CONTEXT-DEPENDENT DEA PERFORMANCE EVALUATION IN CUSTOMER'S VIEW: THE CASE OF PHARMACEUTICAL INDUSTRY IN TAIWAN

• Main Authors: Hsin-Yi Hsu, 許信儀
• Other Authors: CHEN, TSER-YIETH
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/96847291606949890571

碩士 === 國立臺北大學 === 國際企業研究所 === 98 === This research is directing against the pharmaceutical industry of Taiwan, we employed the Context-Dependent data envelopment analysis (CDDEA) model as the main measurement method. The thesis considers the method that is combining the financial ratio and service questionnaire, indicators selection. This research is based on the data of 10 pharmaceutical firms in Taiwan in 2007 to 2009. This thesis set the input is one, and the input include debt ratio, current ratio, interest cover, accounts receivable turnover ratio, inventory turnover ratio, total asset turnover ratio, return on assets, cash flow ratio, and cash reinvestment ratio. In addition, this thesis also considers the concept of four major constructs, customer, cost, communication, and convenience. We hope that the research will expand the indices that can understand the operation efficiency of pharmaceutical firm in Taiwan. Finally, this study finds that the firms with good financial performance have better customer evaluation. By the result of CDDEA, firms whose performance is bad can find the object to improve. On the other hand, firms whose performance is good can find the potential opposite. The customer service in pharmaceutical industry is important; therefore, firms have to pay more attention in this problem in order to perform better.