供應商的ISO驗證及其區域性差異是否產生顧客知覺服務品質與顧客價值間的調節效果－以3C產業為例

Do the ISO Certification and Regional Difference of Suppliers Create the Moderating Effect between the Customer's Perceived Service Quality and Customer's Value - 3C Industry as an Example

張素蘭(Su-Lan Chang) ； 張正昌(Cheng-Chang Chang)

《致理學報》 34期 (2014/07) Pp. 201-268

摘要

本研究旨在了解供應商ISO驗證及其區域性差異是否在顧客知覺服務品質與顧客價值間產生調節效果。以C公司海峽兩岸之供應商與客戶品質系統相關人員為問卷對象，以SPSS統計套裝軟體進行敍述性統計、信度分析與迴歸分析，得到的結論歸納如下：1.顧客知覺服務品質與顧客價值量表的內部一致性良好，皆具有高信度水準；且顧客知覺服務品質會正向顯著影響顧客價值。2.具有ISO驗證之台灣供應商對台灣顧客之顧客服務品質會對顧客價值產生正向影響；中國供應商對中國顧客服務品質則不會對中國顧客價值產生調節效果。3.具有不同種類ISO驗證之台灣與中國供應商皆會在知覺服務品質顧客價值間產生調節效果。4.對台灣顧客而言，具有ISO驗證之台灣供應商比中國供應商，更容易在知覺服務品質與顧客價值間產生調節效果。而具有不同種類ISO驗證之台灣或中國供應商皆不會在顧客服務品質與顧客價值產生調節效果。

關鍵字

ISO驗證 ； 區域性差異 ； 顧客知覺服務品質 ； 顧客價值

並列摘要

The research main purpose of this research is to understand if ISO certification & regional difference of those suppliers would bring ＂regulating effect＂ in customer perceived service quality & customer value. The questionnaire respondents of this research will be Taiwan & China suppliers of C company, Staffs of C company and QA team of her customers only. We will use SPSS statistics software package to take ＂descriptive statistics＂, ＂reliability analysis＂, ＂regression analysis＂ and the result is concluded in below: 1. Scale of customer perceived service quality & customer value shows Good internalconsistency & high level reliability and customer perceived service quality will impact customer value obviously & positively. 2. Taiwan customer service quality of Taiwan suppliers who have already appliedISO certification will bring positive influence to customer value and China customer service quality of China suppliers who have already applied ISO certification will not bring regulating effect in China customer value. 3. Taiwan and China suppliers who have applied different ISO certification will be easier to bring Regulating effect in customer's value of perceived service quality. 4. For Taiwan customers, Taiwan suppliers who have applied ISO certification will be easier than China suppliers to bring regulating effect in perceived tangibility & sociality value. And for Taiwan customers, no matter Taiwan or China suppliers who have applied different ISO certification, their customer perceived service quality will not bring regulating effect in customer value.

並列關鍵字

ISO Certification ； regional difference ； customer perceived service quality ； customer value