Summary
This study is base on Gudeng Precision Cooperation as the research example , applied questionnaire & interview methods for case study . This purpose is to discuss the the influences of customer satisfactions concentration from creative service & customer relationship management and provide suggestions.
This research combines -- creative service , customer relationship , customer satisfaction concentrations and royalty ¡V 4 kinds of scales as the questionnaires . Then to investigate Gudeng¡¦s customers & vendors by the combined questionnaire. We collect 73 semiconductor on line engineers / leaders¡¦ feedback , use Spss14.0 for Windows to do the statistic analysis . By the methods of Descriptive Statistics , ANOVA , Pearson correlations & Multiple Regression Analysis , the hypothesis tests are as below:
1. Creative service & customer satisfaction concentrations has obvious correlations , up to high correlations: 0.845. When customers are better aware of the creative service , the customer satisfaction concentrations will get higher. There is 70.9% explanation ability in statics.
2. Creative service & customer royalty has obvious correlations, up to middle correlations: 0.594. When customers are better aware of the creative service, the customer royalty will get higher. There is 34.2% explanation ability in statics.
3. Customer relationship management & customer satisfaction concentrations has obvious correlations, up to high correlations: 0.762 . When customers are better aware of the customer relationship management, the customer satisfactions will get higher. There is 57.5% explanation ability in statics.
4. Customer relationship management & customer royalty has obvious correlations, up to middle correlations: 0.566. When customers are better aware of the customer relationship management, the customer royalty will get higher. There is 31% explanation ability in statics.
5. Customer satisfactions & customer royalty has obvious correlations, up to high correlations: 0.703.
Base on statistic conclusions & interviews , this research provides 5 suggestions to Gudeng Precision Cooperation as below :
1. Enhance the speed & flexibility of creative service, especially focus on the research & development parts.
2. Emphasize the content of creative service, such as internet purchase order system & query function of production procedure.
3. Increase the reaction between sales , administration team and customers.
4. Develop new generation products , such as 18 inch wafer delivery equipments.
5. Adjust sales strategy , and focus on promotion activities.
Keywords¡GCustom product, Creative service, customer satisfaction, customer satisfaction concentrations, customer royalty
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0713109-211401 |
| Date | 13 July 2009 |
| Creators | Ching, Hang-chia |
| Contributors | David Shyu, T.P. Liang, Fong-Kang Chu, Min-Hsin Huang |
| 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-0713109-211401 |
| Rights | not_available, Copyright information available at source archive |
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