An Empiridcal Study of The Influence of Service Quality on Relationship Quality in Electronic Manufacturing Industry of Taiwan

• Main Author: 王淑興
• Other Authors: 王俊人
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/19851598977356199175

碩士 === 實踐大學 === 企業管理研究所 === 92 === The current study would take incorporated companies in Taiwan electronics industry as research objects, hereby, pick and arrange interviews with middle and high levels of managers who are from Research and Development, Engineering, Purchasing, Sales, Quality control and Production fields in Taiwan electronics industry in advance. In order to provide more persuasive and powerful result for the interviews, this study also interview the specialists in Taiwan electronics industry and scholars who have done lot significant study on service quality and industrial marketing. Then discuss the interview result with specialists and scholars, judge by the constructs of study framework and the answers of people interviewed to modify the variables and develop a new service quality scale with five constructs and twenty-seven variables. Refer to distributions information from MOEA and IT IS’s database, this current study send out total 660 questionnaires by stratified sampling method, 259 questionnaires returned(29.33% response rate), take off 12 ineffective ones, the total of effective questionnaires are 247 (95.37% effective rate). The questionnaires are sent to people who serve in computer system, computer peripheral, components, wireless telecommunication equipment, and electronics manufacturing industries. The main findings are as follows. (1) The expectation for service quality from Taiwan electronics manufacturing industry emphasize intangible product technology and ability to perform the promised service dependably and accurately, which is “ Tangibles” and “Reliability”. This is never found in the past studies related to service quality. (2) The service quality is much lower than “service expected” from customers, it indicates that the service quality in Taiwan electronics manufacturing industry is needed to be improved for future. (3) Customer’s perception statement to service quality significantly affects customer’s satisfaction.( p-value< 0.05), it is positive effect. This current study recommend to extend study to other industries, due to this current study takes Taiwan electronics industry as research object. The study in the future could apply this subject to other industrial marketing fields, expand to the whole manufacturing industry, or even to any business which is suitable to develop service quality.