以來未曾經歷過的改變，國際的政治經濟及地緣政治情勢對於產業供給能力影響急遽，雖然目前大家聚焦於解決原物料缺乏供應鏈斷鏈及運輸鏈的擁塞，更期待晶片的產能提升解決製造業的困窘及生產，但是在我們居家辦公的改變模式，各行業對於專業的線上及在地服務需求與日俱增，而對於不同行業特殊性領域的需求，並不能僅僅由軟硬體品牌商的銷售渠道取得，品牌商更是要主動探索終端客戶旅程體驗，經由具有行業特殊領域知識以及專業技術的服務業者，傳達並履行品牌供應商的核心價值，品牌供應商應確立並且知悉客戶的體驗旅程是被重視的，聆聽客戶從商業發展的預期，回應對於供應商的產品及服務體驗，了解雙方之間的認知差異，作為供應商產品解決方案及服務的未來發展及改善方針，並與合作的銷售渠道取得服務品質的共識，才能經由具有專業服務品質的專案團隊與企業客戶協同完成良好的客戶體驗，才能發展成為合作夥伴關係。
     
     本研究透過國際網路及資安科技供應商，針對國際市場的客戶進行質性訪談，以PZB三位學者的專業服務的服務品質衡量構面及SERVQUAL量表為基礎，藉由問卷調查三大地理區域，回應者1105人，來自961個企業客戶，眾多管道資源的數據庫挑選，以5大構面、22個屬性歸納整理出適用於國際級網通設備供應業者，提出整體顧客滿意對實際服務品質有正相關，對於未來銷售前產品設計、規劃、生產以及售後服務品質提升的要素，做為相關提供服務的國際品牌設備供應商的經營參考，以縮小服務品質差距。
The challenge from effective supply chain, digital transformation, geopolitical effect and the pandemic are impact the enterprise to adopt the new business model. The demand for professional services in various industries are increasing dramatically. The service demand cannot be obtained only by the distributors and reseller channels of software and hardware brands. The enterprise needs to collaborate with vendor who has the trends、next generation knowledge and professional skills as well as service quality, feedback their requirement from the business development prospective.
     
     To collect the results from the J-company of the Networking Vendor service provider of qualitative interview with their customers those are C-level, Director, Manager, Engineer, Decision Makers , based on PZB`s professional service quality measurement facet and SERVQUAL scale, to 5 the large facets and 22 attributes are summarized and compiled for the networking vendor, and the findings of improving the quality of the after-sales service can be a valuable reference for the networking vendor/ICT service providers.
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描述 碩士
國立政治大學
經營管理碩士學程(EMBA)
104932021
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0104932021
資料類型 thesis
dc.contributor.advisor 巫立宇zh_TW
dc.contributor.advisor Wu, Lei-Yuen_US
dc.contributor.author (Authors) 戴聖強zh_TW
dc.contributor.author (Authors) TAI, SHENG CHIANGen_US
dc.creator (作者) 戴聖強zh_TW
dc.creator (作者) TAI, SHENG CHIANGen_US
dc.date (日期) 2022en_US
dc.date.accessioned 2-Sep-2022 14:51:17 (UTC+8)-
dc.date.available 2-Sep-2022 14:51:17 (UTC+8)-
dc.date.issued (上傳時間) 2-Sep-2022 14:51:17 (UTC+8)-
dc.identifier (Other Identifiers) G0104932021en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/141571-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 經營管理碩士學程(EMBA)zh_TW
dc.description (描述) 104932021zh_TW
dc.description.abstract (摘要) 企業應用新科技不斷地做數位轉型因應科技應用快速的發展，加上近年來新型疫情的擴散，導致於供應鏈斷鏈、地緣上的切割，日常的生活及商業行為有了歷史以來未曾經歷過的改變，國際的政治經濟及地緣政治情勢對於產業供給能力影響急遽，雖然目前大家聚焦於解決原物料缺乏供應鏈斷鏈及運輸鏈的擁塞，更期待晶片的產能提升解決製造業的困窘及生產，但是在我們居家辦公的改變模式，各行業對於專業的線上及在地服務需求與日俱增，而對於不同行業特殊性領域的需求，並不能僅僅由軟硬體品牌商的銷售渠道取得，品牌商更是要主動探索終端客戶旅程體驗，經由具有行業特殊領域知識以及專業技術的服務業者，傳達並履行品牌供應商的核心價值，品牌供應商應確立並且知悉客戶的體驗旅程是被重視的，聆聽客戶從商業發展的預期，回應對於供應商的產品及服務體驗，了解雙方之間的認知差異，作為供應商產品解決方案及服務的未來發展及改善方針，並與合作的銷售渠道取得服務品質的共識，才能經由具有專業服務品質的專案團隊與企業客戶協同完成良好的客戶體驗，才能發展成為合作夥伴關係。
     
     本研究透過國際網路及資安科技供應商，針對國際市場的客戶進行質性訪談，以PZB三位學者的專業服務的服務品質衡量構面及SERVQUAL量表為基礎，藉由問卷調查三大地理區域，回應者1105人，來自961個企業客戶，眾多管道資源的數據庫挑選，以5大構面、22個屬性歸納整理出適用於國際級網通設備供應業者，提出整體顧客滿意對實際服務品質有正相關，對於未來銷售前產品設計、規劃、生產以及售後服務品質提升的要素，做為相關提供服務的國際品牌設備供應商的經營參考，以縮小服務品質差距。		zh_TW
dc.description.abstract (摘要) The challenge from effective supply chain, digital transformation, geopolitical effect and the pandemic are impact the enterprise to adopt the new business model. The demand for professional services in various industries are increasing dramatically. The service demand cannot be obtained only by the distributors and reseller channels of software and hardware brands. The enterprise needs to collaborate with vendor who has the trends、next generation knowledge and professional skills as well as service quality, feedback their requirement from the business development prospective.
     
     To collect the results from the J-company of the Networking Vendor service provider of qualitative interview with their customers those are C-level, Director, Manager, Engineer, Decision Makers , based on PZB`s professional service quality measurement facet and SERVQUAL scale, to 5 the large facets and 22 attributes are summarized and compiled for the networking vendor, and the findings of improving the quality of the after-sales service can be a valuable reference for the networking vendor/ICT service providers.		en_US
dc.description.tableofcontents 目錄
     中文摘要 4
     第一章 緒論 9
     第一節 研究背景動機與目的 9
     第二節 章節結構 13
     第二章 文獻探討 14
     第一節 服務的定義 14
     第二節 售後服務 17
     第三節 服務品質 19
     第四節 PZB 服務品質衡量模式 21
     第三章 研究方法 28
     第一節 質性研究 28
     第二節 資料蒐集方式 29
     第三節 訪談問卷設計 32
     第四章 資料描述與分析 35
     第一節 個案J公司概況 35
     第二節 J公司的售後服務品質分析 36
     第五章 結論與建議 41
     第一節 研究結論與建議 41
     第二節 研究限制與未來研究方向 46
     參考文獻 48
     附錄 54
     Section A: Corporate Level Inquiries 60
     Section B: Level 1 Drivers 62
     Section C: Product – Level 2 Drilldown 63
     Section D: Support – Level 2 Drilldown 65
     Section E: Account Team – Level 2 Drilldown 66
     Section F: Services – Level 2 Drilldown 66
     Section G: Online Resources and Documentation - Level 2 Drilldown 67
     Section H: Competitive Information/Ratings – Level 1 Drivers 67
     Section I: Video Question 69
     Section J: Permission to Follow up 70
     Section K: Customer Information 70
     Section L: Innovators Circle 71
     Section M: Conclusion/Incentive Information 72
     Thank You Page 73		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0104932021en_US
dc.subject (關鍵詞) 國際網路及資安科技供應商zh_TW
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) SERVQUALzh_TW
dc.subject (關鍵詞) Networking Vendoren_US
dc.subject (關鍵詞) Service Qualityen_US
dc.subject (關鍵詞) SERVQUALen_US
dc.title (題名) 國際網路及資安科技業者在地服務品質與客戶滿意度之研究：以 J公司為例zh_TW
dc.title (題名) Assessing the Worldwide Service Quality and Customer Satisfaction of Networking Vendor in Taiwan: The Case of Company Jen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 參考文獻
     吳仁煌（2017）新購屋客戶購買家電之偏好研究-以AIP家電為例: 國立高雄科技大學企業管理系碩士在職專班研究生
     吳世陽 (2013), 服務創新、服務品質、顧客滿意度與顧客忠誠度關聯性之研究 —以中華電信MOD客戶為例, 國立高雄應用科技大學企業管理系高階經營管理研究所研究生
     李欣怡（2007），延遲原因資訊與服務補救對歸因可控制性與顧客反應之影響：以台鐵為例, 國立交通大學運輸及管理研究所碩士論文。
     侯文堅 (2000), 售後服務品質、關係品質與顧客忠誠度關係之研究－以華碩筆記型電腦為例, 國立交通大學管理研究所碩士論文。
     洪順慶，市場導向文化與內部市場導向對員工市場導向行為與服務績效之影響，2016-01-31, https://ah.nccu.edu.tw/bitstream/140.119/109696/1/103-2410-H-004-114.pdf
     秦儀庭, 101.12.07，彰雲嘉大學校院聯盟學術研討會。PZB 服務品質模型探討服務品質與顧客滿意度之研究。Page 5。
     蕭吟珊(2010), 退貨服務品質對「顧客忠誠度」影響之研究-以新竹大潤發為例, 育達商業科技大學, [行銷與流通管理系所] 博碩士論文。
     Anderson, E. W. and Sullivan, M. W. (1993), “The antecedents and consequences of customer satisfaction for firms,” Marketing Science, Vol. 12, pp.125-143.
     Bell, S. J., Seigyoung, A., & Karen, S. (2005). Customer relation- ship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169-183.
     Bitner, M. J. (1990), “Evaluating Service Encounters: The Effect of Physical Surrounding and Employee Responses”, Journal of Marketing, pp.66-82.
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     Professor Michael R. Wade, Professor of Innovation and Strategy
     Cisco Chair in Digital Business Transformation. https://www.imd.org/centers/global-center-digital-business-transformation/
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dc.identifier.doi (DOI) 10.6814/NCCU202201181en_US