手機產品維修之多目標差異化服務研究

目前因應消費者對手機的依賴度，手機產品維修服務如只提供單一規格維修交期與收費標準，不僅無法滿足消費者對快速維修服務的需求也大大的降低本身的利潤，然而現今的商業模式已走向差異化服務，業者勢必要提供優於現在服務水準，本研究以台灣市場的手機維修服務業為例，探討不同交期之價格差異化服務，來取得更高的利潤與顧客滿意度。本研究以變動鄰域搜尋法結合粒子群演算法為基礎，利用模擬程式產生平均利潤與顧客滿意度，最終搜尋出區域最佳組合解，為業者提高利潤與顧客滿意度。研究顯示差異化服務得出的結果，都優於現今業者定價與無差異化服務。另外藉由敏感度分析去調整訂單間隔時間與人員調度，找出影響經濟效益的敏感性因素，而訂單間隔時間增加會使棄單量下降及每天接取的訂單數下降，導致滿意度上升利潤下降；維修人員減少會使棄單量上升及每天接取的訂單數下降，導致滿意度下降利潤下降。

關鍵字

差異化服務；粒子群最佳演算法；變動鄰域搜尋法

並列摘要

To deal with consumer’s dependence on cellphone, if mobile product service only provides one standard maintain deadline and charge, not only can’t it satisfy consumer’s demand for fast maintain service but also it will reduce the profit. However, business mode has already moved towards Differentiated Service. Vendor needs to provide better service quality. This research took Taiwan’s Differentiated Service for Cell phone Maintenance for example, exploring different delivery date with Differentiated Service to gain more profit Customer satisfaction. This research combined VNS and PSO, and used simulate program produce average profit and Customer satisfaction. In the end get the area optimal solution to increase profit and service quality. The result says that Differentiated Service is better than the service which doesn’t have Differentiated Service and offer price. Futhermore, this research maked use of sensitivity analysis to adjust order interval time and human resource to find the sensitivity factor which would affect economic benefit. In terms of result, order interval time increasing would reduce the daily order lost, which will lead to Customer satisfaction enhancement. Also, reducing maintain man power will increase order lost, and when daily order reduce, it will lead to profit decreasing.