:::

詳目顯示

回上一頁
題名:探討競爭優勢之客戶滿意度--以旗勝科技為例
書刊名:商業現代化學刊
作者:戴貞德莊譯維
作者(外文):Day, Jen-derChuang, Yie-wei
出版日期:2009
卷期:5:2
頁次:頁87-98
主題關鍵詞:競爭優勢客戶滿意度Competition advantageCustomer satisfaction
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:71
  • 點閱點閱:135
市場競爭者眾,企業要維持競爭優勢的關鍵是避免與客戶需求出現落差,但是要超越客戶的期望。本研究以軟式印刷電路板-旗勝科技爲力,探討如何掌握競爭優勢構面之衡量指標,包含:供應能力是否充足、解決問題的能力,以創造企業恆久之競爭優勢。根據本研究的結果:顯示較好的產品交貨狀況會提升旗勝科技在同業中的競爭優勢之客戶滿意度。產品交貨狀況包含七項指標如出貨納期的遵守情況、出貨納期調整的配合情況、成品出貨及時情況、延期交貨時是否及時知會、試作品提供能力、緊急、訂單處理能力、產品包裝運送過程受損情況,其中以緊急訂單處理能力在同業競爭中最具優勢。
The critical competitive advantage for any corporation is to not lag behind in customer demand, but to surpass customer expectations. This research focuses such customer satisfaction concerns to the flexible printed circuit (FPC), at Mektec Taiwan Industries. We consider the measurements of competition advantage are sufficiency of supply capacity and the capability of problem resolving to sustain the competency advantages. Based upon the results of this research, customer satisfaction should improve, leading to a competitive advantage for the company. Seven measurements of successful product delivery are considered, as follows: adhering to the delivery date, proper adjustment of the delivery date, condition of the product at the delivery, immediately informing of postponed deliveries, the providing of a useful prototype, the managing of urgent purchase orders, any damaged products. Satisfying urgent purchase orders is the most important of these.
期刊論文
1.Bearden, W. O.、Teel, J. E.(198302)。Selected Determinants of Customer Satisfaction and Complaint Reports。Journal of Marketing Research,20(2),21-28。  new window
2.Berry, L.、Thomas W. T.(1982)。Relaionship Banking:Art of Turing Customers into Clients。Journal of Bank Retailing,4,64-73。  new window
3.王克捷(1998)。品質的歷史觀:五位大師的理論演化。生產力,378,91-98。  延伸查詢new window
4.黃俊英、林義屏、董玉娟(1999)。非營利組織顧客滿意模式之研究--以臺南捐血中心為例。亞太管理評論,4(3),323-339。new window  延伸查詢new window
5.翁崇雄(20000300)。服務品質評量模式之比較研究。中山管理評論,8(1),105-122。new window  延伸查詢new window
6.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
7.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
8.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。  new window
學位論文
1.黃盈文(2005)。電子材料通路商之顧客滿意分析 -以軟性印刷電路板產業為例(碩士論文)。銘傳大學。  延伸查詢new window
2.張文旗(2004)。電業服務品質與顧客滿意度之探討 -以台電公司南部地區特高壓用戶為例(碩士論文)。國立中山大學。  延伸查詢new window
3.林明遠(2003)。入口網站服務品質及顧客滿意之研究(碩士論文)。國立中山大學。  延伸查詢new window
4.郭德賓(1999)。服務業顧客滿意評量模式之研究(博士論文)。國立中山大學。new window  延伸查詢new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE