碩士 / 國立中央大學 / 資訊管理學系碩士在職專班 / 98 / With the continuous development in digital applications, the use of personal computers is getting more and more popular. We can expect the personal computer market still has the opportunity to grow continuously in the future, abeit slower. Since the personal computer industry has become highly sophisticated and competitive, possible problems in the entire product life cycle must be considered and solved when occurred in order to be able to face the challenges from globalization successfully, and to own an international PC brand while enhancing its image effectively. The after-sales service for the product plays an important role in such an endeavor. The after-sales service involves several key factors, which are spare parts, engineer manpower, price, and service center locations. The spare parts logistic management appears to be most critical.
This research is a case study of an internationally renowned computer brand - acer. Through interviews with acer’s managers who are in charge of the spare parts logistic and the questionnaires feedback from the customers who took surveys in one of the acer’s service centers. The main purposes of this research are:
1.to understand the spare parts logistic management models and the related management problems of the company through the interviews;
2.through the questionnaires surveyed to identify the gaps between customers’ expectation and their perceptions of service quality received to find areas for improvement;
3.to recommend the improvement strategies in accordance with the result from the analysis of the gaps between the current spare parts management model and customers’expectations in order to achieve the goal of greater customer satisfaction.
This research has the following contributions:
1.Provide a basis for developing better service key performance indicators.
2.Offer directions for information systems improvement.
3.Recommend areas to improve the current spare parts logistics management model.
4.Suggest marketing strategies for the warranty policy.
| Identifer | oai:union.ndltd.org:TW/098NCU05396013 |
| Date | January 2010 |
| Creators | Po-Yang Huang, 黃博揚 |
| Contributors | Eric T. G. Wang, 王存國 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 72 |
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