1. NCCU Academic Hub
  2. 學術產出
  3. 商學院
  4. 學位論文
  5. Item

學術產出-學位論文

文章檢視/開啟

書目匯出

Google ScholarTM

政大圖書館

引文資訊

TAIR相關學術產出

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 18-九月-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.
參考文獻 一、中文部分
1.王精文、沙俊豪(2000)，「綜合證券商服務品質與業績績效關係之研究」，企業管理學報，第48期，頁27-58。
2.盧淵源譯(1986)，杉本辰夫著，「事務、營業、服務的品質管制」，台北：中華顧問公司。
3.周文賢(2002)，「多變量統計分析：SAS/STAT使用方法」，台北：智勝文化。
4.林怡菁(2004)，「資訊科技服務對服務品質與關係品質影響之研究－以旅館業為例」，大葉大學工業關係研究所碩士論文。
5.林陽助(1996)，「顧客滿意決定模式與效果之研究－台灣自用小客車之實證」，國立台灣大學商學研究所博士論文。
6.林陽助(2003)，「服務行銷」，台北：新陸書局。
7.陳耀茂譯(2000)，近滕隆雄著，「服務管理」，第一版，台北：書泉出版社。
8.邱皓政(2003)，「結構方程式：LISREL的理論、技術與應用」，台北：雙葉書廊。
9.洪順慶(2003)，「從心行銷－從滿意到愛慕的服務秘訣」，台北：天下出版社。
10.洪瑞英(2004)，「顧客導向、服務品質、顧客價值與顧客滿意度之關聯性研究－以花蓮地區國際觀光旅館為例」，國立東華大學企業管理研究所碩士論文。
11.翁崇雄(1993)，「評量服務品質與服務價值之研究－以銀行業為實證對象」，國立台灣大學商學研究所博士論文。
12.高銘聰(2002)，「台灣半導體通路產業分析與通路商轉型創新研究」，國立政治大學經營管理碩士學程碩士論文。
13.張文潭(2003)，「電子零組件通路商未來發展策略之個案研究」，國立政治大學商學院經營管理碩士論文。
14.謝森展譯(1989)，淺井慶三郎、清水滋著，「服務行銷管理」，台北：創意力文化事業公司，。
15.郭德賓(1999)，「服務業顧客滿意評量模式之研究」，中山大學企業管理研究所博士論文。
16.郭錦榮(2003)，「導入策略資訊科技之組織轉型、組織核心資源調整與競爭優勢之關係研究」，國立台北大學企業管理學系在職專班碩士論文。
17.陳智德(2002)，「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」，國立成功大學企業管理研究所碩士論文。
18.陳進丁(2004)，「固網通信服務品質之顧客滿意度、後續行為研究－以中華電信高雄市市內電話用戶為例」，義守大學工業工程與管理學系碩士論文。
19.陳順宇(2000)，「多變量分析」，台北：華泰書局。
20.楊忠銘(2005)，「網路教學品質、品牌形象對顧客滿意與行為意向之研究－以政大公企網路學院為例」，國立政治大學企業管理研究所碩士論文。
21.葉國荃(1998)，「台灣資訊產品通路分析及發展趨勢研究」，大葉大學事業經營研究所碩士論文。
22.鄒宜真(2004)，「運用線性結構模式探討網路商店之服務品質、顧客滿意度、顧客忠誠度與消費者特性關係之研究」，國立東華大學企業管理研究所碩士論文。
23.劉崇義(2001)，「顧客滿意之研究－以壽險業為例，」中原大學企業管理研究所碩士論文。
24.蔡智鏗(2005)，「研發專案中工作環境、專案領導人能力、團隊運作與研發專案績效關係之研究－以IC設計產業為例」，國立政治大學企業管理研究所碩士論文。
25.鄭少禎(2004)，「6σ管理系統中工作環境、專案領導人能力、團隊運作與專案績效影響之研究」，國立政治大學企業管理研究所碩士論文。
26.關芝穎(2004)，「百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活型態關係之研究－以台北市地區為例」，國立東華大學企業管理研究所碩士論文。
27.蘇元含(2003)，「運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響—以中油加油站為例」，國立東華大學企業管理研究所碩士論文。
28.蘇雲華(1996)，「服務品質衡量方法之比較」，國立中山大學企業管理研究所博士論文。
二、英文部分
1.Anderson, E. W., & Sullivan, M. W. (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, 12(2), pp.125-143.
2.Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994), “Customer Satisfaction, Market Share and Profitability: Findings from Sweden,” Journal of Marketing, 58(3), pp.53-66.
3.Bagozzi, R. P. & Yi, Y. (1988), “On the Evaluation of Structural Equation Models,” Academic of Marketing Science, 16(spring), 1, pp.74-94.
4.Berkley, B. & Gupta, A. (1994), “Improving Service Quality with Information Technology,” International Journal of Information Management, 14, pp.109-121.
5.Bhote, K. R. (1996), “Beyond Customer Satisfaction to Customer Loyalty-The Key to Greater Profitability,” American Management Association, New York, pp.31.
6.Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000), “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, 28(1), pp.138-149.
7.Bolton, R. N., & Drew, J. H. (1991), “A Multistage Model of Customers’ Assessments of Service Quality,” Journal of Consumer Research, 17(4), pp.375-385.
8.Bonfield, P. (1996), “IT Helps Satisfy Customer Needs,” Management Today, December, pp.5.
9.Bowen, J. T., & Shoemaker, S., (1998), “Loyalty: A Strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, pp.12-25.
10.Boynton, A. C. & Zmud, R. W. (1987), “IT Planning in 1990’s: Direction for Practice and Research,” MIS Quarterly, pp.59-71.
11.Brown, T. J., Churchill, J., & Peter, J. P. (1993), “Research note: Improving the measurement of service quality,” Journal of Retailing, 69(1), pp.127-139.
12.Cardozo, R. N. (1965), “An Experimental Study of Customer Effort, Expection and Satisfaction,” Journal of Marketing Research, 2, pp.244-249.
13.Chakravarty, S., Feinberg, R. and Widdow, R. (1997), “Reasons for Their Discountent,” Bank Marketing, 29(11), pp.49-52.
14.Child, J. (1987), “Information Technology, Organization, and Response to Strategic Challenges,” California Management Review, fall, pp.33-50.
15.Churchill, G. A., & Suprenant, C. (1982), “An Investigation into the Determinants of Customer Satisfaction,” Journal of Marketing Research, 19(4), pp.491-504.
16.Cline, K. (1997), “Call Centers: the Heart of Direct Banking,” Banking Strategies , November/December, pp.88-96.
17.Crepiel, J. A., & Rosenberg, L. J. (1977), “Consumer Satisfaction: Concept and Measurement,” Journal of Academy Marketing Science, 5(4), pp.403-411.
18.Cronin, J. J., & Taylor, S. A. (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, pp.55-68.
19.Czepiel, J. A. & Rosenberg, L. J. (1976), Consumer Satisfaction: Toward an Integrative Framework, Proceedings of the Southern Marketing Association, pp.169-171.
20.Dabholkar, P. A. (1996), “Consumer Evaluations of New Technology-Based Self-Service Option: An Investigation of Alternative Models of Service Quality,” International Journal of Research in Marketing, 13(1), pp.29-51
21.Davenport, T. H. & Short, J. E. (1990), “The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management Review, pp.11-27.
22.Day, R. L. (1977), “Extending the Concept of Consumer Satisfaction in Advance in Consumer Research,” Association for Consumer Research, 10(4), pp.149-154.
23.Dick, A. S., & Basu, K. (1994), “Customer Loyalty: Toward an Integrated Conceptual Framework,” Journal of the Academy of Marketing Science, 22, pp.99-113.
24.Enderwick, P. (1992), The Scale and Scope of Service Sector Multinationals, in Buckley, P.J. ＆ Casson, M. (ed.), Multinational Enterprises in the World Economy, Chap 8.
25.Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986), Consumer Behavior, 6th ed., Hinseale, IL : The Dryden Press.
26.Furey, T. R. (1991), “How information power can improve service quality,” Planning Review, 19(3), pp.24-26.
27.Galbreath, J. (1998), “Web-based banking: creating a technology road map,” Credit World, 86(5), pp.24-28.
28.Gronholdt, L., Martensen, A., & Kristensen, K. (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences,” Total Quality Management, 11(4), pp.509-516.
29.Gronroos, C. (1982), “An Applied Service Marketing Theory,” European Journal of Marketing, 16(7), pp.30-41.
30.Gronroos, C. (1984), “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, 18(4), pp.37-45.
31.Guielford, J. P. (1965), Fundamental Statistics in Psychology and Education, 4th ed., NY: McGraw-Hill.
32.Gummesson, E. (1987), “The New Marketing: Developing Long-Term Interactive Relationships,” Long Range Planning, 20(4), pp.10-20.
33.Hair, J. F., Anderson, R. E., Tathan, R. L. & Black, W. C. (1995), Multivariate data analysis with reading, 4th ed., Englewood Cliffs, New JerseB Prentice-Hall.
34.Hempel, D. J. (1977), “Customer Satisfaction with the Home Buying Process: Conceptualization and Measurement,” The Conceptualization of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass: Marketing Science Institute.
35.Hepworth, M. (1998), “The Power of Negative Thinking,” CMA Management, 72(2), pp.34.
36.Heskett, J. L., James, T. O., Loveman, G. W., Sasser, W. E. & Schlesinger, L. A. (1994), “Putting the service-profit chain to work,” Harvard Business Review, March-April, pp.164-174.
37.Howard, J. A., & Sheth, J. N. (1969), The theory of buyer behavior, New York: John Wiley & Sons Inc.
38.Hu, L. T., & Bentler, P. M. (1995), “Evaluating Model Fit,” In R. H. Hoyle (ed.) Structural equation modeling: Concepts, Issues and Applications, Thousand Oaks, CA: Sage, pp.76-99.
39.Jones, T. O., & Sasser, W. E. (1995), “Why Satisfied Customers Defect,” Harvard Business Review, 73(6), pp.88-99.
40.J□reskog, K. G. & S□rbom, D. (1993), LISREL 8□: Structural Equation Modeling With the SIMPLIS□ Command Language, Hillsdale, NJ: Lawrence Erlbaum Associates Publishers.
41.Juran, J. M, Gryna, F.M., & Brigham, R.S. (1974), Quality Control Handbook , New York : McGraw-Hill.
42.Juran, J. M., (1986), “A Universal Approach to Managing for Quality,” Quality Progress, 19(8), pp.19-24.
43.Kotler, P. (1994), Marketing Management: Analysis, Planning, Implementation and Control, 6th ed., Prentice-Hall.
44.Kotler, P. (1999), Marketing Management-An Asian Perspective, Singapore: Prentice-Hall.
45.Ledingham, J. A. (1984), “Are Consumers Ready for the Information Age ?” Journal of Advertising Research, 24(4), pp.31-37.
46.Lerew, T. (1997), “Technology Raises the Standard of Satisfaction,” Credit Union Magazine, 63(8), pp.8-9.
47.Lehtinen U. & Lehtinen J. R., (1982), “Service Quality: A Study of Quality Dimensions”, Unplished Working Paper, Service Management Institute, Helsinki. Finland OY: Service Management Institute, pp.439-460.
48.Lehtinen, U., & Lehtinen, J. R. (1991), “Two Approaches to Service Quality Dimensions,” Service Industries Journal, 11(3), pp.287-303.
49.Levitt, T. (1972), “Production-Line Approach to Service,” Harvard Business Review, 50(4), pp.41-52.
50.Lovelock, C. H. (1983), “Classifying Services to Gain Strategic Marketing Insights,” Journal of Marketing, 47, pp.9-20.
51.Lovelock, C. H. (1991), Service Marketing, 2nd ed., New Jersey: Prentice-Hall.
52.Luftman, J. N., Lewis, P. R. & Oldach, S. H. (1993), “Transforming the Enterprise: the Alignment of Business and Information Technology Strategies,” IBM Systems Journal, 32(1), pp.198-221.
53.Martin, W. B. (1986), “Defining What Quality Service Is for You,” Cornell Hotel and Administration Quarterly, 26(4), pp.32-38.
54.McDougall, G. H. G. & Levesque, T. J. (1994), “Benefit Segmentation Using Service Quality Dimensions: an Investigation in Retail Banking,” International Journal of Bank Marketing, 12(2), pp.15-23.
55.Miller, J. A., (1997), “Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements,” in Hunt, K. H. (ed.), Conceptualization and Measurement of Consumer Satisfaction/Dissatisfaction, Cambridge, MA: Marketing Science Institute, pp.72-91.
56.Mittal, B., & Lassar, W. M. (1998), “Why Do Customers Switch ? The Dynamics of Satisfaction Versus Loyalty,” Journal of Services Marketing, 12(3), pp.177-194.
57.Murdick, R. D., Render, B. & Russell, R. S. (1990), Service Operations Management, MA: Ally & Bacon.
58.O’Brien, J. A. (1995), Introduction to Information Systems: A End User/Enterprise Perspective, Chicago: Richard D. Irwin.
59.Oliva, T. A., Oliver, R. L., & MacMillan, L. C. (1992), “A Catastrophe Model for Developing Service Satisfaction Strategies,” Journal of Marketing, 56(3), pp.83-95.
60.Oliver, R. L. (1981a), “What is Customer Satisfaction?” Wharton Magazine, 5, pp.36-41.
61.Oliver, R.L. (1981b), “Measurement and Evaluation of Satisfaction Process in Retail Settings,” Journal of Retailing, 57, pp.25-48.
62.Oliver, R. L. & Desarbo, W. S. (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14(3), pp.495-507.
63.Oliver, R. L. (1993), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 17, pp.491-504.
64.Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: Irwin/McGraw-Hill.
65.Ostrom, A. & Iacobucci, D. (1995). “Consumer Trade-Off and the Evaluation of Services,” Journal of Marketing Research, 59, pp.17-28.
66.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985), “A Conceptual Model of Service Quality and its Implication for Future Research,” Journal of Marketing, 49, pp.41-50.
67.Parasuraman, A., Zeithaml, V. A., & B erry, L. L. (1988), “SERVQUAL : A Multiple-Item Scale for Measuring Customer Expectations of Service,” Journal of Retailing, 64, pp.12-40.
68.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectation, New York: The Free Press, pp.23-25.
69.Pease, J. (1998), “Using technology to move beyond customer satisfaction,” Health Management Technology, March, pp.39-41.
70.Pfaff, M. (1977), “The Index of Consumer Satisfaction Measurement Problem and Opportunity,” in Hunt, K. H. (ed.), Conceptualization and Measurement of Consumer Satisfaction/Dissatisfaction, Cambridge, MA: Marketing Science Institute, pp.24-27.
71.Porter, M. E. & Miller, V. E. (1985), “How Information Gives Your Competitive Advantage,” Harvard Business Review, July-August, pp.149-160.
72.Randle, W. M. (1995), “Delivering the Future: Redefining the Role of Banks in a New Competitive Environment,” Bank Management, January/February, pp.45-48.
73.Rosander, A. C .(1980), “Service Industry QC-Is the Challenge Being Met ?” Quality Progress, September, pp.34-35.
74.Rust, R. T, & Oliver, R. L. (1994), Service Quality, Thousand Oaks, California： SAGE.
75.Ruyter, K. D., Bloemer, J., & Peeters, P. (1997), “Merging Service Quality and Service Satisfaction: an Empirical Test of an Integrative Model,” Journal of Economic Psychology, 18, pp.387-406.
76.Sasser, W. E., Olsen, R. P., & Wyckoff, D. D. (1978), Management of Service Operations: Text, Cases and Readings, Boston: Allyn & Bacon.
77.Scott-Morton, M. (1991), The Corporation of The 1990’s: Information Technology and Organizational Transformation, New York: Oxford University Press.
78.Selnes, F. (1993), “An Examination of the Effect of Product Performance on Brand Reputaion, Satisfaction and Loyalty,” European Journal of Marketing, 27(9), pp.19-35.
79.Singh, J. (1991), “Understanding the Structure of Consumers’ Satisfaction Evaluations of Service Delivery,” Journal of the Academy of Marketing Science, 19(3), pp.223-244.
80.Spreng, R. A. (1993), “A Desires Congruency Model of Customer Satisfaction,” Journal of Marketing Science, pp.21.
81.Stanton, W. J. (1987), Fundamentals of Marketing, 5th ed., New York: McGraw-Hill.
82.Taylor, S. A. & Baker, T. L. (1994), “An Assessment of Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intention,” Journal of Retailing, 70, pp.163-178.
83.Taylor, S. A., & Baker T. L. (1997), “Patient Satisfaction and Service Quality in the Formation of Customers` Future Purchase Intentions in Competitive Health Service Settings,” Health Marketing Quality, 15(1), pp.1-15.
84.Tse, D. K. & Wilton, P. C. (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25(2), pp.204-212.
85.Zeithaml, V. A. (1981), “How Consumer Evaluation Processes Differ Between Goods and Services,” Marketing of services, 9(1), pp.25-32.
86.Zeithaml, V. A., & Bitner, M. J. (1996), Service Marketing, New York: McGraw-Hill.
87.Zhu F. X, Walter W. J., & InJazz, C. (2002), “IT-Based Services and Service Quality in Consumer Banking,” International Journal of Service Industry Management, 13(1), pp.69-90.
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 (作者) 陳禹成zh_TW
dc.contributor.author (作者) 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 18-九月-2009 19:56:55 (UTC+8)-
dc.date.available 18-九月-2009 19:56:55 (UTC+8)-
dc.date.issued (上傳時間) 18-九月-2009 19:56:55 (UTC+8)-
dc.identifier (其他 識別碼) 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
dc.format.extent 49763 bytes-
dc.format.extent 141999 bytes-
dc.format.extent 73172 bytes-
dc.format.extent 117743 bytes-
dc.format.extent 119506 bytes-
dc.format.extent 248715 bytes-
dc.format.extent 369356 bytes-
dc.format.extent 268928 bytes-
dc.format.extent 390463 bytes-
dc.format.extent 103395 bytes-
dc.format.extent 144689 bytes-
dc.format.extent 129675 bytes-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
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
dc.relation.reference (參考文獻) 1.王精文、沙俊豪(2000)，「綜合證券商服務品質與業績績效關係之研究」，企業管理學報，第48期，頁27-58。zh_TW
dc.relation.reference (參考文獻) 2.盧淵源譯(1986)，杉本辰夫著，「事務、營業、服務的品質管制」，台北：中華顧問公司。zh_TW
dc.relation.reference (參考文獻) 3.周文賢(2002)，「多變量統計分析：SAS/STAT使用方法」，台北：智勝文化。zh_TW
dc.relation.reference (參考文獻) 4.林怡菁(2004)，「資訊科技服務對服務品質與關係品質影響之研究－以旅館業為例」，大葉大學工業關係研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 5.林陽助(1996)，「顧客滿意決定模式與效果之研究－台灣自用小客車之實證」，國立台灣大學商學研究所博士論文。zh_TW
dc.relation.reference (參考文獻) 6.林陽助(2003)，「服務行銷」，台北：新陸書局。zh_TW
dc.relation.reference (參考文獻) 7.陳耀茂譯(2000)，近滕隆雄著，「服務管理」，第一版，台北：書泉出版社。zh_TW
dc.relation.reference (參考文獻) 8.邱皓政(2003)，「結構方程式：LISREL的理論、技術與應用」，台北：雙葉書廊。zh_TW
dc.relation.reference (參考文獻) 9.洪順慶(2003)，「從心行銷－從滿意到愛慕的服務秘訣」，台北：天下出版社。zh_TW
dc.relation.reference (參考文獻) 10.洪瑞英(2004)，「顧客導向、服務品質、顧客價值與顧客滿意度之關聯性研究－以花蓮地區國際觀光旅館為例」，國立東華大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 11.翁崇雄(1993)，「評量服務品質與服務價值之研究－以銀行業為實證對象」，國立台灣大學商學研究所博士論文。zh_TW
dc.relation.reference (參考文獻) 12.高銘聰(2002)，「台灣半導體通路產業分析與通路商轉型創新研究」，國立政治大學經營管理碩士學程碩士論文。zh_TW
dc.relation.reference (參考文獻) 13.張文潭(2003)，「電子零組件通路商未來發展策略之個案研究」，國立政治大學商學院經營管理碩士論文。zh_TW
dc.relation.reference (參考文獻) 14.謝森展譯(1989)，淺井慶三郎、清水滋著，「服務行銷管理」，台北：創意力文化事業公司，。zh_TW
dc.relation.reference (參考文獻) 15.郭德賓(1999)，「服務業顧客滿意評量模式之研究」，中山大學企業管理研究所博士論文。zh_TW
dc.relation.reference (參考文獻) 16.郭錦榮(2003)，「導入策略資訊科技之組織轉型、組織核心資源調整與競爭優勢之關係研究」，國立台北大學企業管理學系在職專班碩士論文。zh_TW
dc.relation.reference (參考文獻) 17.陳智德(2002)，「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」，國立成功大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 18.陳進丁(2004)，「固網通信服務品質之顧客滿意度、後續行為研究－以中華電信高雄市市內電話用戶為例」，義守大學工業工程與管理學系碩士論文。zh_TW
dc.relation.reference (參考文獻) 19.陳順宇(2000)，「多變量分析」，台北：華泰書局。zh_TW
dc.relation.reference (參考文獻) 20.楊忠銘(2005)，「網路教學品質、品牌形象對顧客滿意與行為意向之研究－以政大公企網路學院為例」，國立政治大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 21.葉國荃(1998)，「台灣資訊產品通路分析及發展趨勢研究」，大葉大學事業經營研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 22.鄒宜真(2004)，「運用線性結構模式探討網路商店之服務品質、顧客滿意度、顧客忠誠度與消費者特性關係之研究」，國立東華大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 23.劉崇義(2001)，「顧客滿意之研究－以壽險業為例，」中原大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 24.蔡智鏗(2005)，「研發專案中工作環境、專案領導人能力、團隊運作與研發專案績效關係之研究－以IC設計產業為例」，國立政治大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 25.鄭少禎(2004)，「6σ管理系統中工作環境、專案領導人能力、團隊運作與專案績效影響之研究」，國立政治大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 26.關芝穎(2004)，「百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活型態關係之研究－以台北市地區為例」，國立東華大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 27.蘇元含(2003)，「運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響—以中油加油站為例」，國立東華大學企業管理研究所碩士論文。zh_TW
dc.relation.reference (參考文獻) 28.蘇雲華(1996)，「服務品質衡量方法之比較」，國立中山大學企業管理研究所博士論文。zh_TW
dc.relation.reference (參考文獻) 二、英文部分zh_TW
dc.relation.reference (參考文獻) 1.Anderson, E. W., & Sullivan, M. W. (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, 12(2), pp.125-143.zh_TW
dc.relation.reference (參考文獻) 2.Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994), “Customer Satisfaction, Market Share and Profitability: Findings from Sweden,” Journal of Marketing, 58(3), pp.53-66.zh_TW
dc.relation.reference (參考文獻) 3.Bagozzi, R. P. & Yi, Y. (1988), “On the Evaluation of Structural Equation Models,” Academic of Marketing Science, 16(spring), 1, pp.74-94.zh_TW
dc.relation.reference (參考文獻) 4.Berkley, B. & Gupta, A. (1994), “Improving Service Quality with Information Technology,” International Journal of Information Management, 14, pp.109-121.zh_TW
dc.relation.reference (參考文獻) 5.Bhote, K. R. (1996), “Beyond Customer Satisfaction to Customer Loyalty-The Key to Greater Profitability,” American Management Association, New York, pp.31.zh_TW
dc.relation.reference (參考文獻) 6.Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000), “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, 28(1), pp.138-149.zh_TW
dc.relation.reference (參考文獻) 7.Bolton, R. N., & Drew, J. H. (1991), “A Multistage Model of Customers’ Assessments of Service Quality,” Journal of Consumer Research, 17(4), pp.375-385.zh_TW
dc.relation.reference (參考文獻) 8.Bonfield, P. (1996), “IT Helps Satisfy Customer Needs,” Management Today, December, pp.5.zh_TW
dc.relation.reference (參考文獻) 9.Bowen, J. T., & Shoemaker, S., (1998), “Loyalty: A Strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, pp.12-25.zh_TW
dc.relation.reference (參考文獻) 10.Boynton, A. C. & Zmud, R. W. (1987), “IT Planning in 1990’s: Direction for Practice and Research,” MIS Quarterly, pp.59-71.zh_TW
dc.relation.reference (參考文獻) 11.Brown, T. J., Churchill, J., & Peter, J. P. (1993), “Research note: Improving the measurement of service quality,” Journal of Retailing, 69(1), pp.127-139.zh_TW
dc.relation.reference (參考文獻) 12.Cardozo, R. N. (1965), “An Experimental Study of Customer Effort, Expection and Satisfaction,” Journal of Marketing Research, 2, pp.244-249.zh_TW
dc.relation.reference (參考文獻) 13.Chakravarty, S., Feinberg, R. and Widdow, R. (1997), “Reasons for Their Discountent,” Bank Marketing, 29(11), pp.49-52.zh_TW
dc.relation.reference (參考文獻) 14.Child, J. (1987), “Information Technology, Organization, and Response to Strategic Challenges,” California Management Review, fall, pp.33-50.zh_TW
dc.relation.reference (參考文獻) 15.Churchill, G. A., & Suprenant, C. (1982), “An Investigation into the Determinants of Customer Satisfaction,” Journal of Marketing Research, 19(4), pp.491-504.zh_TW
dc.relation.reference (參考文獻) 16.Cline, K. (1997), “Call Centers: the Heart of Direct Banking,” Banking Strategies , November/December, pp.88-96.zh_TW
dc.relation.reference (參考文獻) 17.Crepiel, J. A., & Rosenberg, L. J. (1977), “Consumer Satisfaction: Concept and Measurement,” Journal of Academy Marketing Science, 5(4), pp.403-411.zh_TW
dc.relation.reference (參考文獻) 18.Cronin, J. J., & Taylor, S. A. (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, pp.55-68.zh_TW
dc.relation.reference (參考文獻) 19.Czepiel, J. A. & Rosenberg, L. J. (1976), Consumer Satisfaction: Toward an Integrative Framework, Proceedings of the Southern Marketing Association, pp.169-171.zh_TW
dc.relation.reference (參考文獻) 20.Dabholkar, P. A. (1996), “Consumer Evaluations of New Technology-Based Self-Service Option: An Investigation of Alternative Models of Service Quality,” International Journal of Research in Marketing, 13(1), pp.29-51zh_TW
dc.relation.reference (參考文獻) 21.Davenport, T. H. & Short, J. E. (1990), “The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management Review, pp.11-27.zh_TW
dc.relation.reference (參考文獻) 22.Day, R. L. (1977), “Extending the Concept of Consumer Satisfaction in Advance in Consumer Research,” Association for Consumer Research, 10(4), pp.149-154.zh_TW
dc.relation.reference (參考文獻) 23.Dick, A. S., & Basu, K. (1994), “Customer Loyalty: Toward an Integrated Conceptual Framework,” Journal of the Academy of Marketing Science, 22, pp.99-113.zh_TW
dc.relation.reference (參考文獻) 24.Enderwick, P. (1992), The Scale and Scope of Service Sector Multinationals, in Buckley, P.J. ＆ Casson, M. (ed.), Multinational Enterprises in the World Economy, Chap 8.zh_TW
dc.relation.reference (參考文獻) 25.Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986), Consumer Behavior, 6th ed., Hinseale, IL : The Dryden Press.zh_TW
dc.relation.reference (參考文獻) 26.Furey, T. R. (1991), “How information power can improve service quality,” Planning Review, 19(3), pp.24-26.zh_TW
dc.relation.reference (參考文獻) 27.Galbreath, J. (1998), “Web-based banking: creating a technology road map,” Credit World, 86(5), pp.24-28.zh_TW
dc.relation.reference (參考文獻) 28.Gronholdt, L., Martensen, A., & Kristensen, K. (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences,” Total Quality Management, 11(4), pp.509-516.zh_TW
dc.relation.reference (參考文獻) 29.Gronroos, C. (1982), “An Applied Service Marketing Theory,” European Journal of Marketing, 16(7), pp.30-41.zh_TW
dc.relation.reference (參考文獻) 30.Gronroos, C. (1984), “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, 18(4), pp.37-45.zh_TW
dc.relation.reference (參考文獻) 31.Guielford, J. P. (1965), Fundamental Statistics in Psychology and Education, 4th ed., NY: McGraw-Hill.zh_TW
dc.relation.reference (參考文獻) 32.Gummesson, E. (1987), “The New Marketing: Developing Long-Term Interactive Relationships,” Long Range Planning, 20(4), pp.10-20.zh_TW
dc.relation.reference (參考文獻) 33.Hair, J. F., Anderson, R. E., Tathan, R. L. & Black, W. C. (1995), Multivariate data analysis with reading, 4th ed., Englewood Cliffs, New JerseB Prentice-Hall.zh_TW
dc.relation.reference (參考文獻) 34.Hempel, D. J. (1977), “Customer Satisfaction with the Home Buying Process: Conceptualization and Measurement,” The Conceptualization of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass: Marketing Science Institute.zh_TW
dc.relation.reference (參考文獻) 35.Hepworth, M. (1998), “The Power of Negative Thinking,” CMA Management, 72(2), pp.34.zh_TW
dc.relation.reference (參考文獻) 36.Heskett, J. L., James, T. O., Loveman, G. W., Sasser, W. E. & Schlesinger, L. A. (1994), “Putting the service-profit chain to work,” Harvard Business Review, March-April, pp.164-174.zh_TW
dc.relation.reference (參考文獻) 37.Howard, J. A., & Sheth, J. N. (1969), The theory of buyer behavior, New York: John Wiley & Sons Inc.zh_TW
dc.relation.reference (參考文獻) 38.Hu, L. T., & Bentler, P. M. (1995), “Evaluating Model Fit,” In R. H. Hoyle (ed.) Structural equation modeling: Concepts, Issues and Applications, Thousand Oaks, CA: Sage, pp.76-99.zh_TW
dc.relation.reference (參考文獻) 39.Jones, T. O., & Sasser, W. E. (1995), “Why Satisfied Customers Defect,” Harvard Business Review, 73(6), pp.88-99.zh_TW
dc.relation.reference (參考文獻) 40.J□reskog, K. G. & S□rbom, D. (1993), LISREL 8□: Structural Equation Modeling With the SIMPLIS□ Command Language, Hillsdale, NJ: Lawrence Erlbaum Associates Publishers.zh_TW
dc.relation.reference (參考文獻) 41.Juran, J. M, Gryna, F.M., & Brigham, R.S. (1974), Quality Control Handbook , New York : McGraw-Hill.zh_TW
dc.relation.reference (參考文獻) 42.Juran, J. M., (1986), “A Universal Approach to Managing for Quality,” Quality Progress, 19(8), pp.19-24.zh_TW
dc.relation.reference (參考文獻) 43.Kotler, P. (1994), Marketing Management: Analysis, Planning, Implementation and Control, 6th ed., Prentice-Hall.zh_TW
dc.relation.reference (參考文獻) 44.Kotler, P. (1999), Marketing Management-An Asian Perspective, Singapore: Prentice-Hall.zh_TW
dc.relation.reference (參考文獻) 45.Ledingham, J. A. (1984), “Are Consumers Ready for the Information Age ?” Journal of Advertising Research, 24(4), pp.31-37.zh_TW
dc.relation.reference (參考文獻) 46.Lerew, T. (1997), “Technology Raises the Standard of Satisfaction,” Credit Union Magazine, 63(8), pp.8-9.zh_TW
dc.relation.reference (參考文獻) 47.Lehtinen U. & Lehtinen J. R., (1982), “Service Quality: A Study of Quality Dimensions”, Unplished Working Paper, Service Management Institute, Helsinki. Finland OY: Service Management Institute, pp.439-460.zh_TW
dc.relation.reference (參考文獻) 48.Lehtinen, U., & Lehtinen, J. R. (1991), “Two Approaches to Service Quality Dimensions,” Service Industries Journal, 11(3), pp.287-303.zh_TW
dc.relation.reference (參考文獻) 49.Levitt, T. (1972), “Production-Line Approach to Service,” Harvard Business Review, 50(4), pp.41-52.zh_TW
dc.relation.reference (參考文獻) 50.Lovelock, C. H. (1983), “Classifying Services to Gain Strategic Marketing Insights,” Journal of Marketing, 47, pp.9-20.zh_TW
dc.relation.reference (參考文獻) 51.Lovelock, C. H. (1991), Service Marketing, 2nd ed., New Jersey: Prentice-Hall.zh_TW
dc.relation.reference (參考文獻) 52.Luftman, J. N., Lewis, P. R. & Oldach, S. H. (1993), “Transforming the Enterprise: the Alignment of Business and Information Technology Strategies,” IBM Systems Journal, 32(1), pp.198-221.zh_TW
dc.relation.reference (參考文獻) 53.Martin, W. B. (1986), “Defining What Quality Service Is for You,” Cornell Hotel and Administration Quarterly, 26(4), pp.32-38.zh_TW
dc.relation.reference (參考文獻) 54.McDougall, G. H. G. & Levesque, T. J. (1994), “Benefit Segmentation Using Service Quality Dimensions: an Investigation in Retail Banking,” International Journal of Bank Marketing, 12(2), pp.15-23.zh_TW
dc.relation.reference (參考文獻) 55.Miller, J. A., (1997), “Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements,” in Hunt, K. H. (ed.), Conceptualization and Measurement of Consumer Satisfaction/Dissatisfaction, Cambridge, MA: Marketing Science Institute, pp.72-91.zh_TW
dc.relation.reference (參考文獻) 56.Mittal, B., & Lassar, W. M. (1998), “Why Do Customers Switch ? The Dynamics of Satisfaction Versus Loyalty,” Journal of Services Marketing, 12(3), pp.177-194.zh_TW
dc.relation.reference (參考文獻) 57.Murdick, R. D., Render, B. & Russell, R. S. (1990), Service Operations Management, MA: Ally & Bacon.zh_TW
dc.relation.reference (參考文獻) 58.O’Brien, J. A. (1995), Introduction to Information Systems: A End User/Enterprise Perspective, Chicago: Richard D. Irwin.zh_TW
dc.relation.reference (參考文獻) 59.Oliva, T. A., Oliver, R. L., & MacMillan, L. C. (1992), “A Catastrophe Model for Developing Service Satisfaction Strategies,” Journal of Marketing, 56(3), pp.83-95.zh_TW
dc.relation.reference (參考文獻) 60.Oliver, R. L. (1981a), “What is Customer Satisfaction?” Wharton Magazine, 5, pp.36-41.zh_TW
dc.relation.reference (參考文獻) 61.Oliver, R.L. (1981b), “Measurement and Evaluation of Satisfaction Process in Retail Settings,” Journal of Retailing, 57, pp.25-48.zh_TW
dc.relation.reference (參考文獻) 62.Oliver, R. L. & Desarbo, W. S. (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14(3), pp.495-507.zh_TW
dc.relation.reference (參考文獻) 63.Oliver, R. L. (1993), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 17, pp.491-504.zh_TW
dc.relation.reference (參考文獻) 64.Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: Irwin/McGraw-Hill.zh_TW
dc.relation.reference (參考文獻) 65.Ostrom, A. & Iacobucci, D. (1995). “Consumer Trade-Off and the Evaluation of Services,” Journal of Marketing Research, 59, pp.17-28.zh_TW
dc.relation.reference (參考文獻) 66.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985), “A Conceptual Model of Service Quality and its Implication for Future Research,” Journal of Marketing, 49, pp.41-50.zh_TW
dc.relation.reference (參考文獻) 67.Parasuraman, A., Zeithaml, V. A., & B erry, L. L. (1988), “SERVQUAL : A Multiple-Item Scale for Measuring Customer Expectations of Service,” Journal of Retailing, 64, pp.12-40.zh_TW
dc.relation.reference (參考文獻) 68.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectation, New York: The Free Press, pp.23-25.zh_TW
dc.relation.reference (參考文獻) 69.Pease, J. (1998), “Using technology to move beyond customer satisfaction,” Health Management Technology, March, pp.39-41.zh_TW
dc.relation.reference (參考文獻) 70.Pfaff, M. (1977), “The Index of Consumer Satisfaction Measurement Problem and Opportunity,” in Hunt, K. H. (ed.), Conceptualization and Measurement of Consumer Satisfaction/Dissatisfaction, Cambridge, MA: Marketing Science Institute, pp.24-27.zh_TW
dc.relation.reference (參考文獻) 71.Porter, M. E. & Miller, V. E. (1985), “How Information Gives Your Competitive Advantage,” Harvard Business Review, July-August, pp.149-160.zh_TW
dc.relation.reference (參考文獻) 72.Randle, W. M. (1995), “Delivering the Future: Redefining the Role of Banks in a New Competitive Environment,” Bank Management, January/February, pp.45-48.zh_TW
dc.relation.reference (參考文獻) 73.Rosander, A. C .(1980), “Service Industry QC-Is the Challenge Being Met ?” Quality Progress, September, pp.34-35.zh_TW
dc.relation.reference (參考文獻) 74.Rust, R. T, & Oliver, R. L. (1994), Service Quality, Thousand Oaks, California： SAGE.zh_TW
dc.relation.reference (參考文獻) 75.Ruyter, K. D., Bloemer, J., & Peeters, P. (1997), “Merging Service Quality and Service Satisfaction: an Empirical Test of an Integrative Model,” Journal of Economic Psychology, 18, pp.387-406.zh_TW
dc.relation.reference (參考文獻) 76.Sasser, W. E., Olsen, R. P., & Wyckoff, D. D. (1978), Management of Service Operations: Text, Cases and Readings, Boston: Allyn & Bacon.zh_TW
dc.relation.reference (參考文獻) 77.Scott-Morton, M. (1991), The Corporation of The 1990’s: Information Technology and Organizational Transformation, New York: Oxford University Press.zh_TW
dc.relation.reference (參考文獻) 78.Selnes, F. (1993), “An Examination of the Effect of Product Performance on Brand Reputaion, Satisfaction and Loyalty,” European Journal of Marketing, 27(9), pp.19-35.zh_TW
dc.relation.reference (參考文獻) 79.Singh, J. (1991), “Understanding the Structure of Consumers’ Satisfaction Evaluations of Service Delivery,” Journal of the Academy of Marketing Science, 19(3), pp.223-244.zh_TW
dc.relation.reference (參考文獻) 80.Spreng, R. A. (1993), “A Desires Congruency Model of Customer Satisfaction,” Journal of Marketing Science, pp.21.zh_TW
dc.relation.reference (參考文獻) 81.Stanton, W. J. (1987), Fundamentals of Marketing, 5th ed., New York: McGraw-Hill.zh_TW
dc.relation.reference (參考文獻) 82.Taylor, S. A. & Baker, T. L. (1994), “An Assessment of Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intention,” Journal of Retailing, 70, pp.163-178.zh_TW
dc.relation.reference (參考文獻) 83.Taylor, S. A., & Baker T. L. (1997), “Patient Satisfaction and Service Quality in the Formation of Customers` Future Purchase Intentions in Competitive Health Service Settings,” Health Marketing Quality, 15(1), pp.1-15.zh_TW
dc.relation.reference (參考文獻) 84.Tse, D. K. & Wilton, P. C. (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25(2), pp.204-212.zh_TW
dc.relation.reference (參考文獻) 85.Zeithaml, V. A. (1981), “How Consumer Evaluation Processes Differ Between Goods and Services,” Marketing of services, 9(1), pp.25-32.zh_TW
dc.relation.reference (參考文獻) 86.Zeithaml, V. A., & Bitner, M. J. (1996), Service Marketing, New York: McGraw-Hill.zh_TW
dc.relation.reference (參考文獻) 87.Zhu F. X, Walter W. J., & InJazz, C. (2002), “IT-Based Services and Service Quality in Consumer Banking,” International Journal of Service Industry Management, 13(1), pp.69-90.zh_TW
dc.relation.reference (參考文獻) 88.Zwass, V. (1992), Management Information Systems, Dubuque: Wm. C. Brown, pp.144-160.zh_TW
dc.relation.reference (參考文獻) 三、網站部份zh_TW
dc.relation.reference (參考文獻) 1.公開資訊觀測站，網址：http://mops.tse.com.tw/zh_TW
dc.relation.reference (參考文獻) 2.台北市電子零件商業同業公會，網址：http://www.tecsa.org.tw/zh_TW
dc.relation.reference (參考文獻) 3.台灣半導體產業協會，網址：http://www.tsia.org.tw/zh_TW
dc.relation.reference (參考文獻) 4.台灣經濟研究院，網址：http://www.tier.org.tw/zh_TW
dc.relation.reference (參考文獻) 5.平面顯示器產業資訊網，網址：http://www.display.org.tw/zh_TW
dc.relation.reference (參考文獻) 6.帆宣系統科技股份有限公司，網址：http://www.micb2b.com/zh_TW
dc.relation.reference (參考文獻) 7.拓樸產業研究所，網址：http://www.topology.com.tw/zh_TW
dc.relation.reference (參考文獻) 8.崇越科技股份有限公司，網址：http://www.topco.com.tw/zh_TW
dc.relation.reference (參考文獻) 9.產業技術資訊服務網，網址：http://www.itis.org.tw/zh_TW
dc.relation.reference (參考文獻) 10.華立企業股份有限公司，網址：http://www.wahlee.com.tw/zh_TW
dc.relation.reference (參考文獻) 11.經濟部工業局，網址：http://www.moeaidb.gov.tw/zh_TW
dc.relation.reference (參考文獻) 12.經濟部工業局半導體產業推動辦公室，網址：http://www.sipo.org.tw/zh_TW
dc.relation.reference (參考文獻) 13.電子時報，網址：http://www.digitimes.com.tw/zh_TW