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• Main Authors: Hang-chia Ching, 青航嘉
• Other Authors: T.P. Liang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/3j57a7

碩士 === 國立中山大學 === 高階經營碩士班 === 97 === Summary This study is base on Gudeng Precision Cooperation as the research example , applied questionnaire & interview methods for case study . This purpose is to discuss the the influences of customer satisfactions concentration from creative service & customer relationship management and provide suggestions. This research combines -- creative service , customer relationship , customer satisfaction concentrations and royalty – 4 kinds of scales as the questionnaires . Then to investigate Gudeng’s customers & vendors by the combined questionnaire. We collect 73 semiconductor on line engineers / leaders’ feedback , use Spss14.0 for Windows to do the statistic analysis . By the methods of Descriptive Statistics , ANOVA , Pearson correlations & Multiple Regression Analysis , the hypothesis tests are as below: 1. Creative service & customer satisfaction concentrations has obvious correlations , up to high correlations: 0.845. When customers are better aware of the creative service , the customer satisfaction concentrations will get higher. There is 70.9% explanation ability in statics. 2. Creative service & customer royalty has obvious correlations, up to middle correlations: 0.594. When customers are better aware of the creative service, the customer royalty will get higher. There is 34.2% explanation ability in statics. 3. Customer relationship management & customer satisfaction concentrations has obvious correlations, up to high correlations: 0.762 . When customers are better aware of the customer relationship management, the customer satisfactions will get higher. There is 57.5% explanation ability in statics. 4. Customer relationship management & customer royalty has obvious correlations, up to middle correlations: 0.566. When customers are better aware of the customer relationship management, the customer royalty will get higher. There is 31% explanation ability in statics. 5. Customer satisfactions & customer royalty has obvious correlations, up to high correlations: 0.703. Base on statistic conclusions & interviews , this research provides 5 suggestions to Gudeng Precision Cooperation as below : 1. Enhance the speed & flexibility of creative service, especially focus on the research & development parts. 2. Emphasize the content of creative service, such as internet purchase order system & query function of production procedure. 3. Increase the reaction between sales , administration team and customers. 4. Develop new generation products , such as 18 inch wafer delivery equipments. 5. Adjust sales strategy , and focus on promotion activities. Keywords：Custom product, Creative service, customer satisfaction, customer satisfaction concentrations, customer royalty