品質成本制度實施程度與TQM制造績效之相關性研究

The Relation Study Between Cost of Quality Practice and TQM Manufacturing Performance

湯玲郎(Ling-Lang Tang) ； 林正明(Cheng-Ming Lin)

《中華管理學報》 3卷3期 (2002/11) Pp. 57-73

https://doi.org/10.30053/CHJM.200211.0004

摘要

如何有效衡量網路行銷環境中的服務品質，在電子商務研究中並沒有受到重視，由於目前的SERVQUAL及IS-SERVQUAL量表，主要著重於傳統行銷及資訊系統環境，因此SERVQUAL必須經過驗證及調整，才能符合網路行銷的環境。本文主要的目的便是，發展一個適用於數位產品網路行銷環境的服務品質衡量模式。首先，本文將探討服務品質構念的概念化及操作化，接著描述服務品質量表的問項調整程序、資料蒐集方法、以及量表的驗證程序。本研究運用配額抽樣法，分析了260個有效樣本，進一步確認了電子商務服務品質衡量模式的信度與效度。而本文也說明了服務品質衡量模式對實務界及學術界可能的應用方向。最後，本文則討論了研究限制，並提出一些未來的研究方向供後續學者參考。本研究所發展出具有信度與效度的衡量模式，將是電子商務理論發展的基礎，更提供了不同研究結果之間相互比較與解釋的共同架構。

關鍵字

全面品質管理 ； 品質成本 ； 制造績效

並列摘要

The measurement of customer perceptions of service quality in Internetmarketing environment has been largely ignored in the EC literature.It is arguedthat the current SERVQUAL and IS-SERVQUAL instruments need to be refinedand validated to fit Internet marketing environment as they are targeted primarilytowards either traditional marketing or information systems context.This articlevalidates and refines a comprehensive model and instrument for measuringcustomers' perceptions of service quality in organizations providing digitalproducts and services.After a discussion of the conceptualization andoperationalization of service quality construct,the procedure used in modifyingitems,collecting data,and refining a multiple-item scale is described.Subsequently,evidence of reliability and validity on the basis of analyzing datafrom a quota sample of 260 adult respondents is presented.The potentialapplications for practitioners and researchers are then explored.Finally,this paperconcludes by discussing limitations that could be addressed in future studies.Thefinal EC-SERVQUAL instrument with good reliability and validity will beessential to the development and testing of EC theories,and provides researcherswith a common framework for explaining,justifying,and comparing differenceacross results.

並列關鍵字

Total Quality Management ； Cost of Quality ； Manufacturing Performance