This study is to discuss the service quality electronic components manufacturers can provide. 120 questionnaires were mainly from three groups: (1)Electronic parts and components manufacturers; (2)Optoelectronic manufacturers; and(3)Semiconductor manufacturers. The goal of this study is to investigate the six supplier¡¦s service quality dimensions (service reliability, credibility, service competence, internal organizational communication, service flexibility and financial trust) on customer satisfaction and behavioral intentions relationship. This study is based on the ¡§SSQSC¡¨ model which has been applied in the Indian manufacturing industry.
The conclusions of this study are presented as follows:
1.The two dimensions ¡§credibility¡¨ and ¡§internal organizational communication¡¨ have significant effects on customer satisfaction.
2.The two dimensions ¡§service reliability¡¨ and ¡§internal organizational communication¡¨ have significant effects on behavioral intention.
The conclusions above are significant to the management in the following aspects.
1.Work experience differences in some dimensions will affect the satisfaction.
2.Company size will affect customer satisfaction. The larger the company size, the higher the customer satisfaction. However, this does not apply on very large size companies.
3.The number of employees will affect customer satisfaction. Companies with more than a certain number of employees can provide better services. However, this does not apply on very large size companies.
4.The top three services that respondents are most satisfied with are: (1) Service competence (2) Internal organizational communication (3) Service reliability. On the other hand, the top three services that respondents are most dissatisfied with are (1) Finance Trust (2) service flexibility (3) credibility. It is proposed that suppliers can further strengthen the credibility dimension, which has the most significant impact on customer satisfaction in the result of this study.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0627110-194405 |
| Date | 27 June 2010 |
| Creators | Chen, Ching-yun |
| Contributors | Iuan-Yuan Lu, Tsuang Kuo, Hsien-Tang Tsai |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0627110-194405 |
| Rights | campus_withheld, Copyright information available at source archive |
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