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  • 學位論文

國防科技技術服務推廣顧客關係管理、服務品質及科技保密法制對顧客滿意度之相關研究

A study of relationships among Customer Relationship Management, Service Quality and Customer’ Satisfaction Constrained by Secrecy Regulations of Defense Technology Service Promotion

指導教授 : 廖本哲

摘要


中山科學研究院被賦予擔任國防科技研究發展的重責大任,數十餘年來,已建立了相當完整的科技能量,除持續依國防政策研發新一代之武器外,更配合政府提昇產業競爭力及業界需求,運用多年之國防研發能量與經驗,協助國內產業提升開發產品之技術水準,開拓國內外市場,提高國際競爭力,並結合國防科研與經濟部科專計畫,成立「軍通產合開發計畫」,透過部分技術移轉民間,協助國內產業升級,提升國家整體競爭力。 本研究主要目在探討廠商對「軍通產合開發計畫」技術服務推廣部門期望與實際感受服務中,顧客關係管理及服務品質與其顧客滿意度之關聯性及「軍通產合開發計畫」技術服務推廣在國防科技保密法制下,對顧客滿意度之影響。並根據研究結果分析並提出建議,供「軍通產合開發計畫」技術服務推廣部門、各企業界的管理階層提昇顧客關係管理及服務品質之策略參考。 本研究採用Parasuraman, Zeithaml, and Berry三位學者所提出的服務品質概念性模式,針對技術服務品質缺口五作檢定與分析,衡量出顧客在服務品質理上各構面的期望與實際滿意度落差(缺口),此缺口會影響顧客的知覺服務品質滿意度,並進一步研析顧客知覺服務品質、顧客關係管理及科技保密法制與顧客滿意度之關係,最後再探討顧客基本統計變項的關係。 研究結果發現,顧客期望服務與實際感受服務有顯著差異,顧客實際感受服務水準普遍低於期望服務水準。而知覺服務品質及顧客關係管理系統會影響顧客滿意度,但並不是每一個知覺服務品質及構面均會對顧客滿意度造成顯著影響,其中在技術服務推廣中,僅有「可靠性」服務、「保證性」服務、「跨功能整合」及「關係品質」對顧客滿意度的影響是顯著的,其它有形性服務、反應性服務、關懷性服務、產出效益及市場導向對顧客滿意度的影響並不顯著。科技保密法制對顧客滿意度具有正向影響,但僅有「移轉利益」具有正向且顯著性影響,乃因技術移轉之內容大都據市場之獨占或領先性,因此雖受科技保密法制限制,部分利益可能無法獲得滿意,影響對技術移轉配合意願之實際感受水準,惟大多尚能接受。另外在不同顧客統計變項,對顧客滿意度及知覺服務品質影響方面,均不會產生顯著的差異。

並列摘要


The Chun-Shan Institute of Science and Technology is established to develop defense technology, therefore, our country can make its unique weapon systems. During the past decades, the institute has accumulated a lot of technology capacity and experience, which are continuously not only, following the defense policy, to support the development of next generation weapon system, but also, coordinating with the government scheme, to help local industries demand to leverage their competitive strength and skill level of products. In order to transform defense technology into commercial products, the institute set up the Dual-use technology cooperative program. On the basis of common technology for defense and industry, this program, each year, receives budget from Ministry of Economic Affair(MOEA) to administer many projects to create value innovation and to promote local economy. The main purpose of this research is to study customers’ relationship of the department of technology promotion which is the main mission of the Dual-use technology cooperative program. The study dedicates in finding the correlation among management of customers relationship, service quality, and customers satisfaction and influence of nation defense security law to the customers satisfaction for the technology promotion. The study results will be analyzed and suggestions will be proposed to the department of technology promotion and administrators of enterprises for their references in design strategy of promoting customers relationship and quality of service. This study adopts a concept model of quality of service proposed by Parasuraman, Zeithaml, and Berry which inspects and analyzes nicks of service quality. This study is designed to evaluate gaps between expectation and reality for quality of service in different aspects. Gaps will affect customers’ feeling of service quality. Furthermore, the study also investigates customers satisfaction associated with the correlation among customers’ feeling of service quality, customers relationship and technology security regulation. This study concludes that there exists an obvious difference between customers’ expectation and perception, and finds that customers feel that, on average, service quality is below their expectation. In addition, this study also concludes that feeling of service quality and management of customers’ relationship can affect customers’ satisfaction, however, customers’ satisfaction is not affected by every aspect of feeling of service quality. Only aspects of reliability service, guarantee service, integration function and quality of relationship can affect customers’ satisfaction, the affection of rest services is not obvious. Based on ANOVA, this study does not find that customers’ satisfaction and feeling of service quality are not remarkably affected by different customers.

並列關鍵字

CRM Customer’ Satisfaction PZB Service Quality

參考文獻


參考文獻
壹、中文部份
吳欣穎,「企業導入顧客關係管理之研究」,碩士論文,國立台北大學 企業管理研究所。民國八十八年。
李意凡,「顧客關係管理、服務品質、顧客滿意運用於商用軟體公司之探索性研究」,碩士論文,成功大學企業管理研究所。民國九十四年。
洪世全,「服務品質、服務價值與顧客滿意度的關係」,碩士論文,台灣大學商學研究所。民國八十八年。

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