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提昇臺灣珠寶產業顧客滿意度之研究 = A Study of Promot...

國立高雄大學亞太工商管理學系碩士班

提昇臺灣珠寶產業顧客滿意度之研究 = A Study of Promoting Customer Satisfaction for Taiwan Jewelry Industry

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study of Promoting Customer Satisfaction for Taiwan Jewelry Industry
作者:	高聖權,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民100
面頁冊數:	134葉圖，表格 : 30公分;
標題:	品質機能開展
標題:	Quality Function Deployment
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/69739152877233695962
附註:	參考書目：葉103-110
其他題名:	提昇台灣珠寶產業顧客滿意度之研究
摘要註:	近年來，消費者意識與顧客滿意度已漸漸抬頭。顧客需求已趨向客製化設計。同樣地臺灣的金工市場，亦受此波客製化需求影響。目前的臺灣珠寶產業已無法滿足顧客的需求。珠寶產業唯有提昇設計創新與產品品質，來表現出與國際品牌之間的差異性。然而正面臨轉型的傳統珠寶產業，漸漸地以顧客導向為主，使得市場轉變將更加競爭。因此引發本研究希望能解決珠寶產業的窘境並創造新的利潤空間，有效提昇顧客滿意與購買意願，以建立專業的品牌口碑。因為顧客滿意與選購品質之因素，對於珠寶產業是非常重要的資訊之一。藉由本研究整合顧客滿意度之相關理論，找出影響顧客選購珠寶產品之需求因素。應用專家訪談方式，篩選出屬於臺灣珠寶產業的需求品質因素與珠寶製造技術。此外以問卷調查方式蒐集顧客意見。因此運用「品質機能展開」（Quality Function Deployment，QFD）方法，建構出屬於珠寶產業的顧客需求因素以及珠寶製造技術。繼而建構顧客需求與技術流程兩者間之中央相關矩陣。藉由相關矩陣評估製造技術之執行優先順序。再透過運用「重要–績效分析」（Importance Performance Analysis，IPA）模式針對顧客需求品質作分類與評估。根據分析結果指出資源再分配之情形，並分成資源優先改善區與資源過度重視區。最後，透過本研究分析後之結果與建議，提供臺灣珠寶產業參考後，期盼能夠提昇該產業的各項品質。此外，提供資源分配與經營管理之建議，俾增加顧客滿意度與購買意願。 Recently, the consumer conscious and customer satisfaction were awakened gradually. The customer's needs were tended customize. Similarly, Taiwan's metalwork market received the influence of customize demand. At present, Taiwan jewelry industries have not able to satisfy customer's demand. The industry needs to promote the innovative design and the product quality to display the different between the international brand of jewelry. So, the local traditional jewelry industry has transform to customize gradually, and the market will be change to more competition. Therefore, the customer satisfaction, purchase intention and promoted brand image will be built well on the jewelry industry.Because of the factors of customer satisfaction and purchase quality are the important information for the jewelry industry. Therefore, this research reference the relative theory of customer satisfaction to integrate the demand factors which customer buy jewelry product ,and the factors of demand quality and the jewelry processing technology are selected by the consulting experts .Besides ,the customer opinion are collected form questionnaire investigation. Hence, the Quality Function Deployment method used to construct the customer demand factors and jewelry processing technology. According to previous steps the related matrix between customer demand and business processing technology will be constructed, and the related matrix can estimate priority of processing technical quality. The Importance Performance Analysis model is used to classify and assess customer's required quality. And the results of analysis point out the priority improve zone and excessively emphasize zone need to redistribute the resources between the two zone. Through the results and suggestion of this research that can offer some consultations to the Taiwan's jewel industry. And, look forward to the consultations that can promote the quality of this industry. In addition, offer the suggestion of resource allocation and operation/service management, in order to increase customer satisfaction and the buy-willing.

提昇臺灣珠寶產業顧客滿意度之研究 = A Study of Promoting Customer Satisfaction for Taiwan Jewelry Industry
高, 聖權

提昇臺灣珠寶產業顧客滿意度之研究 = A Study of Promoting Customer Satisfaction for Taiwan Jewelry Industry / 高聖權撰 - [高雄市] : 撰者, 民100. - 134葉 ; 圖，表格 ; 30公分.
參考書目：葉103-110.
品質機能開展Quality Function Deployment

提昇臺灣珠寶產業顧客滿意度之研究 = A Study of Promoting Customer Satisfaction for Taiwan Jewelry Industry
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