透過您的圖書館登入
IP:54.89.70.161
  • 學位論文

服務業之成功經營模式實證分析

The Empirical Analysis of Service Industries’s Critical Success Factors

指導教授 : 楊錦洲

摘要


台灣已進入已開發國家之行列。台灣的服務業之產值佔GDP約70%,但台灣的服務業之競爭力卻較弱,因此,台灣的服務業需要了解其關鍵成功因素,並進而發展出企業的核心競爭力。 本研究是以Jonson et al.(2008)之模式為基礎來進行關鍵成功因素之研究。該模式含蓋了關鍵資源、關鍵流程、顧客價值主張、及獲利模式四個構面。我們利用這四個構面與經營績效之間的關係來建立服務業之關鍵成功因素的架構,並因而建立結構方程式(Structure Equation Model, SEM)模式。透過問券設計來進行問券調查,問券回收之後,整理問卷及統計分析。 利用SEM模式的實證分析來探討構面之間的因果關係,及對經營績效之影響程度。並由其分析結果可以了解到關鍵資源為企業發展的根本,故擁有好的關鍵資源會進而正面的影響到關鍵流程、重視顧客價值主張及獲得優異的獲利模式,且優異的獲利模式也會受到重視顧客價值主張以及關鍵流程的正面影響,而經營績效是用來做為判斷企業競爭力的重要標準,其中,又以優異的獲利模式會直接影響到經營績效。故透過各個構面之間的相互關係可以了解到服務業之關鍵成功因素。由本研究的分析結果可得到關鍵成功因素。如“關鍵資源“中的關鍵成功因素為“專業技術與科技運用”及“良好的市場區隔與定位”;在“關鍵流程” 中的關鍵成功因素為 “商品服務遞送流程”;在“顧客價值主張”構面之關鍵成功因素是“優質的服務方式”;構面“獲利模式“之關鍵成功因素則是“有效的成本控制”。服務業者在本研究的分析結果中找到適合業者本身的關鍵成功因素,並以此做為建立核心競爭力之基礎。

並列摘要


According to service industry has became the main industry in many developed countries, it has also become the main industry in Taiwan. Finding business critical success factor and use it can helped a firm gaining competitive and sustainable development in the competition environment in Taiwan. This research found the connection between key resources, key process, customer value proposition, profit formula and business performance by literature. Established a service industry success business model and then establish a structural equation model. After design the questionnaire we investigate the level of agreement of our model, and analysis the data, ranking the dimensions by the level of agreement, analysis the difference in our dimensions of different kinds of service industry. This research investigated and revised the relationship between the dimensions by analysis the structural equation model. At last we gave a conclusion and suggestion. The results of this study could help service industries to develop strategies from these critical success factors in order to enhance the competitiveness and stainable development of enterprises.

參考文獻


1. Acqquaah M.(2013),”Management control system, business strategy and performance : A comparative analysis of family and non-family business in a transition economy in sub- Saharan Africa”, Journal of Family Business Strategy (2013),receive only.
5. Bagozzi, R. P.,& Yi Y.(1998),” On the evaluation of structural equation models”, Academy of marketing Svience,16(1),74-94.
6. Banomyong, R., & Supatn, N. (2011),” Developing a supply chain performance tool for SMEs in Thailand”, Supply Chain Management: An International Journal, 16(1), 20–31.
7. Bogomolova, Svetlana (2010),”Service quality perception of solely loyal customer”,International Journal of Market Research,35(6),793-810.
8. Chen, M.K. & Wang, Shih-Ching.(2010),”The critical factors of success for information service industry in developing international market: Using analytic hierarchy process (AHP) approach”,Expert System with Applications,37(2010),694-704.

延伸閱讀