The customer satisfaction study of certification service - SGS company as an example

• Main Authors: Fu-ching Tsai, 蔡福欽
• Other Authors: Chen, Yueh H.
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/92376888508150311671

碩士 === 國立中山大學 === 國際高階經營管理碩士班 === 92 === The purpose of business is to pursue the growth of benefit. The organizations have to understand the perception of customer satisfaction concerning the products or services are meet to the customer’s needs and wants, and / or to adjust or improve the operation process, even surpass customer’s expectation. The development of Taiwan’s industrial structure had stridden across agriculture and manufacturing sector to service sector in 20 century. The ISO series certification was the main stream of management in Taiwan in 1990s. In the free economic market that consumers ask for quality & satisfaction more and more. The certification body is a professional service firm. They have to compete with good audit quality and meet to the customer satisfaction. For continuous operation and enlarge the customer number that customer survey is the directly and usefully method to monitor and analysis. The objective of this study is to found out the development what one of the certification body in Taiwan who how to do the customer satisfaction oriented business. Through several variables such as perception quality、expectation、image、value added to observe the change of customer satisfaction. The results of this study including that 1. The industry sector & size of customer did not significant influence the certification satisfaction. 2. The variables such as perception quality、expectation、perception value、image、value added were obvious influence the certification satisfaction. Among the variables, perception value、image、expectation were more important than others. As a customer oriented certification body shall focus on the audit quality and create audit value to the customer to increase value for money perception. Also the administrative process was one of the important issue when conduct audit such as advice notice and quick response of customer’s request. Besides the management training & advisory not the main influence upon the certification satisfaction. Key words: certification、certification body、customer satisfaction