製造策略、顧客滿意度與經營績效關係之實證研究－以台灣機械產業爲例

An Empirical Study on the Relationship of Manufacturing Strategy and Customer Satisfaction with the Business Performance in Taiwan Machinery Industry

陳建成(Chien-Cheng Chen)

《International Journal of Lisrel》 2卷1期 (2009/03) Pp. 18-37

https://doi.org/10.30063/IJL.200903.0002

摘要

首先，本研究試圖建立一個整合性架構，藉以探討台灣機械產業在製造策略、顧客滿意度與經營績效之關係模式；其次，本研究採用立意抽樣來抽取研究樣本，總計發放400份問卷，回收227份問卷，問卷回收率爲56.75%；最後，本研究採用線性關係模式來驗證各研究構面的影響關係。實證結果發現：(1)製造策略對顧客滿意度有正向影響關係；(2)製造策略對經營績效有正向影響關係；(3)顧客滿意度對經營績效有正向影響關係；(4)製造策略會透過顧客滿意度的中介影響，進而對經營績效產生有顯著的正向影響。

關鍵字

製造策略 ； 顧客滿意度 ； 經營績效 ； 台灣機械產業

並列摘要

First of all, the purpose of this study is to construct an integrated model, and to examine the relationship among manufacturing strategy, customer satisfaction and business performance for Taiwan machinery industry. Secondly, this study use judgment sampling method select research sample from Taiwan pharmaceutical industry, there are total 227 valid samples, and the response rate is 56.75%. Finally, this study applies structural equation modeling (SEM) technique to measure the relationship between the constructs. The findings of this study are as following: (1) the manufacturing strategy is directly and positively related to customer satisfaction; (2) the manufacturing strategy is directly and positively related to business performance; (3) the customer satisfaction is directly and positively related to business performance; (4) the manufacturing strategy is directly and positively related to business performance by the intermediary effect of customer satisfaction.

並列關鍵字

manufacturing strategy ； customer satisfaction ； business performance ； Taiwan machinery industry