| Summary: | 碩士 === 國立臺灣科技大學 === 管理研究所 === 95 === ABSTRACT
Business scale of electronics components and semiconductor have been growing tremendously together with Information technology field. In 2006, total sales turnover has exceeded NT$ 450 Billion for Taiwan semiconductor distributors that go public. The role and position of those semiconductor distributors are getting more and more important in the supply chain of IT industry nowadays.
Facing rapid changing market and bloody competition, keep on strengthening competitiveness is very important for survival. The motive and purpose of this research is to focus on customer satisfaction, identify the priority and rank of customer satisfaction indicator through evaluating it from the angle of semiconductor distribution and downstream system manufacturers. Thus, it helps the semiconductor distributors to enhance the competence in the areas that can add value and increase competitiveness.
We list the related indicator of customer satisfaction through visiting the experts of semiconductor distribution industry and downstream system manufacturers. Analyzing the investigating result through Analytic Hierarchy Process, we find out the top 5 key indicators of customer satisfaction for each group as following.
Priority of downstream system manufacturers:
1. Price.
2.Payment term.
3.Quality.
4.Designin capability and FAE support.
5.Reflect price actively.
Priority of semiconductor distributors:
1.Quality.
2.Stable suppliability.
3.Service and support ability.
4.Customer relationship.
5.Price.
This research is to provide the reference for business operation and competitive strategy to semiconductor distributors.
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