本研究利用平衡計分卡的觀念，嘗試建立我國證券商的績效衡量指標，以利未來證券商評估各營業處所的績效。本研究選擇平衡計分卡作為建立證券經紀商績效衡量指標之理論基礎，主要在於平衡計分卡中具有多層面變數結構，對於績效衡量指標的建立具有多元化及加權平均多績效衡量指標的研究方法。 本研究經由理論基礎與個案證券經紀商分析後，建議證券經紀商績效衡量模式應包括五個構面，其中包括財務、顧客、內部流程及學習與成長構面，由於證券經紀商的風險是證券經紀商營運中最重要的考慮因素，因此，本研究在平衡計分卡的四個構面以外，增加風險控管構面。 本研究藉由實證方式，試圖分析各構面之關係。在因素相關中，財務構面與風險構面為正相關，與顧客構面為正相關，與內部流程構面為正相關及與學習與成長構面為正相關；風險構面與顧客構面為正相關，與內部流程構面為正相關及與學習與成長構面為負相關；顧客構面與內部流程構面為正相關及與學習與成長構面為正相關；內部流程構面與學習與成長構面為負相關。在迴歸結果中，應變數為財務構面而自變數為風險構面，則為正向係數；應變數為風險構面而自變數為顧客構面與內部流程構面，則皆為正向係數；應變數為財務構面而自變數為內部流程構面與風險構面，則皆為正向係數；應變數為財務構面而自變數為內部流程構面、風險構面與學習與成長構面下，亦皆為正向係數之關係。在線性結構模式（LISREL Model）分析下，可得到各構面之線性關係模式以及各因素對各構面之影響情況，內部流程構面乃正向影響顧客構面與並對財務構面有所影響，風險構面正向影響財務構面並對顧客構面有所影響，顧客構面亦正向影響了財務構面。 / This study, based on concept of balance scorecard, had tried to construct the performance measurement model, in order to evaluate the security brokers’ performance. By using the concept of balance scorecard, it can provide the multi-perspectives to evaluate the performance. After studying the theory and case of broker, we suggest the brokers’ performance measurement model include five perspectives. They are financial, customer, internal process, learning and growth, and the key factor of brokers’ operation—risk management. This study tried to examine the relationship between each perspective by empirical approach. In factor analysis, the relationship between financial and other perspectives were positive, risk and other perspectives except learning and growth were positive, customer and other perspectives were positive, internal process and learning and growth were negative. In regression models, all coefficients of explanatory variables were positive. In LISREL model analysis, internal process affected customer perspective positively, and risk affected financial perspective positively.

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.