| Summary: | 碩士 === 中國科技大學 === 企業管理系 === 104 === Taiwan local traditional manufacturers always focused most their efforts on increase of productivity and production efficiency, and they might ignore the important roles of services in the creation of value-added. Therefore, how to promote the services provided by local manufacturers and, in turn, to increase their profits, become urgent missions. However, a review of literatures finds few studies and discussions on this subject. Nowadays, services are important activities in various sectors, but most of the studies investigate only service sector. A fact is that more and more companies are aware of the importance of customer satisfaction thanks to the information provided by newspapers and other media, and they expand their focus to the whole life of their product, including R&D, improvements, production, sales and after services. The role of service is getting important in the value chain of manufacturer, and it may be correct to say the manufacturers are transformed into service providers in terms of some of their performances. Output servitization has became a requirement for current manufacturers.
Due to the importance of services for all businesses in different sectors, this study has its focus on traditional packing equipment manufacturer, instead of service sector as is found in most of the literatures. The case study investigates local W company to explore the relationship between quality of service provided by local packing equipment manufacturers and the loyalty of their customers. The analysis of information provided by effective 158 surveys collected in this study finds a positive relationship exists between the quality of service or manufacturer-customer interaction and loyalty of customers. In addition, it is found the supports to maintain satisfactory manufacturer-customer dynamics play an intervention role in the relationship between quality of service and loyalty of customers.
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