| Summary: | 碩士 === 國立交通大學 === 管理學院碩士在職專班運輸物流組 === 93 === Followed by trend of product commoditization comes the flatten GP and raises the visibility of customer service. The Intent of research is to introduce a methodology for improving the service quality in B to B business through a case study of Taiwan based notebook manufacturer.
Of the research process, the methodology addressed through the questionnaire designed, data collection, and statistical analysis went as following, first, to implement the reliability and validity test to verify the collected data were valuable for further analysis, second, to sort out the items that are invaluable or less explainable to the facet of customer’s rating with factor analysis. At last, to employ the Multivariate test to further identify the co-relationship between determinate items and their corresponding affected groups of customers for coming up with final suggestions presented with two dimensions as vertically, by different groups of customers, and horizontally, by items of poor performance but high importance.
In summary, the list of top three question items affecting most of customer’s service quality rating (the determinators) is:
1. Item 13: Obtaining status information of units in repair.
2. Item 15: Timely obtaining the shipping information.
3. Item 3: The courtesy in written or oral communications.
Furthermore, the list of customer’s groups that are having significant effect in service quality rating is:
1. The customers of different product models
2. The customers that frequently having contact for service support
3. The customers that taking case company as a sole supplier
4. The customers that have years in partnership with case company
|
|---|
