1. NCHU Institution Repository
  2. 管理學院
  3. 科技管理研究所
Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/22715
標題: 利用紮根理論和重要性與績效分析方法探討售後服務的成功因素和售後服務流程電子化
Applied Grounded Theory and IPA Method to explore the success factors of after-sales service and the needed of e-after-sales service
作者: 許艷芝
Chinn, Koh Toong
關鍵字: 售後服務;After-sales services;紮根理論;績效分析方法;售後服務電子化;台灣機器製造業;the Grounded Theory Method;Importance Performance Analysis;E-after-sales service;Taiwan Machinery Manufacture Industry
出版社: 電子商務研究所
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摘要: 
售後服務已經是越來越重要了。但是售後服務的品質和表現卻少有在文獻中出現。本論文的目的乃了以製造業的觀點探討售後服務的重要性和售後服務的品質以了解售後服務的關鍵成功因素並且探討售後服務流程電子化的需要。
本研究以一台灣塑膠機器製造商為例子，利用紮根理論方法研擬出二十一個售後服務成功的重要因素。並且以此二十一個因素設計了問卷，訪問110家廠商以了解此二十一個因素在一般企業心理的重要度和滿意度。本研究利用績效分析方法，發現因素一＂服務人員充分掌握客戶的特性和客戶當地的人文風情＂乃至因素二十＂針對產品進行改進以期符合客戶要求＂等六個因素在企業心理都是屬于非常重要的因素，但是表現卻是相當的不理想，需要企業的努力和加強。
另外，在本研究的最後一部份探討了售後服務流程的電子化。經過問卷的歸納與整理，共有十個因素在企業心理是需要電子化的，本研究在這方面亦做了探討和研究。

Services are gaining importance in the industrial sector (Saara, 2005) and the process and quality of after-sales service, are also of considerable importance in both managerial academia and practice. Although the importance of after-sales service has been widely found in the literature, in general, our current knowledge on the quality (performance) of after-sales service is limited. This thesis contributes to explore the success factors of after-sales service from manufacturer perspectives. Further by analysis the performance of each factor to understand the area needs to concentrate by the industry.

A semi-structure interview with a Taiwan Plastic and Rubber Machinery Manufacturer was conducted to explore the success after-sales service structure of the company. Grounded theory method was deployed to generate the success factors from the data gather from the machinery manufacturer. Six core issues were found that the contributions of the successfulness of after-sales service are: service culture advocating, reliability maintenance, reasonable price, comprehensive record management, conscientious and careful service deliver procedure and stable quality. In addition to these six core issues, nine interrelated issues were found and there are twenty-one factors have been found that contribute the successfulness of after-sales service.

Then, the Importance Performance Analysis (IPA) was utilized to measure the performance of each factor from the perspective of the industry. 250 questionnaires were distributed with 110 responses available. The results from IPA reflect that there are 6 factors needs to be concentrated by the industry which from “Service member fully understand customer characteristics and local culture (Factor 1)”, to “Improve product performance to meet customer requirement (Factor 20)”. In the final stage of this research, the factors that can be digitalized have been discussed to offer an integrated and comprehensive understanding of e-after-sales service.
URI: http://hdl.handle.net/11455/22715
其他識別: U0005-1908200916574700
Appears in Collections:科技管理研究所

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