教學輔助設備產品與服務品質對使用者忠誠度影響之探討

中華民國政府近年來在前瞻計畫內積極發展數位建設、網路基礎建設、充實數位化教室等方面注入了大量的資源，本著國家的競爭力從教育做起的遠景，積極的提供最新科技進入學校的課堂上。近幾年來在教室中輔助教學設備銷量最大宗，教師感受到助益最大的設備是觸控顯示器，無論是顯像的效果、亮度、彩度、穩定性高及低耗材等多項優點的商品，致使採購該設備的金額每年以著倍數的成長，熱潮趨勢相對帶動了全國性的教學創新以及授課型態大幅改革的榮景。以往企業經營管理的心路歷程，大都是專注在產品的售價與成本之間如何取得獲利的利基點。在現代科技蓬勃發展的商場環境中，如何培養出具有高度忠誠度的顧客群，相信是每個企業經營者的最終目標；在「硬體品質」該項中追求穩定安全性，在「軟體品質」的範疇中設計出讓使用的顧客覺得具有高度的便利性，「廠商服務品質」是消費者對於企業感受最直接也是最深刻的代表，透過廠商服務的品質可以感受到企業對顧客的尊重與專業。本研究以硬體品質、軟體品質、廠商服務品質為自變數，以知覺價值、使用者滿意度為依變數，以學校各班級教室中教學使用的觸控顯示器為研究場景，探討使用該產品的客戶，心中感受最深刻的是哪一個自變數構面；經過設計問卷、蒐集答卷者的資料後經過統計軟體的分析，及參考專家學者的文獻後，研究結果得到使用者滿意度最高的是軟體品質，其次是硬體品質，再來就是廠商的服務品質，此三項自變數對於使用者滿意度與忠誠度的各項假設均成立且有正向影響。

關鍵字

硬體品質；軟體品質；廠商服務品質；知覺價值；使用者滿意度；忠誠度

並列摘要

In the past, the mentality of enterprise management was mostly focused on the niche point of how to obtain profit between the selling price and cost of the product. That modern technology is flourishing in the business environment, how to cultivate a highly loyalty base is believed to be the ultimate goal of every business operator; ” is designed to make customers feel highly convenience. Service quality is the most direct and profound representative of consumers’ feelings for the company. Through the quality service, can feel the company’s respect and professionalism for customers. . This research takes hardware quality, software quality, and service quality as independent variables, and takes perceived value and customer satisfaction as dependent variables, and takes the touch monitors used in teaching classrooms of the school as the research scene to discuss the customers who use the product. , which aspect of the independent variable is most deeply felt in my heart; after designing questionnaires, collecting respondents’ data, analyzing statistical software, and referring to the literature of experts and scholars, the research results show that the highest user satisfaction is the software quality , followed by the hardware quality, and then the service quality. These three variables are all established and have a positive impact on the assumptions of customer satisfaction and loyalty.