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題名 全面品質管理之高階領導透過企業文化以提升顧客滿意度之研究
Total Quality Management: How Does Top Management Leadership Enhance Customer Satisfaction through Corporate Culture
作者 黃珂
Huang, Ke
貢獻者 洪叔民
Horng, Shwu Min
黃珂
Huang, Ke
關鍵詞 全面品質管理
高階領導
企業文化
顧客滿意度
Total Quality Management
Top Management Leadership
Corporate Culture
Customer Satisfaction
日期 2013
上傳時間 6-Aug-2014 11:38:34 (UTC+8)
摘要 企業文化作為組織內部成員廣泛接納的價值觀和行為準則，潛移默化地控制和改變著企業內部人員的行為方式，從而對組織績效產生影響，因此企業文化的變革對於組織行為的調節有相當重要之作用。在全面品質管理的成功實施因素討論中，往往集中討論科技和資訊等方面的貢獻，卻相對缺乏對於軟性的企業文化的作用之研究。本文利用高績效工廠計劃第三輪蒐集之資料，利用偏最小平方法，分析了205家製造型企業的調查問卷結果，以探討公司高階管理者，應如果調整企業文化，來實施全面品質管理，提升組織的績效和顧客滿意度。本研究的自變量為高階領導的參與和支持，中介變量為企業文化，因變量為顧客滿意度；而其中中介變量又可以分為持續改善與學習、顧客導向、全面參與和團隊合作四個構面。
本研究發現，在公司高階管理者對品質管理有高度支持和參與時，組織內部會形成傾向顧客導向、重視全面參與和團隊合作、以及持續不斷改善與學習的組織文化，而這種組織文化最終都會提升最終顧客的滿意度。本研究之結論表示，在全面品質管理的實施過程中，高階領導者應透過全面變革其組織的文化，形成上下一體、協同合作、不斷關注顧客需求達成、利用經驗不斷改善品質和精益求精的價值觀，才能更好地完成顧客滿意度提升之目的，達成企業的競爭優勢。最後本研究亦提出對應的管理意涵、研究限制和未來研究的方向。
As widely accepted values and codes of conduct inside of a corporation, the organizational culture controls and changes the way employees behave, influencing the corporate performance and customer satisfaction. Thus, the culture change is vital to regulate organizational behaviors. Total Quality Management is a philosophy that organizations can use to improve their performance but, often there is an over-emphasis on its tools and techniques, which may take precedence over the need to create a culture, that is open to change.
This study collected the High Performance Manufacturing Round 3 data that contain 205 cases to analysis how can the top management change corporate culture to fulfill TQM and enhance customer satisfaction by using Partial Least Square. The independent variable would be Top Management Support and the dependent variable would be Customer Satisfaction. Corporate Culture would be mediating variable that contains Continuous Improvement and Learning, Customer Focus, Full Participation and Teamwork and Cooperation.
This study suggests that if the top management highly support and commit to TQM, it is better for them to foster a Total Quality Culture that stressed on continuous improvement and teamwork spirit to improve customer satisfaction. Management implications, study limitation and future study suggestion and included in the end.
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描述 碩士
國立政治大學
企業管理研究所
101355073
102
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0101355073
資料類型 thesis
dc.contributor.advisor 洪叔民zh_TW
dc.contributor.advisor Horng, Shwu Minen_US
dc.contributor.author (Authors) 黃珂zh_TW
dc.contributor.author (Authors) Huang, Keen_US
dc.creator (作者) 黃珂zh_TW
dc.creator (作者) Huang, Keen_US
dc.date (日期) 2013en_US
dc.date.accessioned 6-Aug-2014 11:38:34 (UTC+8)-
dc.date.available 6-Aug-2014 11:38:34 (UTC+8)-
dc.date.issued (上傳時間) 6-Aug-2014 11:38:34 (UTC+8)-
dc.identifier (Other Identifiers) G0101355073en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/68218-
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) 101355073zh_TW
dc.description (描述) 102zh_TW
dc.description.abstract (摘要) 企業文化作為組織內部成員廣泛接納的價值觀和行為準則，潛移默化地控制和改變著企業內部人員的行為方式，從而對組織績效產生影響，因此企業文化的變革對於組織行為的調節有相當重要之作用。在全面品質管理的成功實施因素討論中，往往集中討論科技和資訊等方面的貢獻，卻相對缺乏對於軟性的企業文化的作用之研究。本文利用高績效工廠計劃第三輪蒐集之資料，利用偏最小平方法，分析了205家製造型企業的調查問卷結果，以探討公司高階管理者，應如果調整企業文化，來實施全面品質管理，提升組織的績效和顧客滿意度。本研究的自變量為高階領導的參與和支持，中介變量為企業文化，因變量為顧客滿意度；而其中中介變量又可以分為持續改善與學習、顧客導向、全面參與和團隊合作四個構面。
本研究發現，在公司高階管理者對品質管理有高度支持和參與時，組織內部會形成傾向顧客導向、重視全面參與和團隊合作、以及持續不斷改善與學習的組織文化，而這種組織文化最終都會提升最終顧客的滿意度。本研究之結論表示，在全面品質管理的實施過程中，高階領導者應透過全面變革其組織的文化，形成上下一體、協同合作、不斷關注顧客需求達成、利用經驗不斷改善品質和精益求精的價值觀，才能更好地完成顧客滿意度提升之目的，達成企業的競爭優勢。最後本研究亦提出對應的管理意涵、研究限制和未來研究的方向。		zh_TW
dc.description.abstract (摘要) As widely accepted values and codes of conduct inside of a corporation, the organizational culture controls and changes the way employees behave, influencing the corporate performance and customer satisfaction. Thus, the culture change is vital to regulate organizational behaviors. Total Quality Management is a philosophy that organizations can use to improve their performance but, often there is an over-emphasis on its tools and techniques, which may take precedence over the need to create a culture, that is open to change.
This study collected the High Performance Manufacturing Round 3 data that contain 205 cases to analysis how can the top management change corporate culture to fulfill TQM and enhance customer satisfaction by using Partial Least Square. The independent variable would be Top Management Support and the dependent variable would be Customer Satisfaction. Corporate Culture would be mediating variable that contains Continuous Improvement and Learning, Customer Focus, Full Participation and Teamwork and Cooperation.
This study suggests that if the top management highly support and commit to TQM, it is better for them to foster a Total Quality Culture that stressed on continuous improvement and teamwork spirit to improve customer satisfaction. Management implications, study limitation and future study suggestion and included in the end.		en_US
dc.description.tableofcontents 第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究流程 4
第二章 文獻綜述 6
第一節 品質管理的發展與沿革 6
第二節 全面品質管理之概念 10
第三節 企業文化之內涵與分類 12
第四節 全面品質管理之企業文化構面 18
第五節 顧客滿意度之定義與重要性 22
第六節 高階領導與企業文化之關係 30
第七節 企業文化與顧客滿意度之關係 35
第三章 研究方法 38
第一節 研究架構 38
第二節 研究假說 39
第三節 研究變項之操作型定義 43
第四節 調查對象與問卷設計 44
第五節 資料分析方法 46
第四章 資料分析結果與討論 49
第一節 敘述性統計分析 49
第二節 因素分析 51
第三節 信度與效度分析 52
第四節 架構模型的顯著性與適配度分析 55
第五節 中介效果完全性之討論 57
第五章 結論及建議 59
第一節 研究結論 59
第二節 研究貢獻與管理意涵 61
第三節 研究限制與未來研究限制 63
第六章 參考文獻 65
附錄 74		zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0101355073en_US
dc.subject (關鍵詞) 全面品質管理zh_TW
dc.subject (關鍵詞) 高階領導zh_TW
dc.subject (關鍵詞) 企業文化zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) Total Quality Managementen_US
dc.subject (關鍵詞) Top Management Leadershipen_US
dc.subject (關鍵詞) Corporate Cultureen_US
dc.subject (關鍵詞) Customer Satisfactionen_US
dc.title (題名) 全面品質管理之高階領導透過企業文化以提升顧客滿意度之研究zh_TW
dc.title (題名) Total Quality Management: How Does Top Management Leadership Enhance Customer Satisfaction through Corporate Cultureen_US
dc.type (資料類型) thesisen
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