| Summary: | 碩士 === 國立中央大學 === 資訊管理學系 === 102 === The servitization of manufacturing is more important than ever before. As a result of rapid development in information technology, information systems for supporting supply chain operations have sprung up. The purpose of these systems is to provide “services” to upstream and downstream partners in supply chains to make their business more successful. And then, information systems have become the important vehicles of providing services to customers. These information systems also impact suppliers on internal process capabilities. The process capabilities can make the business more smoothly. There are few studies about IT-based service and loyalty to the suppliers in prior studies. Therefore, this study addressed the impacts of IT-based service and process capabilities on loyalty to the suppliers in supply chains. In addition, the services provided by supplier representatives and whether there is enough information technologies to support the information systems of suppliers in the internal firm are needed to be measured.
The study collects data from top 1000 Taiwanese manufacturing firms to test the hypotheses. The results show that human service quality and process capability are positively associated with loyalty to the supplier. In addition, there is no positive influence of IT-based service on process capability.
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