Because most of Taiwan semiconductor industry are (OEM; Original Equipment Manufacturer) and the major customers have two type: One is IDM which has own IC design, fab manufacturing, IC assembly and IC test, for example IBM,Inter¡Ketc.And the other is IC design houses which only have IC design, and let fab manufacturing, IC assembly and IC test outsourcing, for example Media Tek, Etron...etc. In order to force on core technology, the company¡¦s strategy is outsourcing and the outsourcing capacity will release to subcontractors. How to increase new package development performance is the major points to make sure subcontractors can get outsourcing capacity and it also can let company transfer from OEM to ODM. New package development is the basic procedure and the core technology in the semiconductor industry. Due to the product become high risk, shorter life cycle time and faster technology innovation, it causes the company will be more competitive in the world. In order to keep growth, it¡¦s very important to make sure the success of new package development. That¡¦s reason why more and more company involve customers knowledge in the new package development to reduce uncertainty, shear financial risk and provide the key decision. Believe in the customer knowledge management, customer characteristic and market information are all affect the new product development performance.

Service quality plays an important role in business performance, low cost, customer satisfaction, customer royalty and making profit. Now, the free market of Independent Power Project has a significant impact on Taiwan Power Company (TPC), and TPC will have more competitions in the future. In order to retain the current customers, TPC should provide the service quality which meets the need of customer more, and raise the level of customer satisfaction thus. This research studies the correlation between the service quality of electricity industry and customer satisfaction. It is based on PZB model of service quality and customer satisfaction and the objects are the customers of TPC in Science Park. The mains conclusions are shown as the following: 1. For those customers in the Science Park, there is significant difference between the expected service quality and the perceived service quality in electricity industry. 2. There is no significant difference between the expected service quality from Science Park customers and the management perceptions of consumer expectations in electricity industry. 3. There are four dimensions are extracted to evaluate the service quality of electricity industry, including reliability, empathy responsiveness, convenience assurance, and tangibles. To evaluate the customer satisfaction, there are two dimensions extracted, including the staff service and total satisfaction and service value. 4. The convenience assurance and tangibles dimensions in perceived service have positive influence on customer satisfaction. 5. The convenience assurance dimension in expected service have positive influence on customer satisfaction. 6. The convenience assurance and tangibles dimensions in perceived service quality have positive influence on customer satisfaction. 7. This research compares two evaluating models of service quality, including the ¡§SERVQUAL¡¨ and ¡§SERVPERF¡¨. In the result of regression analysis, the ¡§SERVPERF¡¨ has higher interpretation ability in customer satisfaction (55.3%). 8. These statistic variable of customer population including ¡§Science Park site¡¨, ¡§contract capacity¡¨, ¡§use tally High tech industry SEMIF47 production machine¡¨, ¡§install prevents the voltage to plummet equipment¡¨, and ¡§install Uninterruptible Power Supply¡¨, have significant difference on customer satisfaction.

Due to the environment was not carefully preserved, the food became harmful to health gradually. Therefore, a great number of people may live a cozy life now, but far from healthy. When people learned that organic food is good for health via media, chain stores that sell organic food popped put. Although plenty of people are suspicious of the benefits of organic food, more and more customers are willing to give it a try. When competitors continue to enter the organic food retailing business, fierce competition is inevitable. For the purpose of being outstanding in the organic food industry, companies have to do their utmost to make customer feel satisfied. This research regards the customer satisfaction of Santa Cruz as the main object. By questionnaires, this research surveyed the performances of clerk, product, promotion, and so forth, in an endeavor to figure out which part should be monitored carefully, and try to find out the causes. Instead of questionnaires, exchanging opinions with customers is quite helpful, make this study much more complete. Eventually, I came up with thoughts about the development of whole industry. Moreover, several recommendations with regard to salespeople, customer relationships, and business model were advanced, hoping that these advices will be useful for Santa Cruz to improve customer satisfaction.

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To cope with the current increase in both competition and customer requirements, traditional construction enterprises need more efficient methods to manage their relationships with customers. From the recession of Taiwan in recent years¡Atraditional construction industry needing to transform and escalate is no longer a empty verbiage. The construction industry has huge market potential undiscovered. Analyzing the information returned from customers and products, business can provide active and accurate services to the right customers through the right ways at the right time and raise the customers satisfaction. As the importance of CRM pertaining to management of relationships with customers has been recognized, meanwhile, with regard to implementation of the extensive software which involves investment of massive human resources, capital, and time, many critical decisions still need to be concerned. This research aims at extracting relevant factors affecting the adoption process and proposes a convincing framework verified by an empirical case study. Induction is used in the research. The first hand data are gathered through interviewing and circulating the questionnaire. After summing up this information and other relative articles and analyzing them with descriptive statistics, the result is derived and the conclusions are made according to the objective and frame of the study. The conclusions of this research are¡G (1)CRM is very important to the management. (2)Home Renovation should carry out the standard procedure of service to create customer value and to gain competitive advantage. (3) Home Renovation should emphasize on the collecting of the information of customers and looking for the best niche that can generate more profit on house repairing. (4) Customers expect to have professional Home Renovation team to run this market and offer high quality service. (5) The employees on first line play a very important role on building the relationship with the customers. (6) Home Renovation should follow the plan step by step to phase in the CRM. It only works when you really fulfill the plan and correct it timely. Some advice is offered in this research report, such as recommending that the government should build a safety system on all buildings and should make emphasis on the concept of house repairing and diagnosing. Home Renovation should know for sure what benefits that CRM will bring. Basically we can apply this research report to the real practice. When facing virtual problems in business operation, we can turn them in to management problems and then transform them into the themes for research and find out the solutions through scientific ways. Keywords: Customer Relationship Management¡BCustomized Service¡B Customer value¡BCustomer need¡BCustomer satisfaction

Abstract These years, due to the speedy growing up economic in Taiwan, the amount of all kinds of tall buildings increase rapidly; in the meantime, the water and electricity installation of building is getting important day by day, because it is the predominant element which the construction of building¡¦s function condition depends on. How to create good relationship with customers and earn the trust from customers and satisfy the demands of customers by the good interacting between company and clients, turns into a big issue to the water and electricity installation industry. Increasing customer value, raising the customer satisfaction, making customer have loyalty to the company can be keys to be success. Therefore, customer relationship management (CRM) becomes the way, which the water and electricity installation industry should focus on in the future. This research is based on three sounder water and electricity installation industries in Kaohsiung and it is composed by analyzing of case company¡¦s environment, target and characteristics, and then observes the case company¡¦s activities in CRM. According to the result of case interview, this research comes to the following conclusions: 1. Management characteristic of industry environment is the main element to introduce water and electricity installation industry to CRM. 2. If this industry wants to put CRM into practice, most important of all is the one firm¡¦s target customers group. 3. In the way of gaining customer, the credit of water and electricity installation industry becomes the evaluative standard to customer. 4. CRM helps water and electricity installation industry increasing their ability of controlling customer¡¦s activity. 5. Different ways of promoting sales make related activities different. 6. In the way of customer service, water and electricity installation industry can consider developing united customer service by CRM. 7. Related staff must participate in introduction of CRM, managing customer knowledge by sharing inside knowledge makes CRM well control customer¡¦s demand in establishment. At the end, this research provides two suggestions for water and electricity installation industry: First, ensure the target and purpose of management before introducing CRM. Second, introducing CRM cooperate with adjustment of internal working process. KEY WORDS¡GCustomer Relationship Management , Water and electricity installation industry, Customer value, Customer demand, Customer satisfaction.

Abstract Experienced the 1997 Asian financial crisis and the economic recession in Europe and the United States, the international banking industry generally believe that personal credit is more able to withstand the test of the economic cycle than company credit. Mean while, as the interest rate differentials continued to reduce, the company loan business is no longer contributed good profit, the commercial banks are forced to develop a variety of both the interest rate differentials and non-interest rate differentials business in the personal financial services in order to increase the diversification of the income. In today's M-based society trend, the growth of personal wealth and financial needs of individual customers have brought sustainable development for the commercial banks by providing a stable market and earnings, in addition to the widely use of the network of information technology, as well as the merger of the financial industry, have expanded the personal financial services space, and enhanced the personal financial services revenue comparison. It can be said that personal financial business is very important for the domestic banks. In consolidating the foundation of the traditional business, the domestic commercial banks start to focus on the new service areas, new service varieties, new benefit growth related service (such as personal financial management, personal consumer loans, housing loans, fund agent and so on) as the development priorities. At the same time, generally increase the personal finance center, finance department stores, financial services center as the main focus to meet medium high end customer demand in the operation layout. Since the government opened 16 new banks in 1991, the financial markets become over competitive, resulting in too many banks fight for the same market. Along with the ever-changing international economic situation, the domestic economy is suffered a long-term downturn, the industry's operating environment is getting worse everyday. Under these circumstances, how to build up good customer relationship and differentiate from the competitors are the immediate tasks for the domestic banks. Customer Relationship Management is the art of modern management science and advance information technology, is the business to re-establish a ¡§customer-centric¡¨ development strategy, and base on this, develops all business processes including judgments¡Bchoice¡Bcompetition¡Bdevelopment and maintaining customers. From the beginning of the establishment of customer database, including records of contact interaction¡Bthe customer basic information for further analysis with the use of analytical tools, in view of ¡§sections¡¨ contribution factors to distinguish customer base, the use of different services and products to meet the needs and establish long-term good relations. By providing tailored services under the premise that privacy is not infringed, finally measure with the relevant indicators to see if it achieves the effective customer management objectives. Customer relationship management of commercial banks as a new management model, is an advanced concept of development strategy and operational performance, but also a new kind of business model and management practice; also directly reflected in the means of modern information technology, including business operations¡Bcustomer information and data analysis as the main contents of the software and hardware systems, it is an unified technology platform and information service system for the bank to operate activities with the customers in full contact¡Bfull-service under the highly digitization, information technology, electronics and automation conditions. This research plans to utilize customer demand end and the bank execution end, through a variety of different asset size customers and different types of banks, to do in-depth interviews to understand customer expectations for the serviced-bank and the banks direction & correctness in customer relationship management. Interviewees including the industry (5), science (1), consumers (9), each with in-depth interviews to collect data analysis.

Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2002. / Includes bibliographical references.

Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2002. / Includes bibliographical references.

Thesis (MTech (Marketing))--Peninsula Technikon, 2001. / Word processed copy. Summary in English. Includes bibliographical references (leaves 182-185). Also available online.