| dc.contributor.advisor | 祝鳳岡 | zh_TW |
| dc.contributor.author (Authors) | 陳孟莉 | zh_TW |
| dc.creator (作者) | 陳孟莉 | zh_TW |
| dc.date (日期) | 2008 | en_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) | G0095932328 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/30856 | - |
| 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) | 95932328 | zh_TW |
| dc.description (描述) | 97 | zh_TW |
| dc.description.abstract (摘要) | 工業電腦產業發展至今已經數十年了，為利基型產業，「硬體平台」ㄧ直是工業電腦廠商的主要營收來源，近年來因產業特質及獲利率高而受到矚目，吸引不少消費性電腦大廠相繼進入市場，競爭非常激烈。「軟體服務」為工業電腦產業新崛起之重要差異化策略，各大工業電腦業者對於軟體服務模式還在摸索階段，由於是新起的產業服務策略模式，目前對於工業電腦軟體服務在服務品質、服務失誤、服務補救對顧客滿意度所造成影響的研究幾乎沒有。本研究是由服務品質、服務失誤、服務補救各構面來探討與顧客滿意度之因果，透過因素分析探討軟體服務的重要服務品質要素、服務失誤類型與服務補救方式，並藉由迴歸分析來探討服務品質與服務失誤的關連性及服務失誤與服務補救的關聯。本研究是以工業電腦軟體服務之客戶為調查對象，發放問卷進行分析，並針對兩家國內主要工業電腦廠商進行深入訪談。研究結果發現：1.工業電腦軟體服務之服務品質與整體滿意度有顯著關係；2.工業電腦軟體服務失誤與整體滿意度有顯著關係，降低服務失誤可以提升整體滿意度。3.工業電腦軟體服務是可以透過服務補救來增加客戶滿意度； 4.工業電腦軟體服務在服務失誤發生時，可以透過服務補救來提升整體滿意度。 | zh_TW |
| dc.description.abstract (摘要) | 中文摘要 Ⅰ 英文摘要 Ⅱ 誌 謝 Ⅲ 目 錄 IV 圖表索引 VII 第一章 緒論 1 第二章 文獻探討 7 第三章 研究方法 32 第四章 實證結果與討論 45 第五章 結論與建議 66 參考文獻 72 附錄一 78 附錄二 83 | - |
| dc.description.tableofcontents | 中文摘要 Ⅰ 英文摘要 Ⅱ 誌 謝 Ⅲ 目 錄 IV 圖表索引 VII 第一章 緒論 1 第二章 文獻探討 7 第三章 研究方法 32 第四章 實證結果與討論 45 第五章 結論與建議 66 參考文獻 72 附錄一 78 附錄二 83 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0095932328 | en_US |
| dc.subject (關鍵詞) | 服務品質 | zh_TW |
| dc.subject (關鍵詞) | 服務失誤 | zh_TW |
| dc.subject (關鍵詞) | 服務補救 | zh_TW |
| dc.subject (關鍵詞) | 顧客滿意度 | zh_TW |
| dc.title (題名) | 「服務品質」、「服務失誤」及「服務補救」對顧客滿意度之影響- 以工業電腦軟體服務為例 | zh_TW |
| dc.title (題名) | The Influence of service quality, service failure and recovery on customer satisfaction-The case of IPC software service | en_US |
| dc.type (資料類型) | thesis | en |
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