透過ANP評估製造業的服務系統設計的關鍵因子

Evaluating the Key Factor in Service System Design for Manufacturing by Analytical Network Process

劉政劭(Cheng-Shao Liu)

指導教授 ： 葉英傑

國立中央大學/管理學院/工業管理研究所/碩士(2012年)

摘要

服務系統在現代有越來越重要的趨勢。不只是在服務業，各個產業都想透過服務系統來幫助他們增加顧客。
在本研究，我們應用服務系統在製造業裡。我們用ANP來評估服務品質對顧客滿意度的影響。我們根據製造業的特色設計一個關係架構圖，接著我們發放問卷給一些有這方面背景的人士填寫。在我們的問卷裡, 我們想知道各個因子在高科技產業中的重要性比較。而且我們將知道哪一項服務品質在高科技產業中是最重要的。而我們就以那項服務品質來做為設計服務系統的基礎。最後,我們比較服務系統設計應用與製造業和服務業的差異。

關鍵字

服務系統 ； ANP ； 服務品質

並列摘要

Service system is more and more important recently. Not only in service industry, but every industry wants to introduce service system into their operation which may improve number of customer.
In our research, we apply the service system into manufacturing. We use ANP methodology to evaluate the influence of service quality. We design the relative framework according to the characteristic of manufacturing, and we place the questionnaire survey to some authorities. In our questionnaire, we want to know the relationship of the elements in the high-technology manufacturing. We will know which service quality is the most important element in service system of high-technology manufacturing. And we will design the service system based on this service quality. Eventually, we compare the difference of service industry and manufacturing when design service system.

並列關鍵字

service system ； ANP ； service quality

參考文獻

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