面對半導體產業迅速的變化,供應鏈管理是一個重要的課題,而供應商稽核是管理供應商的重要手段之一,越來越多公司透過供應商稽核來提升供應商的整體管理品質。 本研究參考SERVQUAL與SERVPERF發展適合客戶稽核業務的服務品質評量表,以掌握客戶對客戶稽核服務的期望與滿意度以及對客戶稽核服務的整體評價,並且利用重要-表現分析法(IPA)鑑別客戶稽核服務品質的重點改善要項,作為後續改善的建議參考。 研究結果顯示SERVQUAL與SERVPERF量表,不僅適用於對一般消費者進行的服務品質評量,也適用於B2B的服務品質評量,是一套值得業界研究與應用的工具。
Faced with the rapid changes in the semiconductor industry, supply chain management is an important topic, and supplier audit is an important management tool, too. More and more companies drive supplier quality to take continuous improvement by supplier audit. This study refers SERVQUAL and SERVPERF to develop suitable service quality survey on customer audit handling service quality. The survey helps to catch customer expectations and satisfaction on customer audit handling services, and assess the overall evaluation of customer audit services. In addition, the study also uses important - performance analysis (IPA) to identify the most weakness to be improved on customer audit service and provide recommendations for improvement. The results showed that SERVQUAL and SERVPERF surveys are not only suitable for the assessment on the general consumers, but also for B2B staffs. They are well worth tools for industry.