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系統編號:

087NCTU0031035

出版年:

研究生:

黃啟鑫

研究生(英文姓名):

Chi-Hsin Huang

論文名稱:

評估工業產品整體品質程序之研究

英文論文名稱:

Studies on the Procedure for Evaluating the Total Quality of Products

指導教授:

唐麗英

指導教授(英文姓名):

Lee-Ing Tong

學位類別:

碩士

校院名稱:

國立交通大學　

系所名稱:

工業工程與管理系

學號:

8633536

學年度:

語文別:

中文

論文頁數:

關鍵詞:

服務品質 ; 顧客滿意度 ; 標竿 ; 顧客忠誠度 ; 產品整體品質

英文關鍵詞:

service quality ; customer satisfaction ;
benchmarking ; customer loyalty ; total quality

被引用次數:

[ 摘要 ]

　　在以顧客為導向的消費時代，消費者對於工業產品的品質要求越來越嚴格，除了產品本身的品質之外，其相關的服務也相當重要，因此要衡量一個工業產品的整體品質，必須包含兩部份：產品本身的品質和相關的服務品質，這樣才能完整地反應出產品品質的好壞。目前關於服務業之服務品質的量測與顧客滿意度調查的相關文獻非常多，但是對工業產品整體品質方面的研究則不多見，也沒有一個可以衡量工業產品產品整體品質的適當量表。
　　本研究的主要目的即是發展一套評估工業產品品質的流程，藉以衡量工業產品的整體品質。在衡量工業產品整體品質之後，可將整體品質量化後得到一個工業產品整體品質的分數，這個分數除了可以作為各家廠商的標竿（benchmarking）比較之外，並且可以針對各家廠商建立一個可以預測顧客忠誠度（再次消費意圖）的系統。結合產品之整體品質資訊與顧客滿意度，可以形成一套資訊回饋系統，能有效地將顧客的意見充份地反應出來以供廠商作為改善其工業產品整體品質的依據。本研究以台灣手機產品整體品質為例，來說明如何應用本研究所構建的評估工業產品質流程。

[ 英文摘要 ]

In the customer-oriented consuming age, consumers pay much more attention to the product than before. In order to accurately assess the total quality of products, two parts must be included: product quality and related service quality. There have been many studies on the service quality and the customer satisfaction, but among them only few are related to the products.
The objective of this study is to develop a procedure to properly evaluate the total quality of products and to construct the quality index. The quality index can not only be utilized to benchmark various brands of product, but also to predict the customer''s loyalty to a certain brand. The information of total quality and the customer satisfaction can provide the manufacturers a direction to improve their products'' total quality. Moreover, the proposed procedure is a general procedure can be used for evaluating the total quality of any product. A case study of evaluating the total quality of mobile phone is illustrated to demonstrate the effectiveness of the proposed procedure.

[ 論文目次 ]

第一章　緒論1
1.1 研究動機與目的1
1.2 研究方法1
1.3 研究流程2
第二章　文獻探討3
2.1服務業和製造業的比較3
2.2服務品質4
2.3顧客滿意度6
2.4服務品質和顧客滿意度之間的關係8
2.5顧客忠誠度（再次消費意圖）8
2.6應用模糊理論轉換模糊資料9
2.7衡量工具的效度與信度11
第三章　衡量工業產品整體品質之量表建構程序與
　　　　顧客忠誠度系統之建立13
3.1工業產品品質量表之構建程序14
3.2工業產品服務品質量表之構建程序17
3.3計算工業產品整體品質量表和工業產品整體品質分數20
3.4建立預測顧客忠誠度系統20
3.5研究架構流程21
第四章　實例驗証23
4.1工業產品品質量表之構建23
4.2工業產品服務品質量表之構建29
4.3計算工業產品整體品質分數以及標竿比較35
4.4建立預測顧客忠誠度系統及資訊回饋系統37
4.5關於本研究的相關分析結果39
第五章　結論41
參考文獻42
附件一：台灣手機產品整體品質問卷調查45

[ 參考文獻]

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