摘 要 台灣的紡織業一直都是非常重要且創匯極高的策略性產業。而近幾年來由於中國大陸及東南亞國家開放投資,其面臨的考驗及競爭壓力也是相當險峻。為了企業的永續生存及市場競爭,客製化的策略亦被紡織產業所採用。除了加強本身產品品質,服務及創新以獲得最高的顧客滿意度,是企業在市場上的競爭力及生存的最佳利器。 研究目的: 本研究主要探討紡織產業上游對下游技術服務活動,對於客戶認定實質幫助之方向及滿意項目研究,以遠東英威達公司(IFC)為例,提供技術服務在未來服務品質上提昇策略性之參考。採用問卷調查方式,導入技術服務重要性的認知、技術服務實質的幫助等相關預測變項,對IFC技術服務滿意度進行探討。透過一連串研究步驟與有關資料分析,來驗證有關紡織產業上游提供技術服務活動之最能滿足客戶的方向。 本研究以IFC公司為探討對象,結果發現: 1. 技術服務實質幫助對IFC術服務滿意的總影響效果最高,而實質幫助中又以客 訴處理的實質幫助對IFC技術服務滿意為主要影響效果。 2. 技術服務重要性的認知可透過產品創新直接對技術服務實質幫助產生正面影效果。
ABSTRACT Taiwan textile industry has always been a very important and high profitability strategic industry. Due to China and southeast countries’ open policy, the competition pressure and the critical task it is facing is also very severe. For industry sustainable growth and the competency in the market, customer oriented production strategy has always been adopted in the textile industry. Besides the inherence of the product quality, service and innovation to achieve the customer’s satisfaction are the most powerful ways for an industry to survive and compete in the market. Research purpose The purpose of this research is to deal with the activities of technical service from upstream textile industry to downstream, and to identify customer’s satisfaction items and the direction that really help in their business. Take IFC (Invista Far-Eastern corporation) for instance, with this research can help to provide valuable information to enhance the service quality in the future. Using the method of quotation to acknowledge the importance and the real benefit of technical service, the related variables can predict the customer satisfaction by the technical service from IFC. After examining a case by IFC, the following conclusions can be reached: 1. The authenticity of technical service influences the level of customer satisfaction most. Furthermore, the complaint handling has been proved to be the most effective through a more detailed analysis of several facets of technical service. 2. The importance awareness of technical service can directly produce a positive effect by products’ innovation.