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題名 產品開發流程、顧客參與與顧客滿意度之研究
作者 林佳弘
貢獻者 祝鳳岡
林佳弘
關鍵詞 服務創新
顧客參與
顧客滿意度
產品開發
日期 2008
上傳時間 2009-09-14
摘要 本研究探討台灣的筆記型電腦製造業中，廠商之產品開發流程與顧客參與，對於顧客滿意度、顧客忠誠度間之關係及影響因素，以供應商線材廠商為例，以期提供相關廠商及產業策略發展之參考。
     
     本研究採問卷調查與深度訪談方式進行研究，問卷調查方面，共取得180份有效問卷，並運用敘述性統計、t檢定、單因子變異數分析(one-way ANOVA)、相關分析與迴歸分析，將資料進行統計分析及獲得假設驗證；深度訪談方面，藉由訪談專業人士，探索筆記型電腦廠商對於線材廠商之觀點。
     
     研究結果得知，顧客對於廠商提供之產品開發流程以及顧客參與，均對於顧客之滿意度、顧客忠誠度有影響，且呈現正向相關之關係。此外，顧客對個案廠商之滿意度及忠誠度，受人口統計變項中之職務類別、職級等變項之影響；而顧客之忠誠度，不受人口統計變項之年齡、年資、及教育程度之影響。
     
     提高顧客潛在的「附加價值」，本研究認為應從公司基本的「產品服務」上著手、從日常的「顧客參與」管理上著手。依據不同職級的研發人員，提供客製化的服務，且能提供前期的預防措施。一線研發人員：強化產品的品質，強化技術應用的支援，提供即時且立即的回應；一線研發主管：提供完整的、配套的產品服務，以支援專案的發展，並能夠立即的回應問題；中階研發主管：滿足一線人員、主管日常執行上的需求，提供前期預警，避免危機的發生；針對問題，提供立即、有效的處理；高階研發主管：針對策略面、經營面，提供符合客戶績效上的配合。
第一章 緒論 10
     第一節 研究背景與動機 10
     第二節 研究目的 10
     第三節 論文架構 10
     第四節 名詞解釋 11
     第二章 文獻探討 13
     第一節 產品及服務創新 13
     第二節 顧客參與 15
     第三節 顧客滿意度 17
     第四節 顧客忠誠度 18
     第五節 新產品開發 19
     第六節 筆記型電腦產業、供應鏈現況 46
     第三章 研究方法 56
     第一節 研究架構 56
     第二節 研究假設 56
     第三節 變數操作定義及問卷設計 58
     第五節 界定研究範圍、對象以及抽樣方法 62
     第六節 統計分析方法 63
     第四章 資料分析與結果 66
     第一節 信度與效度分析 66
     第二節 敘述統計 67
     第三節 假設檢定 72
     第四節 深度訪談 88
     第五章 結論與建議 91
     第一節 結論 91
     第二節 建議 93
     第六章 參考文獻 95
     附錄一 訪談問卷 100
     附錄二 深度訪談問題題綱 103
     
     圖 1：1999-2012 年預估全球電腦出貨量 45
     圖 2：1999-2012 年預估全球電腦出貨分配比例及筆記型電腦替代率之年成長率 46
     圖 3：2009年預估筆記型電腦品牌、代工廠之成長率、相對市佔率矩陣 50
     圖 4：產品：Internal Cables for Notebook 51
     圖 5：產品：External Cables for Notebook 52
     圖 6：2009年預估產品市場總值 52
     圖 7：產業價值鏈及廠商之產業位置 53
     圖 9：研究架構 55
     圖 10：研究架構及統計分析模式 57
     
     
     表 1：2004-2009年預估十大筆記型電腦品牌出貨量 47
     表 2：2009年預估筆記型電腦品牌及系統廠代工矩陣 48
     表 3：2008-2009年預估筆記型電腦品牌及系統廠代工矩陣之變化及成長率 49
     表 4：專案開發流程 54
     表 5：問卷題目設計—產品開發流程衡量指標 58
     表 6：問卷題目設計—顧客參與衡量指標 59
     表 7：問卷題目設計—顧客滿意度衡量指標 60
     表 8：問卷題目設計—顧客忠誠度衡量指標 61
     表 9：問卷題目設計—人口統計變數 61
     表 10：問卷各構面之信度分析 65
     表 11：問卷各構面之效度分析 66
     表 12：敘述統計—產品開發流程衡量指標 67
     表 13：敘述統計—顧客參與衡量指標 68
     表 14：敘述統計—顧客滿意度及顧客忠誠度衡量指標 69
     表 15：敘述統計—變數之構面及子構面 70
     表 16：敘述統計—人口變項 71
     表 17：假設檢定結果 86
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描述 碩士
國立政治大學
管理碩士學程(AMBA)
94932305
97
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0094932305
資料類型 thesis
dc.contributor.advisor 祝鳳岡zh_TW
dc.contributor.author (Authors) 林佳弘zh_TW
dc.creator (作者) 林佳弘zh_TW
dc.date (日期) 2008en_US
dc.date.accessioned 2009-09-14-
dc.date.available 2009-09-14-
dc.date.issued (上傳時間) 2009-09-14-
dc.identifier (Other Identifiers) G0094932305en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/30834-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 管理碩士學程(AMBA)zh_TW
dc.description (描述) 94932305zh_TW
dc.description (描述) 97zh_TW
dc.description.abstract (摘要) 本研究探討台灣的筆記型電腦製造業中，廠商之產品開發流程與顧客參與，對於顧客滿意度、顧客忠誠度間之關係及影響因素，以供應商線材廠商為例，以期提供相關廠商及產業策略發展之參考。
     
     本研究採問卷調查與深度訪談方式進行研究，問卷調查方面，共取得180份有效問卷，並運用敘述性統計、t檢定、單因子變異數分析(one-way ANOVA)、相關分析與迴歸分析，將資料進行統計分析及獲得假設驗證；深度訪談方面，藉由訪談專業人士，探索筆記型電腦廠商對於線材廠商之觀點。
     
     研究結果得知，顧客對於廠商提供之產品開發流程以及顧客參與，均對於顧客之滿意度、顧客忠誠度有影響，且呈現正向相關之關係。此外，顧客對個案廠商之滿意度及忠誠度，受人口統計變項中之職務類別、職級等變項之影響；而顧客之忠誠度，不受人口統計變項之年齡、年資、及教育程度之影響。
     
     提高顧客潛在的「附加價值」，本研究認為應從公司基本的「產品服務」上著手、從日常的「顧客參與」管理上著手。依據不同職級的研發人員，提供客製化的服務，且能提供前期的預防措施。一線研發人員：強化產品的品質，強化技術應用的支援，提供即時且立即的回應；一線研發主管：提供完整的、配套的產品服務，以支援專案的發展，並能夠立即的回應問題；中階研發主管：滿足一線人員、主管日常執行上的需求，提供前期預警，避免危機的發生；針對問題，提供立即、有效的處理；高階研發主管：針對策略面、經營面，提供符合客戶績效上的配合。		zh_TW
dc.description.abstract (摘要) 第一章 緒論 10
     第一節 研究背景與動機 10
     第二節 研究目的 10
     第三節 論文架構 10
     第四節 名詞解釋 11
     第二章 文獻探討 13
     第一節 產品及服務創新 13
     第二節 顧客參與 15
     第三節 顧客滿意度 17
     第四節 顧客忠誠度 18
     第五節 新產品開發 19
     第六節 筆記型電腦產業、供應鏈現況 46
     第三章 研究方法 56
     第一節 研究架構 56
     第二節 研究假設 56
     第三節 變數操作定義及問卷設計 58
     第五節 界定研究範圍、對象以及抽樣方法 62
     第六節 統計分析方法 63
     第四章 資料分析與結果 66
     第一節 信度與效度分析 66
     第二節 敘述統計 67
     第三節 假設檢定 72
     第四節 深度訪談 88
     第五章 結論與建議 91
     第一節 結論 91
     第二節 建議 93
     第六章 參考文獻 95
     附錄一 訪談問卷 100
     附錄二 深度訪談問題題綱 103
     
     圖 1：1999-2012 年預估全球電腦出貨量 45
     圖 2：1999-2012 年預估全球電腦出貨分配比例及筆記型電腦替代率之年成長率 46
     圖 3：2009年預估筆記型電腦品牌、代工廠之成長率、相對市佔率矩陣 50
     圖 4：產品：Internal Cables for Notebook 51
     圖 5：產品：External Cables for Notebook 52
     圖 6：2009年預估產品市場總值 52
     圖 7：產業價值鏈及廠商之產業位置 53
     圖 9：研究架構 55
     圖 10：研究架構及統計分析模式 57
     
     
     表 1：2004-2009年預估十大筆記型電腦品牌出貨量 47
     表 2：2009年預估筆記型電腦品牌及系統廠代工矩陣 48
     表 3：2008-2009年預估筆記型電腦品牌及系統廠代工矩陣之變化及成長率 49
     表 4：專案開發流程 54
     表 5：問卷題目設計—產品開發流程衡量指標 58
     表 6：問卷題目設計—顧客參與衡量指標 59
     表 7：問卷題目設計—顧客滿意度衡量指標 60
     表 8：問卷題目設計—顧客忠誠度衡量指標 61
     表 9：問卷題目設計—人口統計變數 61
     表 10：問卷各構面之信度分析 65
     表 11：問卷各構面之效度分析 66
     表 12：敘述統計—產品開發流程衡量指標 67
     表 13：敘述統計—顧客參與衡量指標 68
     表 14：敘述統計—顧客滿意度及顧客忠誠度衡量指標 69
     表 15：敘述統計—變數之構面及子構面 70
     表 16：敘述統計—人口變項 71
     表 17：假設檢定結果 86		-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0094932305en_US
dc.subject (關鍵詞) 服務創新zh_TW
dc.subject (關鍵詞) 顧客參與zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) 產品開發zh_TW
dc.title (題名) 產品開發流程、顧客參與與顧客滿意度之研究zh_TW
dc.type (資料類型) thesisen
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