Exploring Internal and External Customers’ Satisfaction Analysis of Combined Printing Firms- An Examination of Both Transactional and Relational Customers

• Main Authors: Chiu-Ying Chang, 張秋英
• Other Authors: 喬友慶
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dnclcdr&s=id=%22107NCHU5457051%22.&searchmode=basic

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 107 === This study is mainly exploring the core competence of the S company of combined printing industry, and constructing S company’s management opportunities grid. By reviewing literatures and discussing with managers of S company, we first conclude four core competence of S company: internal service value, product & image, customer network, and differentiated services. Second, we developed 30 attributes of core competence and 3 open questions for the final version questionnaire of this study. This study constructed the management opportunities grid by surveyed through internet of Google questionnaire form and in person with the perceptions of S company’s customers and employees that includes the extent of service importance and service satisfaction. S company’s customers and employees answered with their experiences. We then exploit the difference between employees’ self-review and customers’ recognition to build up a matrix, which is used to propose the strategic direction for the managers to increase the competitive advantage of S company. According to the statistical analysis of this study, S company should improve “internal service value” and “product & image” immediately. According to this advice and self-review matrix, the conclusion of this study develops S company’s core competence toward enhancing staff encouragement, employment turnover reduction, continuous introduction of new technologies, equipment, and quality inspection systems, and green printing. The improvements of above will fulfill transactional customers and transform to relational customers, and finally increase the total performance of S company.