Internal Service Quality Research

• Main Authors: J.J. Yi, 易進忠
• Other Authors: T.C. Liu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/13155019357925827621

碩士 === 國立臺北科技大學 === 生產系統工程與管理研究所 === 91 === When service became major of a part of the marketing model, many industries changed strategy into production service providing. The semiconductor industry also changed strategy in line with other industries. Now, discrete semiconductors components sector is saturated. The market competition is very intense and service quality was became a key point for success. Whether service of visible product or invisible product, it requires efforts from all employees. Then, customers get perfect service or perfect products. During production period, satisfied employees can perform better and also improve customer satisfaction and customer loyalty. This means in order to satisfy external customers, you must satisfy internal customers first. Providing better internal service quality means internal customers are satisfied and loyal to the organization, and then companies can provide excellence in service quality. For the purpose of this research, the PZB model was used to study internal quality. We used questionnaires to ask direct employees about their expectations concerning internal quality from the Equipment Engineering Department? From the 210 questionnaires 197 were returned. Of which 187 were effective. The effective received rate was 93.0%. The result of the research showed that expectation and satisfaction of direct employees were not so high, moreover, satisfaction is lower than expectation. It means the Equipment Engineering Department must make more efforts, especially in the area of responsiveness. The biggest concern direct employees had was the lack of information concerning scheduling of PMs and troubleshooting.