The Relationships among Service Quality, Stakeholder Satisfaction and Internal Performance - The Case of Ways Technology Group

• Main Authors: Yu Tien-Rong, 游添榮
• Other Authors: 施錦村
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/03338958076603156503

碩士 === 開南大學 === 商學院碩士在職專班 === 100 === For a business in mobile phone surface treatments the only way to survive and thrive is to innovate its management of service quality, aiming at the goals of the stakeholders’ satisfaction and enhancement of the internal performance by promoting the service quality level. To explore the relationships among three key components “Service Quality, Stakeholder Satisfaction and Internal Performance” this study designed a questionnaire based on literature review and data analysis/reduction. The questionnaire encompasses three potential variables, namely Service Quality, Stakeholder Satisfaction, and Internal Performance. The three facilities of Ways Technology Group (Tayuan Plant, Yangmei Plant, and Shulin Plant) were the population of this study. In this survey 310 questionnaires were distributed, 305 returns with 5 invalidated ones were collected. It leads to 300 valid returns at 97% return rate. The data were then studied by means of Reliability Analysis, Validity Analysis and SEM Analysis. The study came to the following conclusions: 1) There is a significant positive relationship between Service Quality and Stakeholder Satisfaction; 2) There is a significant positive relationship between Stakeholder Satisfaction and Internal Performance; 3)There is no significant relationship between Service Quality and Internal Performance. Stakeholders play a critical role for a business to survive. Upon seeing improved service quality, the stakeholders believe it is constructive. At the same time they also demonstrate a higher satisfaction with the internal performance. A business in this industry shall establish and maintain a high level of management standards and benchmarks, under which a higher expectation is derived among stakeholders. Therefore a difference between the expectation and the actual internal performance is resulted in, and this difference leads to positive influence on Service Quality by accumulating the stakeholder satisfaction. This serves as the main objective of a business and the niche for profits brings extra surplus and further builds a better business image. Keywords：Service Quality, Stakeholder Satisfaction, Internal Performance, Phone Surface Processing Industry