半導體設備經營策略研究—以D公司為例

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半導體設備經營策略研究—以D公司為例

The Service Innovation Strategies of Semiconductor Equipment Companies —The Case of Company D

陳冠吾 , Masters　　Advisor：李存修;黃崇興　　

繁體中文

半導體設備產業；服務品質；顧客滿意度；服務創新； Semiconductor equipment industry ； the quality of service ； innovative service model

Abstract │ Reference (43) │ Altmetrics

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Since the 70s, Taiwan has been the leading player in the development of semicon- ductor industry. However, in recent years, the emergence of mainland China has resulted in a drain of technology and talent in Taiwan, which no longer retains the absolute superiority in the semiconductor industry. Fixed assets often contribute to the bulk of overall capital investment spending in the industry, such as procurement of machine equipment. And given the rise of "red supply chain", the competition in the semiconductor equipment industry will even be more intense. 
  Traditionally, the competitive advantage of equipment industry tends to be in product quality and price. Typically, customers’ needs can be met so long the product quality is good. But with the rapid progress of technology, the relationship between semiconductor equipment suppliers and manufacturers has since evolved from being competitors to interdependent in nature. Therefore, besides placing importance on the quality of their products, the semiconductor equipment company should also focus on the quality of service provided and the level of customer's satisfaction. 
  The intent of this research report is to explore the nexus between the service quality and the satisfaction of the semiconductor equipment supplier companies. Through in-depth study of related material and making reference to company's satisfaction survey, data will be analyzed extensively. Thereafter, an innovative service model will be recommended for the companies’ consideration and the new results will in turn be used for industry reference.  
  This study suggests the company concerned pays attention to "reactive" and "assurance" in the area of quality service, and adopt the concept of innovative service model. This will serve to enhance the company's customer service satisfaction and maintain the company's industrial competitiveness.

Reference ( 43 ) 〈TOP〉

3. 林森弘(2009)，台灣半導體設備服務業之策略分析，國立交通大學高階主管管理碩士論文，23-33，41-43，86-95。
連結：
5. 郭儼頡(2008)，產品品質、服務品質與價格對顧客滿意度與忠誠度之影響─以半導體設備商個案公司為例，國立成功大學高階管理碩士在職專班碩士論文：84-87。
連結：
6. 陳正男(2008)，服務品質、顧客關係與管理、品牌形象對顧客滿意度影響之研究-以半導體設備代理商H公司為例，國立成功大學高階管理碩士在職專班碩士論文，89-91。
連結：
9. 劉佩真,(2015)，臺灣經濟研究月刊，台灣經濟研究院。
連結：
1. B. Joseph Pine II , James H. Gilmore(2000), The Experience Economy: Work Is Theater & Every Business a Stage, Penguin/Highbridge
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