電腦直接輸出版材與服務品質滿意度之研究

The Study on Customer Satisfaction of Products and Service Quality for CTP Plate

陳昌郎(Chang-Lang Chen) ； 黃旭光(Hsu-Kuang Huang)

《中華印刷科技年報》 2011 (2011/03) Pp. 131-150

https://doi.org/10.30153/JCAGST.201103.0011

摘要

印刷產業受到數位製程的影響，以CTP取代網片輸出的製版的方式已逐漸普及，本研究主要目的為了解顧客使用各式平版CTP版材時，對於印版之產品和服務品質之滿意度及重視度。本研究對象以台灣有使用CTP版材之印刷廠進行問卷調查。由問卷之分析結果發現，台灣目前使用感熱版佔大多數，並以中小型印刷廠居多，產品品質及服務品質兩方面之滿意度和其重視度之一致性皆有落差；業者應就印刷廠所重視之要因積極改善，方能在競爭的版材市場中取勝。在產品品質方面：塗布均勻性、沖版過程、亮部階調網點再現品質、中間階調網點再現品質、上印機後之水墨平衡效率、印刷髒點表現在滿意度及重視度方面皆較高；版材表面完整、暗部階調及網點再現品質、印刷與打樣為顧客重視度高，但滿意度低。在服務品質方面：充分授權員工解決問題、業務人員良好禮貌、送貨服務之時效在滿意度及重視度方面皆較高；報價價格合理、客訴問題處理速度為顧客滿意度低，但卻是相當重視的項目。研究結果以作為版材供應商改善品質之參考。

關鍵字

CTP ； 顧客滿意度

並列摘要

Due to the development of technology, Hardware of different variety of industry is continuously innovated and developed. Printing technology is one of the traditional industries in Taiwan. By the influence of digital workflow printing process, replacements of using CTP for the film produce have become more common. The main purpose of this study is to research the customer satisfaction of product quality and service quality of different manufactures. The research method of this study is descriptive research by using questionnaire. The questions aim at the customer satisfaction of product quality and service quality. The main measuring for survey is sampled from manufactures which have been using CTP plates in Taiwan. Analyzed result of questionnaire indicates that most of the manufactures in Taiwan are using thermal plates, especially small and medium enterprises. Because of consistent gaps between satisfaction degree and importance of product quality and service quality, suppliers of CTP plates need to enhance factors that customers attach actively in case to win the competition of plates market. Satisfaction degree and importance of quality performance at highlight tone dot reconstruction, ink picking problems and fitting the concept of saving energy and reducing carbon footprint are higher at product quality section. Customers still unsatisfied most but attach most of whether the price is reasonable. Result of research shows that thermal plates are more stable then violet plates, furthermore, customer are more satisfied with the printability of thermal plates.

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