In order to gain more profit and be superior to others in an environment full of intense competitions, enterprises nowadays not only have to maintain the original product quality, price, and sale passageways but also need to enhance the service quality, in an attempt to increase customers¡¦ satisfaction degree and faithfulness degree. According to the newly published ISO 9001: 2000 Customer Satisfaction Management Structure, the priority in the operating system of quality management has become customers. As a result, one of a manager¡¦s responsibilities now includes emphasizing customers¡¦ relationship management and utilizing operating strategies, which customers are satisfied.
The research, which consists of China Steel Chemical Corporation¡¦s new version of ISO 9001: 2000 Customer Satisfaction Management Structure, results from the collected references and information regarding customers¡¦ satisfaction degree, along with customers¡¦ opinions obtained from thorough meetings. It analyzes certain key factors affecting customers¡¦ satisfaction degree. The research-investigating subject is all the customers, who have purchased or used the products and enjoyed the service of China Steel Chemical Corporation during the time period from April 1st, 2002 to March 31st, 2003. Survey questionnaires are also examined to measure the customers¡¦ satisfaction level, so as to evaluate the entire quality of a series of coal tar products. In the meanwhile, in order to assist China Steel Chemical Corporation to meet the standards of ISO 9001: 2000 Customer Satisfaction Management Structure, procedures, which are deliberately used for estimating the customers¡¦ satisfaction degree index, are also established. The study eventually analyzes the relationship between the total quality of the coal tar products and the customers¡¦ satisfaction degree and the correlation between the customers¡¦ satisfaction degree and faithfulness degree.
Following the construction of a scale measurement, the research discovers that the entire quality of the coal tar industry products is composed of the service quality and the original product quality, which includes products, sales, prices, communications, and product deliveries. Accordingly, the higher the entire quality of the products is, the higher the customers¡¦ satisfaction degree becomes. Moreover, the study also finds out that the higher customers¡¦ satisfaction degree significantly indicates the higher customers¡¦ faithfulness degree, for the customers will be more willing to purchase the products again as well as recommend others to buy the products.
In addition, after developing the procedures to assess the product quality of the coal tar industry from a variety of aspects, the research reveals that by simply consulting the handy evaluation procedures, a manager will be able to come up with other suitable ways to resolve the customers¡¦ complaints as well as improve the product and service quality. The established system that combines information of the product quality and the customers¡¦ satisfaction degree, can effectively and completely reflect the customers¡¦ feedbacks. Thus, it indeed provides enterprises with valuable references in the process of improving the entire product quality efficiently.
¡iKey Words¡j: coal tar, customers¡¦ satisfaction degree, Customer Satisfaction Management Structure, service quality, customers¡¦ faithfulness degree
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0723103-014254 |
| Date | 23 July 2003 |
| Creators | Hsu, Ching-Liao |
| Contributors | H. T. Tsai, C. M. Fong, I. Y. Lu, J. D. Day |
| 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-0723103-014254 |
| Rights | withheld, Copyright information available at source archive |
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