| Summary: | 碩士 === 銘傳大學 === 管理學院高階經理碩士學程 === 98 === Sustainable management has always been one of the most significant business objectives. We have arrived at an age where service quality and customer satisfaction top the corporation agenda. A substential amount of effort has been made to seek a business model that offers outstanding service quality, provides added value to existing service and product as well as maintains a positive and warm relationship with clients. Exisiting clients not only serve as a source of added value but also provide marketing value to attract new customers. The feedback from customers is therefore one of the key elements to achieve a sustainable business model.
The natural gas industry in Taiwan has actively introduced new models of boilers from Japan. These new products feature safety equipments and designs that provide better ventilation, built-in alarm and supply suspension system while maintaining the exisiting functions and efficiency as safe equipments that produce hot water at a stable and desired temperature. This product introduction aims to counter safety risks, as inefficient ventilation has long been the major cause for carbon monoxide toxication in natural gas accidents. New and improved models of boiler, once introduced, counter the safety issues, promise better and safer service quality, and ushers in new business opportunities for natural gas service providers.
The thesis started by a literature review of all the variables involved in the process. It argues that product innovation and service quality could bring impact on clients’ willingness to purchase new equipments. The second part of this thesis proposed that country of origin and brand image may also influence clients’ decision-making process. This thesis devised a questionnaire for data collection. Questionnaires were distributed among clients. Data drawn from the questionnaire was then processed with SPSS software to render research outcome. Major findings are as follows,
1. Product innovation and service quality have direct impact on customers’ decision of purchasing the equipment and service
2. Customers tend to factor in country of origin and brand image during the decision-making process.
The thesis argues that in order to maintain product safety and reduce operational risks, service providers should introduce and promote new equipments that provide greater safety measures. This approach should be considered as a significant management strategy. The main contribution of this thesis lies in its high relevance to the natural gas industry and offers a critical insight into the decision-making conditions with regard to the introduction and application of relevant gas supply equipments.
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