The Influences of Manufacturing Servitization and IT Enabled Services on Perceived Quality and Customer Satisfaction: Take Energy Technology Service Industry as an Example

• Main Authors: HSIEH, KUNG-YEN, 謝坤炎
• Other Authors: CHEN, HSIU-LI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/t84k64

碩士 === 銘傳大學 === 國際企業學系碩士在職專班 === 107 === With the rapid development of technology, the current ESCO industry combines ICT communication technology and IOT (Internet of Things), and integrates functions with cloud ESCO energy management services as the core, thereby guiding energy services from the technology of the past single energy-saving technology to a system-integrated ESCO service orientation. Accordingly, the hypothesis of this study is that: (1) "Customization" and "product innovation" can enhance the "perceived quality" of customers. (2) The "Big Data" and "Internet of Things" of the service technology can enhance the "perceived quality" of the customer's perception of the target company. (3) The customer's "perceived quality" of the manufacturing service will positively affect "customer satisfaction". (4) Different customer relationship phase have significant impact in "perceived service quality" and "customer satisfaction". This study uses SPSS and LISREL analysis to analyze the impact of manufacturing service and service technology on perceived quality and customer satisfaction. This study facilitates sampling through physical paper questionnaires and online questionnaire surveys. Sample collection was carried out. The questionnaire collection period was from 2019/01/15 to 2019/03/30, and a total of 100 copies were collected, all of which were valid questionnaires. The results of the empirical analysis of this study are (1) Manufacturing service has no impact on improving the “perceived quality” of customers. (2) The "Big Data" and "Internet of Things" of service technology have significantly affected the "perceived quality" of customers. (3) The customer's “perceived quality” of the manufacturing service is significantly affecting “customer satisfaction”. (4) Different customer relationship phase have significant differences in "perceived service quality" and "customer satisfaction". Among them, customers at maturity have the highest evaluation of perceived quality and satisfaction.