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以IPA模式探討電池盒散熱風扇之服務品質 = Applying Impo...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

以IPA模式探討電池盒散熱風扇之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cooling Fan of Battery Pack : 以S公司為例; An Example of S Company

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to Diagnose Service Quality of Cooling Fan of Battery Pack
副題名:	以S公司為例
作者:	林淑娟,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	國立高雄大學;
出版年:	2015[民104]
面頁冊數:	[11]，76葉圖，表 : 30公分;
標題:	電池盒散熱
標題:	Thermal Solution of Battery Pack
電子資源:	https://hdl.handle.net/11296/yx2nqj
附註:	109年11月18日公開
摘要註:	近年來因為全球二氧化碳排放量已嚴重影響地球氣候異常,所以世界各國開始紛紛思考如何節能減碳,電動車的開發與上市便因應而出。到2020年,全球預計電動車的電池盒使用量約達7百萬顆,而電池盒散熱則為電池盒設計最重要的技術之一。在激烈的散熱風扇產業市場,企業如何提升服務品質增加顧客滿意度,才能在競爭激烈的紅海中勝出,本研究旨在探討S公司顧客所認知到的服務品質重要性與滿意度之間的差異,以期能找出S公司應優先改善的項目並給予建議。本研究使用SERVQUAL服務品質之構面為量表進行量測,輔以重要性-表現程度分析(Importance-Performance Analysis, IPA),探討電池盒散熱風扇廠商服務品質之重要性及實際服務表現之關係。共回收有效問卷104份,為進一步了解S公司在各項目之重要性與表現程度情形,IPA分析將所有品質項目分成四個象限,將四個象限中須要優先改善者加以探討。除了全樣本分析探討外,本研究再依服務單位、服務年資、職稱及合作年資分成十個分群再加以個別分析探討,並針對研究結果,提供S公司未來經營策略上之建議,以便做為日後服務品質提升與改善之方向。 In view of carbon dioxide (CO2) emission that leads to global climate change in recent years, electric vehicle is being developed accordingly as a result of energy saving and carbon reduction. It's estimated that around 7 million sets of battery pack to be consumed in 2020. Thermal solution will be the key technology feature on battery pack design. It will be the most important to improve service quality and customer satisfaction to an enterprise who likes to outstand from high-competitive Red Ocean market. The purpose of this study is to explore the deviation between the importance and satisfaction of service quality provided by S Company in order to prioritize those items that need be improved immediately and provide essential suggestions. The study employed SERVQUAL (A Multiple-item Scale for Measuring Customer Perceptions of Service Quality) as well as Importance-Performance Analysis (IPA) to find out the relationship between the importance of service quality presented by cooling fan supplier of battery pack and service performance. There are 104 valid questionnaires received and analyzed. For a sake of further understanding the importance and performance on S Company, all items of service quality have been segmented into 4 quadrants in accordance with IPA and discuss those ones need to be improved in prior. Furthermore, 10 groups segmented by department, length of service years, title, and length of business-ship are studied and diagnosed respectively. The result will be recommended to S Company as a trend of improving service quality in future.

以IPA模式探討電池盒散熱風扇之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cooling Fan of Battery Pack : 以S公司為例; An Example of S Company
林, 淑娟

以IPA模式探討電池盒散熱風扇之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cooling Fan of Battery Pack : 以S公司為例 / 林淑娟撰 - [高雄市] : 國立高雄大學, 2015[民104]. - [11]，76葉 ; 圖，表 ; 30公分.
109年11月18日公開.
參考書目：葉60-62.
電池盒散熱Thermal Solution of Battery Pack

以IPA模式探討電池盒散熱風扇之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cooling Fan of Battery Pack : 以S公司為例; An Example of S Company
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