The RFID Problems in Service from the Viewpoint of Managers and Customers

• Main Authors: Pin-Huei Lai, 賴品卉
• Other Authors: 李文瑞
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/90291249640790169229

碩士 === 崑山科技大學 === 企業管理研究所 === 98 === The purpose of the study is to identify the potential problems of the RFID system applied in services. Although the problems of the RFID applications have been studied in the literature, very few of them did study from customers’ viewpoints. Most of the existed papers explore the applications from the viewpoints of technical system. To a business, customer is one of the determinant factors to justify the success of the RFID application, especially in the service industry. The study employs the Delphi approach to solicit experts’ opinions on the problems of the RFID application in the service. The 13 experts, which selected based on different backgrounds including scholars and top managers, all possess rich experiences in the practices relevant to the RFID. Besides, the study also conducts a questionnaire investigation to verify or contrast the assuming standpoints of the study. The 164 respondents, who have taken the RFID related courses, are randomly selected from the graduate and undergraduate students in southern Taiwan. The results of the study confirm that there are six factors to affect the introduction of the RFID system in the services. They are cost of installation, prevalence of the RFID system, supply chain system, safety and environment, cost and effectiveness issue, and the technical problems. The study also finds that the experts can take into account the customers standpoints, such as convenience, security etc. The experts suggest that business had better to take the strategy, augmentation of the merits and lightness of the deficiencies, to its customers. In addition, the experts also strongly suggest that a supporting system must be established to make the RFID application going smoothly. Although different service business will encounter different problems on the RFID applications, the study also presents index for the service so that the business can make a more easy decision on the introduction of the RFID system.