二十一世紀是講求通路效率及服務的年代，半導體材料及設備通路商在產業中所扮演的角色越趨重要，加上網際網路與資訊科技的蓬勃發展，對於企業而言，如何應用資訊科技技術以改善對顧客的服務並增加顧客的滿意度，已經成為每個成長中的企業所重視的課題，而介於半導體上游原物料及設備製造商與下游相關半導體製造商間的通路商，主要即在取得原廠的銷售代理權並整合銷售及售後服務等工作，將代理的產品透過服務達到加值，使得上游製造商可以專注於材料及設備的研發與製造，而通路商本身則透過對下游半導體製造業提供良好的服務品質，以創造下游顧客的滿意度，進而提高顧客的忠誠度。因此，如何透過資訊科技的應用及優越的服務品質，來提升顧客的滿意度，進而使顧客具有忠誠度，已經成為以強化整體銷售服務來創造競爭力的通路商所必須重視的課題。 本研究即在探討半導體材料及設備通路產業之資訊科技應用對於服務品質及顧客滿意度之影響，更進一步探討服務品質對顧客滿意度與顧客忠誠度的影響。因此，本研究以國內半導體材料及設備通路商為研究對象，對其資訊科技應用、服務品質、顧客滿意度及顧客忠誠度做一整合驗證性的研究，並利用線性結構相關模式(LISREL)來探討四個構面間的關係，在半導體材料及設備通路產業中，所得到的結論如下： 一、資訊科技應用對服務品質有顯著的正向關係。 二、資訊科技應用對顧客滿意度不具顯著的正向關係。 三、服務品質對顧客滿意度有顯著的正向關係。 四、服務品質對顧客忠誠度不具顯著的正向關係。 五、顧客滿意度對顧客忠誠度有顯著的正向關係。 / 21 Century is the time for the emphasis on the channel efficiency and services and the roles of the semiconductor distributors in semiconductor material and equipments industry have become more and more important as a result. Due to the flourish developments in the internet and information technology, how to make good use of the information technology in order to improve the service for the customers and further increase the customers’ satisfaction is the crucial issue to any growing enterprises. The semiconductor distributors mainly act as the sale agents of the semiconductor material and equipments industry and provide the function to integrate the sale and after-sale services. By doing so, it has increased the value of the products through these services. In addition, it makes the manufacturers of the upstream in the semiconductor material and equipments industry concentrate on the R&D and manufacture field. On the other hand, the semiconductor distributors themselves have focally developed the customers’ satisfaction and further enhanced the customers’ loyalty by providing great service quality. Therefore, how to elevate the customers’ satisfaction and own the customers’ loyalty through the application of information technology and excellent service has become a must for the semiconductor distributors that would like to reinforce their aggregate sale services in order to have competition advantages. This paper addresses the influences of the information technology application on the service quality and the customers’ satisfaction of the semiconductor distributors in the material and equipments industry. Moreover, it further investigates the influences of the service quality on the customers’ satisfaction and the customers’ loyalty. This paper uses the semiconductor distributors in Taiwan as the research targets and makes a completed discussion on the information technology application, service quality, customers’ satisfaction and customers’ loyalty. Besides, there are following conclusions by using the linear structural model to exam the correlations among four aspects. 1.There is a significant positive correlation between information technology application and service quality. 2.There is an insignificant positive correlation between information technology application and customers’ satisfaction. 3.There is a significant positive correlation between service quality and customers’ satisfaction. 4.There is an insignificant positive correlation between service quality and customers’ satisfaction. 5.There is a significant positive correlation between customers’ satisfaction and customers’ loyalty.

本研究主要探討台灣半導體產業供應鏈上游公司召開法人說明會是否會影響中下游公司之股價。本研究將法人說明會公布之資訊區分為財務資訊及非財務資訊，除探討財務資訊對供應鏈中、下游公司股價是否具影響效果外，亦探討財務及非財務的法人說明會資訊是否具有增額效果。實證結果顯示財務資訊在法人說明會召開前後一天與累積異常報酬呈現顯著正向關係，但非財務資訊卻呈現顯著反向關係，顯示非財務資訊會修正財務資訊所造成之效果。另外，資訊於供應鏈中移轉之距離越長，則移轉效果會越小，但若單純為好消息或壞消息，則移轉效果將增強。 / This research examines the influence of conference call information on the stock price of supply chain partners. The semi-conductor industries in Taiwan were used in this paper to examine the issue. I examined two kinds of information disclosed from conference calls: financial information and non-financial information. I first examined the information contained in conference calls for any effects on supply chain partners. Furthermore, I also examined to see if the non-financial information contains any additional effects to the supply chain partners. The empirical results show that the accumulated abnormal return of the supply chain partners is significantly positive related to the financial information around the conference call date. The accumulated abnormal return of the supply chain partners is significantly negative related to the non-financial information around the conference call date. The results show that both financial and non-financial information would influence the accumulated abnormal return of supply chain partners. The non-financial information contains additional information that revises the influence of the financial information.

在全球持續電子化的過程中，台灣一路扮演著落實有效製造與實現設計的推手，無論從主機板、被動元件、面板、晶片設計、晶圓製造以及封裝甚至高精密組裝無所不包，在如此資本密集產業，如何操作才能達到供需平衡，為整體產業經濟創造出良性的競爭平台，避免惡性競爭，就成了不可輕忽的課題。 本文以晶圓產業為探討對象。全球產能平均利用率多年來總維持於中檔 (88%)， 且平均銷售單價只能緩降而無強勢反彈，近年企業無不減少資本支出來度過低潮，整合元件製造廠(IDM)相繼喊出工廠資產輕化(fab-lite)的營運策略，這時我們的命題即是：要不要繼續投資？如何調整價值鏈？ 本研究中，我們會先檢視目前市場對半導體成長預測的準確度，再經由產業價值活動代表性指標回歸分析法對相關參數做一整合之解析，對晶圓需求量與銷售價建立配適之模型，找出先行指標來達到預測，並定義上下限以供快速比對分析，最後再根據分析結果提出可能之產業趨勢議題。 / This thesis analyzes the semiconductor industry growth worldwide. The leading index via regressions has been established to achieve a reliable forecast on worldwide ASP, wafer demand and revenue. In the long run, we expect the semiconductor demand will continue to grow at CAGR 8% (compound annual growth rate) and display less extreme cycles than past decade. However, revenue’s CAGR might be diluted to around 5%, lower than demand’s growth. Moreover, it might go down to zero-growth for some times since the ASP still slightly trend down before emerging market demand really expanded. Continuous outsourcing is one possible solution for IDM to be fab-lite, since fab’s fix charge is billion- base that needs high utilization to maintain break-even operation. But what is the solution for foundry side to avoid ASP erosion all the way down? Our analysis identifies a need for executive managers to well predict the demand on capital expenditure when making decision.