Customer Relationship Management of CNC Machine Tool

• Main Authors: Ya-Hui chen, 陳雅華
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/56268579583821826841

碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 90 === The purpose of this research was to investigate the relationship between customer satisfaction and loyalty for product quality, service quality of machine tool industry. Four major inventories—product quality, service quality, customer satisfaction, loyalty, were constructed in this research. The data were collected from users of CNC machine tool by using four inventories mentioned previously. Questionnaire investigation method was utilized in this study. By random sampling, 260 questionnaires were drew for conducting a field test. Among the questionnaires, 251 effective copies were generated. The research hypothesis was testified on these data by means of varieties of method including factor analysis, variance analysis, and Pearson correlation analysis. After analyzing the data of questionnaires, eight conclusions can be drawn and listed as following: 1、 The product quality of CNC machine tool is appear to be satisfied. The related important degree of product quality, three factors are important for “product quality, “ “product function, “and “ product efficiency “. 2、 The service quality of CNC machine tool is appear to be disatisfied. The related important degree of service quality, two factors are disatisfied for service quality, “service physical, “ and “ service care “, two factors are important for service quality, “service reliability, “and “ service immediately “. 3、 The product price and product design of satisfaction and the whole customer satisfaction show positive correlation. Product price and product design influent customer satisfaction. 4、 The service physical, service immediately, service trust, and service care of satisfaction and the whole customer satisfaction show positive correlation. Service physical, service immediately, service trust, and service care influent customer satisfaction. 5、 Customer satisfaction and loyalty show significant correlation. The higher the customer satisfaction higher the loyalty. 6、 Under different company scope, the satisfaction of product quality and loyalty have significant influence. The more product resource a company has, the higher the loyalty. 7、 Under different repair and maintance ability, the satisfaction of service quality and important degree of product quality have significant influence. The higher the repair and maintance ability a company has, the lower the need of service from manufacturer.