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題名 半導體產業之資訊科技應用、服務品質、顧客滿意度及顧客忠誠度關係之研究—以半導體材料及設備通路產業為例
作者 陳禹成
Chen, Yu-Cheng
貢獻者 李易諭
Lee, Yi-Yu
陳禹成
Chen, Yu-Cheng
關鍵詞 半導體通路商
資訊科技應用
服務品質
顧客滿意度
顧客忠誠度
線性結構模式
Semiconductor Distributor
Information Technology Application
Service Quality
Customer Satisfaction
Customer Loyalty
Linear Structural Model
日期 2004
上傳時間 18-Sep-2009 19:56:55 (UTC+8)
摘要 二十一世紀是講求通路效率及服務的年代，半導體材料及設備通路商在產業中所扮演的角色越趨重要，加上網際網路與資訊科技的蓬勃發展，對於企業而言，如何應用資訊科技技術以改善對顧客的服務並增加顧客的滿意度，已經成為每個成長中的企業所重視的課題，而介於半導體上游原物料及設備製造商與下游相關半導體製造商間的通路商，主要即在取得原廠的銷售代理權並整合銷售及售後服務等工作，將代理的產品透過服務達到加值，使得上游製造商可以專注於材料及設備的研發與製造，而通路商本身則透過對下游半導體製造業提供良好的服務品質，以創造下游顧客的滿意度，進而提高顧客的忠誠度。因此，如何透過資訊科技的應用及優越的服務品質，來提升顧客的滿意度，進而使顧客具有忠誠度，已經成為以強化整體銷售服務來創造競爭力的通路商所必須重視的課題。

本研究即在探討半導體材料及設備通路產業之資訊科技應用對於服務品質及顧客滿意度之影響，更進一步探討服務品質對顧客滿意度與顧客忠誠度的影響。因此，本研究以國內半導體材料及設備通路商為研究對象，對其資訊科技應用、服務品質、顧客滿意度及顧客忠誠度做一整合驗證性的研究，並利用線性結構相關模式(LISREL)來探討四個構面間的關係，在半導體材料及設備通路產業中，所得到的結論如下：

一、資訊科技應用對服務品質有顯著的正向關係。
二、資訊科技應用對顧客滿意度不具顯著的正向關係。
三、服務品質對顧客滿意度有顯著的正向關係。
四、服務品質對顧客忠誠度不具顯著的正向關係。
五、顧客滿意度對顧客忠誠度有顯著的正向關係。
21 Century is the time for the emphasis on the channel efficiency and services and the roles of the semiconductor distributors in semiconductor material and equipments industry have become more and more important as a result. Due to the flourish developments in the internet and information technology, how to make good use of the information technology in order to improve the service for the customers and further increase the customers’ satisfaction is the crucial issue to any growing enterprises. The semiconductor distributors mainly act as the sale agents of the semiconductor material and equipments industry and provide the function to integrate the sale and after-sale services. By doing so, it has increased the value of the products through these services. In addition, it makes the manufacturers of the upstream in the semiconductor material and equipments industry concentrate on the R&D and manufacture field. On the other hand, the semiconductor distributors themselves have focally developed the customers’ satisfaction and further enhanced the customers’ loyalty by providing great service quality. Therefore, how to elevate the customers’ satisfaction and own the customers’ loyalty through the application of information technology and excellent service has become a must for the semiconductor distributors that would like to reinforce their aggregate sale services in order to have competition advantages.

This paper addresses the influences of the information technology application on the service quality and the customers’ satisfaction of the semiconductor distributors in the material and equipments industry. Moreover, it further investigates the influences of the service quality on the customers’ satisfaction and the customers’ loyalty. This paper uses the semiconductor distributors in Taiwan as the research targets and makes a completed discussion on the information technology application, service quality, customers’ satisfaction and customers’ loyalty. Besides, there are following conclusions by using the linear structural model to exam the correlations among four aspects.

1.There is a significant positive correlation between information technology application and service quality.
2.There is an insignificant positive correlation between information technology application and customers’ satisfaction.
3.There is a significant positive correlation between service quality and customers’ satisfaction.
4.There is an insignificant positive correlation between service quality and customers’ satisfaction.
5.There is a significant positive correlation between customers’ satisfaction and customers’ loyalty.
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88.Zwass, V. (1992), Management Information Systems, Dubuque: Wm. C. Brown, pp.144-160.
三、網站部份
1.公開資訊觀測站，網址：http://mops.tse.com.tw/
2.台北市電子零件商業同業公會，網址：http://www.tecsa.org.tw/
3.台灣半導體產業協會，網址：http://www.tsia.org.tw/
4.台灣經濟研究院，網址：http://www.tier.org.tw/
5.平面顯示器產業資訊網，網址：http://www.display.org.tw/
6.帆宣系統科技股份有限公司，網址：http://www.micb2b.com/
7.拓樸產業研究所，網址：http://www.topology.com.tw/
8.崇越科技股份有限公司，網址：http://www.topco.com.tw/
9.產業技術資訊服務網，網址：http://www.itis.org.tw/
10.華立企業股份有限公司，網址：http://www.wahlee.com.tw/
11.經濟部工業局，網址：http://www.moeaidb.gov.tw/
12.經濟部工業局半導體產業推動辦公室，網址：http://www.sipo.org.tw/
13.電子時報，網址：http://www.digitimes.com.tw/
描述 碩士
國立政治大學
企業管理研究所
92355076
93
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0923550761
資料類型 thesis
dc.contributor.advisor 李易諭zh_TW
dc.contributor.advisor Lee, Yi-Yuen_US
dc.contributor.author (Authors) 陳禹成zh_TW
dc.contributor.author (Authors) Chen, Yu-Chengen_US
dc.creator (作者) 陳禹成zh_TW
dc.creator (作者) Chen, Yu-Chengen_US
dc.date (日期) 2004en_US
dc.date.accessioned 18-Sep-2009 19:56:55 (UTC+8)-
dc.date.available 18-Sep-2009 19:56:55 (UTC+8)-
dc.date.issued (上傳時間) 18-Sep-2009 19:56:55 (UTC+8)-
dc.identifier (Other Identifiers) G0923550761en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/36854-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 92355076zh_TW
dc.description (描述) 93zh_TW
dc.description.abstract (摘要) 二十一世紀是講求通路效率及服務的年代，半導體材料及設備通路商在產業中所扮演的角色越趨重要，加上網際網路與資訊科技的蓬勃發展，對於企業而言，如何應用資訊科技技術以改善對顧客的服務並增加顧客的滿意度，已經成為每個成長中的企業所重視的課題，而介於半導體上游原物料及設備製造商與下游相關半導體製造商間的通路商，主要即在取得原廠的銷售代理權並整合銷售及售後服務等工作，將代理的產品透過服務達到加值，使得上游製造商可以專注於材料及設備的研發與製造，而通路商本身則透過對下游半導體製造業提供良好的服務品質，以創造下游顧客的滿意度，進而提高顧客的忠誠度。因此，如何透過資訊科技的應用及優越的服務品質，來提升顧客的滿意度，進而使顧客具有忠誠度，已經成為以強化整體銷售服務來創造競爭力的通路商所必須重視的課題。

本研究即在探討半導體材料及設備通路產業之資訊科技應用對於服務品質及顧客滿意度之影響，更進一步探討服務品質對顧客滿意度與顧客忠誠度的影響。因此，本研究以國內半導體材料及設備通路商為研究對象，對其資訊科技應用、服務品質、顧客滿意度及顧客忠誠度做一整合驗證性的研究，並利用線性結構相關模式(LISREL)來探討四個構面間的關係，在半導體材料及設備通路產業中，所得到的結論如下：

一、資訊科技應用對服務品質有顯著的正向關係。
二、資訊科技應用對顧客滿意度不具顯著的正向關係。
三、服務品質對顧客滿意度有顯著的正向關係。
四、服務品質對顧客忠誠度不具顯著的正向關係。
五、顧客滿意度對顧客忠誠度有顯著的正向關係。		zh_TW
dc.description.abstract (摘要) 21 Century is the time for the emphasis on the channel efficiency and services and the roles of the semiconductor distributors in semiconductor material and equipments industry have become more and more important as a result. Due to the flourish developments in the internet and information technology, how to make good use of the information technology in order to improve the service for the customers and further increase the customers’ satisfaction is the crucial issue to any growing enterprises. The semiconductor distributors mainly act as the sale agents of the semiconductor material and equipments industry and provide the function to integrate the sale and after-sale services. By doing so, it has increased the value of the products through these services. In addition, it makes the manufacturers of the upstream in the semiconductor material and equipments industry concentrate on the R&D and manufacture field. On the other hand, the semiconductor distributors themselves have focally developed the customers’ satisfaction and further enhanced the customers’ loyalty by providing great service quality. Therefore, how to elevate the customers’ satisfaction and own the customers’ loyalty through the application of information technology and excellent service has become a must for the semiconductor distributors that would like to reinforce their aggregate sale services in order to have competition advantages.

This paper addresses the influences of the information technology application on the service quality and the customers’ satisfaction of the semiconductor distributors in the material and equipments industry. Moreover, it further investigates the influences of the service quality on the customers’ satisfaction and the customers’ loyalty. This paper uses the semiconductor distributors in Taiwan as the research targets and makes a completed discussion on the information technology application, service quality, customers’ satisfaction and customers’ loyalty. Besides, there are following conclusions by using the linear structural model to exam the correlations among four aspects.

1.There is a significant positive correlation between information technology application and service quality.
2.There is an insignificant positive correlation between information technology application and customers’ satisfaction.
3.There is a significant positive correlation between service quality and customers’ satisfaction.
4.There is an insignificant positive correlation between service quality and customers’ satisfaction.
5.There is a significant positive correlation between customers’ satisfaction and customers’ loyalty.		en_US
dc.description.tableofcontents 謝辭 I
中文摘要 III
英文摘要 IV
目錄 VI
圖目錄 IX
表目錄 X
第一章□□□ 1
第一節□膍s背景與動機 1
第二節□膍s目的 3
第三節□膍s對象及範圍 4
第四節□膍s流程 5
第五節 論文章節架構 8
第二章□暰m探討 10
第一節 資訊科技應用 10
一、資訊科技之定義 10
二、資訊科技應用之衡量方式 11
第二節 服務品質 13
一、服務之定義 13
二、服務之特性 14
三、服務品質之定義 15
四、服務品質之構面 17
五、服務品質模式 21
六、服務品質的衡量方式 25
第三節 顧客滿意度 28
一、顧客滿意度的定義 28
二、顧客滿意度的衡量尺度 29
三、顧客滿意度的衡量構面 30
第四節 顧客忠誠度 31
一、顧客忠誠度之定義 31
二、顧客忠誠度之衡量方式 32
第三章 半導體產業概述 33
第一節 半導體產品定義與分類 33
第二節 半導體產業特性分析 35
一、需求面 36
二、供給面 37
第三節 台灣半導體產業發展現況與趨勢 40
一、台灣半導體產業之產值與營運附加價值 40
二、台灣半導體產業產值佔全球產值之比例 41
三、台灣半導體產業之廠商分布 42
第四節 台灣主要半導體製造廠商現況 45
一、晶圓代工廠商－台積電、聯電 45
二、DRAM製造商－華邦、力晶、茂德、南科 46
第五節 台灣主要半導體材料及設備通路商 47
一、崇越 47
二、華立 49
三、帆宣 50
第四章 研究方法 53
第一節 研究架構 53
第二節 研究假設 55
一、資訊科技應用與服務品質及顧客滿意度之關聯性 55
二、服務品質與顧客滿意度及顧客忠誠度之關聯性 56
三、顧客滿意度與顧客忠誠度之關聯性 57
第三節 研究變數之操作性定義與衡量方式 59
一、資訊科技應用 59
二、服務品質 59
三、顧客滿意度 60
四、顧客忠誠度 60
第四節 問卷設計與抽樣 61
一、問卷設計 61
二、抽樣設計 63
第五節 資料分析方式 65
一、各研究變項基本分析 65
二、整體模式之資料分析 66
三、LISREL架構分析 70
第五章 研究分析與結果 72
第一節 樣本結構分析 72
一、樣本基本資料 72
二、受訪者基本資料 74
第二節 敘述性統計分析 76
一、資訊科技應用 76
二、服務品質 77
三、顧客滿意度 78
四、顧客忠誠度 79
五、綜合敘述分析 80
第三節 信度與效度分析 81
一、信度分析 81
二、效度分析 82
第四節 相關分析 84
第五節 LISREL模式分析 85
一、模式適配度分析 85
二、基本模式適配度分析 85
三、整體適配度分析 87
四、模式內在品質適配度分析 90
五、模式分析結果 92
第六節 整體模式路徑圖 93
第七節 研究假設與驗證結果 95
第六章 結論與建議 97
第一節 研究結論 97
一、資訊科技應用對服務品質及顧客滿意度之影響 97
二、服務品質對顧客滿意度及顧客忠誠度之影響 98
三、顧客滿意度對顧客忠誠度之影響 98
四、整體模式的驗證結果分析 99
第二節 研究貢獻 100
一、對學術界而言 100
二、對實務界而言 100
第三節 研究限制 101
第四節 後續研究建議 102
參考文獻 103
附錄－研究問卷 112

圖目錄
圖1-1 研究流程圖 5
圖1-2 論文章節架構圖 8
圖2-1 服務品質的觀念性模式 21
圖2-2 整體認知服務品質模式 24
圖3-1 半導體產品分類 33
圖3-2 半導體產業生產流程 34
圖3-3 半導體產業於1994年至2004年之市場規模 35
圖3-4 半導體產業與GDP於1994年至2004年之年成長率 36
圖3-5 1980至2004年全球電子產品與半導體需求年成長率 37
圖3-6 晶圓廠建廠成本 38
圖3-7 1995至2004年半導體產值與資本支出年成長率 39
圖4-1 本研究的觀念性架構 54
圖4-2 問卷研擬過程 61
圖4-3 LISREL分析流程 67
圖4-4 本研究LISREL架構理論模式分析 70
圖5-1 Q-plot圖 88
圖5-2 整體模式路徑圖 93

表目錄
表2-1 資訊科技服務之衡量因素 12
表2-2 服務之定義 13
表2-3 服務之特性 14
表2-4 服務品質之定義 15
表2-5 服務品質之構面 20
表2-6 新舊SERVQUAL量表之構面對照表 25
表2-7 SERVQUAL量表之構面及衡量項目 26
表2-8 服務品質量表之比較 27
表2-9 顧客滿意度之定義 28
表2-10 顧客忠誠度之定義 31
表2-11 顧客忠誠度之衡量 32
表3-1 全球半導體產值與資本支出金額 39
表3-2 台灣半導體產業產值統計與預估 41
表3-3 台灣半導體產值與全球半導體產值金額 41
表3-4 台灣半導體產業廠商分布 42
表3-5 全球晶圓代工市場規模與台灣廠商市場地位 45
表3-6 崇越93年度各產品線營收比重 47
表3-7 華立93年度各產品線營收比重 49
表3-8 帆宣93年度各產品線營收比重 51
表4-1 本研究有關變數之操作型定義與衡量方式彙總 62
表4-2 觀察變項參數表 71
表5-1 樣本所屬之半導體材料及設備通路商分佈 72
表5-2 半導體產業之樣本數分佈 73
表5-3 光電產業之樣本數分佈 73
表5-4 主要採購產品類別之樣本數分佈 74
表5-5 受訪者所屬之職務類別 74
表5-6 受訪者所屬之職務等級 75
表5-7 敘述統計分析表—資訊科技應用 76
表5-8 敘述統計分析表－服務品質 77
表5-9 敘述統計分析—顧客滿意度 78
表5-10 敘述統計分析—顧客忠誠度 79
表5-11 各構面敘述統計分析表 80
表5-12 各研究構面之Cronbach α值 81
表5-13 各研究構面之平均變異抽取量 82
表5-14 潛在變項的成份信度 82
表5-15 構面相關矩陣分析 84
表5-16 誤差變項統計表 86
表5-17 因素負荷量統計表 87
表5-18 個別項目的信度(SMC)統計表 90
表5-19 各研究構面之平均變異抽取量統計表 91
表5-20 潛在變項的成份信度統計表 91
表5-21 模式適配度評鑑表 92
表5-22 各變項之間的路徑關係與影響程度的參數估計值 94		zh_TW
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dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0923550761en_US
dc.subject (關鍵詞) 半導體通路商zh_TW
dc.subject (關鍵詞) 資訊科技應用zh_TW
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) 顧客忠誠度zh_TW
dc.subject (關鍵詞) 線性結構模式zh_TW
dc.subject (關鍵詞) Semiconductor Distributoren_US
dc.subject (關鍵詞) Information Technology Applicationen_US
dc.subject (關鍵詞) Service Qualityen_US
dc.subject (關鍵詞) Customer Satisfactionen_US
dc.subject (關鍵詞) Customer Loyaltyen_US
dc.subject (關鍵詞) Linear Structural Modelen_US
dc.title (題名) 半導體產業之資訊科技應用、服務品質、顧客滿意度及顧客忠誠度關係之研究—以半導體材料及設備通路產業為例zh_TW
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 一、中文部分zh_TW
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