The Influence of Organizational Citizen Behavior, Sales Orientation, and Customers Orientation on Customer Satisfaction - A Case Study of IC design Industry

• Main Authors: Lin, Chih-Feng, 林志峰
• Other Authors: 張家齊
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/cuqjuf

碩士 === 國立交通大學 === 管理學院管理科學學程 === 105 === The purpose of this exploratory study is to explore the growth dynamics and competitiveness of IC design industry in Taiwan. In the face of global competition, the industry characteristics of short product cycle and Time to Market, in addition to the core technology and cost price advantage of IC, for Sales and customer support team, it become the focus of this study how to improve Customer Satisfaction and build up the connection with customers so that customers continue to use the next generation of IC and reduce design In's cycle time. Therefore, this study through the questionnaire, analyze the changes in the indicators, view the changes in customer satisfaction to explore the effectiveness of competition in the company. In this study, a total of 198 valid questionnaires were collected and analyzed by software SPSS. The results showed that: In the IC design industry, Customer Orientation and Organizational Citizenship Behavior have a significant impact on Customer Satisfaction, and Sales Orientation has no significant impact on Customer Satisfaction. It can help to improve Customer Satisfaction throung strengthening Organizations Citizen Behavior and Customer Orientation. Beside the core technology and price, it is another key factor to strengthen the product competitiveness in the IC industry.