English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 110097/141043 (78%)
Visitors : 46419253      Online Users : 1190
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/30834


    Title: 產品開發流程、顧客參與與顧客滿意度之研究
    Authors: 林佳弘
    Contributors: 祝鳳岡
    林佳弘
    Keywords: 服務創新
    顧客參與
    顧客滿意度
    產品開發
    Date: 2008
    Issue Date: 2009-09-14
    Abstract: 本研究探討台灣的筆記型電腦製造業中,廠商之產品開發流程與顧客參與,對於顧客滿意度、顧客忠誠度間之關係及影響因素,以供應商線材廠商為例,以期提供相關廠商及產業策略發展之參考。

    本研究採問卷調查與深度訪談方式進行研究,問卷調查方面,共取得180份有效問卷,並運用敘述性統計、t檢定、單因子變異數分析(one-way ANOVA)、相關分析與迴歸分析,將資料進行統計分析及獲得假設驗證;深度訪談方面,藉由訪談專業人士,探索筆記型電腦廠商對於線材廠商之觀點。

    研究結果得知,顧客對於廠商提供之產品開發流程以及顧客參與,均對於顧客之滿意度、顧客忠誠度有影響,且呈現正向相關之關係。此外,顧客對個案廠商之滿意度及忠誠度,受人口統計變項中之職務類別、職級等變項之影響;而顧客之忠誠度,不受人口統計變項之年齡、年資、及教育程度之影響。

    提高顧客潛在的「附加價值」,本研究認為應從公司基本的「產品服務」上著手、從日常的「顧客參與」管理上著手。依據不同職級的研發人員,提供客製化的服務,且能提供前期的預防措施。一線研發人員:強化產品的品質,強化技術應用的支援,提供即時且立即的回應;一線研發主管:提供完整的、配套的產品服務,以支援專案的發展,並能夠立即的回應問題;中階研發主管:滿足一線人員、主管日常執行上的需求,提供前期預警,避免危機的發生;針對問題,提供立即、有效的處理;高階研發主管:針對策略面、經營面,提供符合客戶績效上的配合。
    第一章 緒論 10
    第一節 研究背景與動機 10
    第二節 研究目的 10
    第三節 論文架構 10
    第四節 名詞解釋 11
    第二章 文獻探討 13
    第一節 產品及服務創新 13
    第二節 顧客參與 15
    第三節 顧客滿意度 17
    第四節 顧客忠誠度 18
    第五節 新產品開發 19
    第六節 筆記型電腦產業、供應鏈現況 46
    第三章 研究方法 56
    第一節 研究架構 56
    第二節 研究假設 56
    第三節 變數操作定義及問卷設計 58
    第五節 界定研究範圍、對象以及抽樣方法 62
    第六節 統計分析方法 63
    第四章 資料分析與結果 66
    第一節 信度與效度分析 66
    第二節 敘述統計 67
    第三節 假設檢定 72
    第四節 深度訪談 88
    第五章 結論與建議 91
    第一節 結論 91
    第二節 建議 93
    第六章 參考文獻 95
    附錄一 訪談問卷 100
    附錄二 深度訪談問題題綱 103

    圖 1:1999-2012 年預估全球電腦出貨量 45
    圖 2:1999-2012 年預估全球電腦出貨分配比例及筆記型電腦替代率之年成長率 46
    圖 3:2009年預估筆記型電腦品牌、代工廠之成長率、相對市佔率矩陣 50
    圖 4:產品:Internal Cables for Notebook 51
    圖 5:產品:External Cables for Notebook 52
    圖 6:2009年預估產品市場總值 52
    圖 7:產業價值鏈及廠商之產業位置 53
    圖 9:研究架構 55
    圖 10:研究架構及統計分析模式 57


    表 1:2004-2009年預估十大筆記型電腦品牌出貨量 47
    表 2:2009年預估筆記型電腦品牌及系統廠代工矩陣 48
    表 3:2008-2009年預估筆記型電腦品牌及系統廠代工矩陣之變化及成長率 49
    表 4:專案開發流程 54
    表 5:問卷題目設計—產品開發流程衡量指標 58
    表 6:問卷題目設計—顧客參與衡量指標 59
    表 7:問卷題目設計—顧客滿意度衡量指標 60
    表 8:問卷題目設計—顧客忠誠度衡量指標 61
    表 9:問卷題目設計—人口統計變數 61
    表 10:問卷各構面之信度分析 65
    表 11:問卷各構面之效度分析 66
    表 12:敘述統計—產品開發流程衡量指標 67
    表 13:敘述統計—顧客參與衡量指標 68
    表 14:敘述統計—顧客滿意度及顧客忠誠度衡量指標 69
    表 15:敘述統計—變數之構面及子構面 70
    表 16:敘述統計—人口變項 71
    表 17:假設檢定結果 86
    Reference: 1.Anderson, E.W. and Fornell, C., and Lehmann, D.R., (1994), Customer satisfaction, market share, and profitability: findings from Sweden, The Journal of Marketing, 53-66.
    2.Avlonitis, G.J, Papastathopoulou, P.G., and Gounaris, S.P., (2001), An empirically-based typology of product innovativeness for new financial services: success and failure scenarios, Journal of Product Innovation Management, 18(5), 324-342.
    3.Balach andra, R., and Friar, J.H., (1997), Factors for success in R&D projects and new product innovation: a contextual framework, IEEE Transactions on Engineering Management Vo1.44 NO.3, 276-287.
    4.Barczak, G., (1995), New Product Strategy, Structure, Process and Performance in the Telecommunications Industry, Journal of Product Innovation management, 12(2), 224-234.
    5.Betz, F., (1993), Strategic Technology Management, McGraw Hill.
    6.Birou, L.M., and Fawcett, S.E., (1994), Supplier Involvement in Integrated Product Development, International Journal of Physical Distribution & Logistics Management 24(5), 4-14.
    7.Block S.B., Aldag R.J., and Cunningham W.H., (1993), Stanley B. Block, Roam J. Aldag, William H. Cunningham, Business in A Changing world, 3ED, 371-391.
    8.Booz, A.J., Allen, B.C, and Hamilton, P.J., (1982), New Products Management for The 1980s, Booz, Allen and Hamilton Inc.
    9.Bowen, J.T. and Chen, S.L., (2001), The relationship between customer loyalty and customer satisfaction, International Journal of Contemporary Hospitality Management, 13(5), 213-217.
    10.Calantone, R., Vickery, S, and Droge, C., (1995), Business Performance and Strategic New Product Development Activities: An Empirical Investigation, Journal of Product Innovation management, 12(3), 214-223.
    11.Calantone, R.J., Schmidt, J.B, and di Benedetto, C.A., (1997), New Product Activities and Performance: The Moderating Role of Environmental Hostility, The Journal of Product Innovation Management, Vol.:14, No.:3, 179-189.
    12.Conlon, G., (1999), No Turing Black, Sales and Marketing Management, pp. 50-55.
    13.Cooper, R.G., Edgett, S.J., Kleinschmidt, E.J., (2001), Portfolio management for new products, Perseus Books.
    14.Cooper, R.G, and Kleinschmidt, E.J., (1996), Winning business in product develop: The critical success factors, Research Technology Management, Vol.39, No.4, 19-29.
    15.Cooper, R.G., (1984), The strategy-performance link in product innovation, R&D Management, Vol.84(4), 247-259.
    16.Cooper, R.G., (1990), Stage-gate systems: a new tool for managing new products, Business Horizons, 33(3), 44-54.
    17.Cooper, R.G., (1998), Benchmarking New product Performance: Results of the Best Practices Study, European Management Journal, 16(1), 1-17.
    18.Cooper, R.G., (1998), Product Leadership, Perseus Books.
    19.Cooper, R.G., and Kleinschmidt, E.J., (1987), New Projects: What Separates Winners From Loser, Journal of Innovaton Management, 169-184.
    20.Cooper, R.G., and Kleinschmidt, E.J., (1995), Benchmarking the Firm`s Critical Success Factors in New Product Development, Journal of Product Innovation Management, 374-391.
    21.Cusumano, M.A, and Nobeoka, K., (1992), Strategy Structure and Performance in Product Development: Observations from the Auto Industry, Research Policy, 21(3), 265-293.
    22.DeCotiis, Thomas A, and Dyer, Lee, (1979), Defining and Measuring Project Performance, Research Management, January, 17-22.
    23.DRM Associates, (2007), Product Development Best Practices and Assessment (PDA), http://www.npd-solutions.com/.
    24.Gadrey, J., Gallouj, F., and Weinstein, O., (1995), New modes of innovation: How services benefit industry., International Journal of Service Industry Management, 6(3), 4-16.
    25.Griffin, A, and Page, A.L., (1993), An interim report on measuring product development success and failure, Journal of Product Innovation Management, 10, 4. 291-308.
    26.Griffin, J., (1996), Internet Marketing: The Internet`s Expanding Role in Building Customer Loyalty, Direct Marketing, Garden City, 59, 50-53.
    27.Handfield, R.B., Ragatz, G.L., Petersen, K.J., and Monczka, R.M., (1999), Involving Suppliers in New Product Development, California Management Review VOL.42 NO.1, 59-82.
    28.Hartley, J.L., Meredith, J.R., McCutheon, D., and Kamath, R.R., (1997), Suppliers` Contributions to Product Development: An Exploratory Study, IEEE Transactions on Engineering Management Vo1.44 NO.3, 258-267.
    29.Hempel Donald, J., (1977), Consumer Satisfaction with the Homo Buring Process Conceptualization and Measurement. The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction Cambridge, Marketing Science Institute, 7-9.
    30.Hipp, C., Tether, B., and Miles, I., (2000), The Incidence and Effects of Innovation in Services: Evidence from Germany, International Journal of Innovation Management, 4(4) 417-453.
    31.Holt, K., (1988), Product innovation management, Butterworths.
    32.Hopkins, D.S., (1981), New product winners and losers, Research Management, May.
    33.Howard, J.A., Sheth, J.N., (1969), The Theory of Buying Behavior, Wiley New York.
    34.Jeffery, K.P., and Dennis, P.S., (1989), Critical Success Factors In R&D Projects, Research – TechnologyManagement.
    35.Johnson, S.P.Menor, L.J.Roth, A.V, and Chase, R.B., (2000), A critical evaluation of the new service development process: integrating service innovation and service design., New Service Development: Creating a Memorable Experience, Sage Publications, Sage Publications.
    36.Juran, J.M., (1974), Quatity Control Handbook, New York: McGraw-Hill.
    37.Kalakota, R., and Robinson, M., (1999), E-Business: Roadmap for Success, Addison-Wesley.
    38.Khalil, T.M., (2000), Management of Technology: The key to Competitiveness and Wealth Creation, McGraw-Hill.
    39.Körner, V., Zimmermann, H., (2000), Management of Customer Relationship in Business Media-The Case of the Financial Industry-, Proceedings of the 33rd Hawaii International Conference on System Sciences-2000.
    40.Koufteros, A.X., Vonderembse, M.A., and Jayaram, J., (2005), Internal and External Integration for Product Development: The Contingency Effects of Uncertainty, Equivocality, and Platform Strategy, Decision Sciences, 97-133.
    41.Laseter, T., and Ramdas, K., (2002), “Product Types and Supplier Roles in Product Development: An Exploratory Analysis, IEEE Transaction Engineering Management 49, 107-121.
    42.Loch, C, and Stein, L, and Terwiesch, C., (1996), Measuring development performance in the electronics industry, An International Publication Of The Product Development & Management Association, 13(1), 3-20.
    43.Martensen, A., Gronholdt, L., and Kristensen, K., (2000), The drivers of customer satisfaction and loyalty: cross-industry findings from Denmark, Total Quality Management and Business Excellence, 11(4), 544-553.
    44.Meyer, A., Blümelhuber, C., (2000), Relationship marketing success through investments in services, Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention.
    45.Montoya-Weiss, M.M, and Calantone, R., (1994), Determinants of new product performance: A review and meta-analysis, Journal of Product Innovation Management, Vol.11, No5, 406.
    46.Moser, M.R., (1985), Measuring Performance in R&D Settings, Research Management, Vol. 28, No. 5, 31-33.
    47.Nellore, R., Balachandra, R., (2001), Factors Influencing Success in Integrated Product Development (IPD) Projects, IEEE Transaction Engineering Management 48, 164-173.
    48.Nonaka, I.Ken, and Akiya, N., (1998), Organizational Capabilities in Product development of Japanese firms: A conceptual framework and empirical findings, Organization Science, 9, 6, 699-718.
    49.Olson, E.M., Walker, O.C, and Ruekert, R.W., (1995), Organizing for Effective New Product Development: the Moderating Role of Product Innovativeness, Journal of Marketing, 59, 48-62.
    50.PDMA, (2008), http://www.pdma.org/.
    51.Peppers, D., Rogers, M, and Dorf, B., (1999), Is your company ready for one-to-one marketing?, Harvard Business Review, January-February, 151-160.
    52.PMBOK, (2000), Product Management Body of Knowledge, www.pmi.org.
    53.Raphel, M., Raphel, N., (1995), Up the loyalty ladder, HarperBusiness New York.
    54.Saren, M., (1984), A Classification of Review Models of the Intra-Firm Innovation Process, R&D Management, Vol.:14, No.:1, 11-24.
    55.Sbragia, Roberto., (1984), Clarity of Management Roles and Performance of R& D Multidisciplinary Projects in Matrix Structures, R&D Management, 113-126.
    56.Song, X.M., Parry M.E., (1992), The R&D-Marketing interface in Japanese, JPIM, 9, 91-112.
    57.Song, X.M., Parry M.E., (1996), The Determinants of Japanese New Product Success, European Journal of Marketing, Vol.30, No.4, 6-19.
    58.Song, X.M., Thieme, R.J, and Xie, J., (1998), The Impact of Cross-Functional Joint Involvement Across Product Development Stages: an Exploratory Study, Journal of Product Innovation Management, 15, 289-303.
    59.Spanos, Y.E, and Lioukas, S., (2001), An examination into the causal logic of rent generation: contrasting Porter`s competitive strategy framework and the resource-based perspective, Strategic Management Journal, 22 (10), 907-934.
    60.Storey, C., and Kelly, D., (2000), New Service Development: Initiation Strategies, International Journal of Service Industry Management. 11(1), 45-62.
    61.Sunder, W.E., (1987), Managing New Product Innovation, Lexington books.
    62.Tabrizi, B, and R.Walleigh, (1997), Defining Next Generation Products: An Inside Look, Harvard Business Review, 116-124.
    63.Thomas, R.J., (1993), New Product Development: Managing and forecasting for strategic success, Wiley.
    64.Yap, C.M., and Souder W.E., (1994), Factors influencing new product success and failure in small entrepreneurial high-technology electronics firms, Journal of Product Innovation Management, 11(5), 420.
    65.丁錫鏞, (1992), 圖解科技政策學, 嵐德出版社.
    66.王思佳, (2000), 研發能力與研發績效關係之研究—以高科技產業為例, 大同大學事業經營研究所碩士論文.
    67.呂鴻德, (1992), 技術策略、功能互動與新產品績效關係之研究, 國立台灣大學商學研究所博士論文.
    68.李明源, (2001), 環境不確定性、組織性整合與新產品開發績效關係之研究, 國立中央大學企業管理研究所碩士論文.
    69.杜榮瑞, 蔣明晃, 林佩琪, (2000), 研究發展策略與績效衡量: 平衡計分卡之實證研究, 管理學報,第17卷第4期, 563~589.
    70.林良陽, (2002), 衡量研發機構智慧資本之研究-以工研院光電所為例, 國立政治大學企業管理研究所碩士論文.
    71.林明杰, (1989), 研究發展與製造之介面研究, 國立政治大學企業管理研究所碩士論文.
    72.洪世澤, (2006), 整合產品開發實務對競爭優勢之影響, 大同大學碩士論文.
    73.張文賢, (2007), 關係鑲嵌構形與網絡能耐對服務創新績效之影響, 大葉大學管理研究所博士論文.
    74.曹中仁, (1990), 新產品發展過程中,研究發展與行銷部門整合因素之研究, 國立台灣大學商學研究所碩士論文.
    75.陳元倫, (2000), 專案團隊控制制度與新產品開發績效關係之研究, 國立中央大學企業管理研究所碩士論文.
    76.陳明皇, (1994), 科技策略製造,研究發展部門整合差距與產品創新績效關係之研究, 輔仁大學管理科學研究所論文.
    77.曾靜萱, (2002), 發展組織研發能耐與研發績效之因果模式, 國立中央大學企業管理研究所碩士論文.
    78.黃鴻圖, (2001), 市場資訊處理能力與組織設計對新產品績效影響之研究, 國立中央大學企業管理研究所碩士論文.
    79.廖偉伶, (2003), 知識管理在服務創新之應用, 國立成功大學企業管理研究所碩士論文.
    80.趙時進, (2004), 協同研發管理關鍵因素與績效指標之研究, 國立台北科技大學碩士論文。.
    81.賴士葆, (1990), 科技策略與新產品發展績效相關之研究, 科技管理論文集,大業文教基金會.
    82.賴士葆, 林明杰, (1989), 研究發展與製造兩部門互動之研究, 科技管理論文集, 大葉文教基金會.
    83.賴宛圻, (2002), 技術策略、研發績效衡量與績效之關係, 國立台灣大學會計學研究所碩士論文.
    84.鍾志明, (1999), 新產品發展過程之資源配置與績效之關係─以國內製造業為例, 政大企業管理研究所博士論文.
    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    94932305
    97
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0094932305
    Data Type: thesis
    Appears in Collections:[管理碩士學程/商管專業學院碩士學位學程 AMBA] 學位論文

    Files in This Item:

    File SizeFormat
    index.html0KbHTML2533View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback