Applying Quality Control Tools in the Enhancement of Customer Satisfaction for DRAM Packaging and Testing Industries.–Using W Company as An Example.

• Main Authors: Ming-YingChiang, 江明穎
• Other Authors: Jeh-Nan Pan
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/kjkb62

碩士 === 國立成功大學 === 高階管理碩士在職專班(EMBA) === 102 === DRAM is one of the high-tech industries fostered by the Taiwanese government. DRAM packaging and testing industries emerged following the establishment of DRAM fab. As a result of rapid growth in computer demand, the expansion in production capacity for DRAM and DRAM packaging and testing are also accelerating. How to effectively use the limited funds to meet customers’ satisfaction has become an important issue for DRAM packaging and testing industry. In order to determine customers’ true feelings of the service quality, this study applies Kano two-dimensional quality model and Parasuraman-Zeithaml-Berry (PZB) service quality model to design the survey questionnaires. Based on the data analysis result, the conclusions can be drawn as below: 1. Five dimensions of service quality are determined by the one-dimensional quality for most DRAM packaging and testing industries. 2. Customers’ backgrounds differ significantly in the quality elements of DRAM packaging and testing industries. 3. Significant differences exist on service quality for DRAM packaging and testing industries. 4. The backgrounds of customers differ significantly in service quality gap.