| Summary: | 碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 107 === The purpose of this research is to study and discuss the major service in the construction of core capability and satisfaction level for both customers and employees. Furthermore, this research can help to build a management opportunity grid of the company in marble manufacturer field, and to further investigate the marketing management strategy. Based on relevant research references and company internal discussion, we sum up four major core competences which includes product, quality, product selectivity, and company capability. It evaluates all the service items in the core competence by rating the importance score and satisfaction performance and then extend 20 questions in the survey.
This study builds out the marble firm by means of the importance and satisfaction of the indivisual and small-sized customer with medium and large-sized customer in central Taiwan region. Through the matrix analysis, we find out the direction of strategy and actions, thereby enhance the competitiveness and competitive advantage.
This study completely surveyed 47 valid questionnaires for individuals and small-sized customers, and 20 valid questionnaires for medium and large-sized customers. This research found out that marble firms should immediately improve the construction method. Regardless of individual, small-sized customers or medium and large-sized customers, they eagerly hope that M company may provide good quality product. According to the research of individuals and small-sized customers, product selectivity is an important core competency. While based on the research of medium and large-sized customers, product selectivity and company capability are important core competencies. M company may improve the service in the fourth quadrants (potentially highly niche areas) to the first quadrant (maintain area), so that marble firm will have a higher competitive advantage and create more customers.
|
|---|
