| Summary: | 碩士 === 義守大學 === 管理研究所碩士班 === 96 === The leader of the Manufacturing Industry, Foxconn Technology Group, tends to act more and more like a Service Industry. Taiwan Semiconductor Manufacturing Company Limited (TSMC) once indicated that they considered themselves to be within the Service Industry. In order to maximize profits and enhance their service quality, enterprises in the Manufacturing Industry have to provide customer- orientation.
Under the trend of globalization and competition of low labor costs from mainland China and Southeast Asian countries, Taiwan’s FPC providers have to do their best to keep and enhance their relationships with customers in order to compete with other players. During recent years, the FPC industry has grown rapidly and the competition has become even more intense. Therefore, the most important issue for FPC providers at the present time is to understand customers’ demands through customer- orientation in order to enhance customer satisfaction and increase profits.
This study applied Hertzberg’s Two-factor Theory to both internal employee structure and external customers. We used the Critical Incident Technique and Content Analysis to conduct thematic analysis and to determine the key factors concerning customer satisfaction and dissatisfaction. The findings of this study indicated that the Hertzberg’s Two-factor Theory is applicable to external customers. This study also provided suggestions as reference for FPC providers to improve their customer satisfaction. Meanwhile, from customer dissatisfaction events, we learned about the strategies and policies adopted by the FPC providers to improve their customer satisfaction.
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