| Summary: | 碩士 === 國立高雄第一科技大學 === 行銷與流通管理所 === 94 === ABSTRACT
According to an estimated plan of Industrial Technology Research Institute of
Taiwan- IEK-ITIS, if based on year 2005, the electronic equipment that make by
ourselves will bring up to 30% then the output value of mechanical equipment can be
pushed and risen to 800 billion Taiwan dollars upwards. Besides, if the making rate rises
to 40% by ourselves ,the mechanical output value can break through 1 trillion Taiwan
dollar.So the domestic demand market is really a key market with no neglected. The
growth strength of reviewing Korea ''s mechanical industry''s production is higher than the
other countries in the world, it is highly support by their own industry to make the
mechanical rate by themselves is high. This will save much costs of investment of
equipment for enterprises and certainly increase the invisible competitiveness too.
In the electronic manufacture industry and witness the EMS/OEM/ODM factories of
Taiwan is in order to seize and take the place of order that held the price war each other''s
so that the gross profit has already backfalled to the single digit unit , even there is the
so-called protecting five (gross profit is 5% ) or protecting six (gross profit is 6% ).
Among these industries rely mainly more on importing and invest the producing
mechanical equipment but except the main equipment, the other’s filed actually give a
very big growth space of domestic mechanical equipment suppliers . Of course, there are
taking an certain levels to a broad view of the improvement making the ability of the
domestic equipment to match the industry''s demand on promoted technology in recent
years but the author is curious except to excavate the stealthy successful factors to drive
this success. Actually, I got the answer from several customers site, that is to say :
Domestic mechanical equipment manufacturers'' provide the flexible of customized
solution to satisfy customer''s demand immediately , good service quality , establish good
customer''s relation in order to the customer satisfaction and promoting the favourable
price.It’s did building an certainly long-term relationship for accumulated loyalty too.
Serving quality has already been verified as a key factor of driving satisfaction by a
lot of research, and satisfaction can influence the customer''s loyal intention effectively .
So this research is served the cue discussion to examine the SERVQUAL (Parasuraman,
Zeithaml & Berry,1988) again and try to find the influence on the mechanical equipment
trader in order to find out the factor association suiting this industry even more. This
survey found the the satisfaction is the mediator between customer''s loyalty & serving
quality. Finally,it’s found the customization is a moderator of improving the quality of
serving and promoting satisfaction. This research found the “Assurance is the most
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important composition factor in the service quality and it prove have the straight
influence about satisfaction”.
This research expects to be able to offer a new thinking direction not only for
domestic manufacturers of mechanical equipment, perhaps while offering to the domestic
demand market but also for make preparation in advance if having the future export
business opportunity.
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