| Summary: | 碩士 === 中華大學 === 科技管理學系(所) === 96 === In the recent years IC design and production field is speeding and expanding, not only powered up the IC field, also created the relations between the related field developments. It directly connected the wafer foundry cooperation pattern, the internation position importance of this production, currently facing the international competition plus chasing a brighter and more colorful future for the alue of output. IC designers starts from shaping up the special case investigation, specification order and circuit diagram design, All the way throught the production line, In this complicated procedure, We still need to protect the quality of production, Verification business service takes an important part inbetween. Consequently, The IC verification business because of facing the huge competition, they should be aware of the production qulity and try to meet their customer need which are those IC designers choice, the verification business service should pay attention to this issue. So that’s why this research is about.
Returing back to the research history, there are no recors about the verification service business. Therefore, this research is about the customer of the verification service business but not the service itself, Only reference from Parasuraman, Zeithaml, and Berry (1988) three scholars which point out about the service quality motel, Such as recognizing service quality for customer and the practical feeling that customer received, We have used questionnaire surveys to investigate and compare the basic issue, IC veification service quality、customer satification and customer loyalty. Methods of the research are Importance Performance Analysis、Descriptive Statistical、Correlation Analysis and Regression Analysis, To discuss the IC verification service quality、customer satification and customer loyalty, Relations between all three above.
We discovered after the research, The interviewes had the practical feeling most about assurance, But the lowest practical feeling towards tangible, However,「verification company keeps the result confidential」、「verifier would still follow customer request and finish the testing」、「verifier will explain the testing result and supply complete report」, Three items about are what customer care most about. Besides, the customer satisfacation has a positive relation with service quality, Therefore, The customer satisfaction and customer loyalty also has positive relation. IPA result shows: 「The company has the most advanced equipment」、「Verifier would contact customers as soon as they get the product and try to understand customers need」、「Verifier would notify customer at the very first hand about testing result」and「Verifier would finish the testing project in the estimated time」, These service attributes are forced to be improved at the moment for case company.
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