競爭優勢與顧客滿意度分析以中華汽車為例;Key successful factors and customer satisfaction analysis – A case of China Motor Corporation

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题名:	競爭優勢與顧客滿意度分析以中華汽車為例;Key successful factors and customer satisfaction analysis – A case of China Motor Corporation
作者:	倪貞貞;Ni,Chen-Chen
贡献者:	工業管理研究所碩士在職專班
关键词:	顧客滿意度;customer satisfaction
日期:	2012-07-11
上传时间:	2012-09-11 19:00:42 (UTC+8)
出版者:	國立中央大學
摘要:	論文名稱：中華汽車成功關鍵與顧客滿意度分析論文提要：目前，隨著台灣汽車市場區近於飽和，產業內的競爭激烈，因此剖析汽車產業的特性、趨勢及關鍵成功因素是具有現實意義的課題。本研究主要針對中華汽車如何成功的站穩台灣前五大車廠與顧客滿意度來作分析研究，並以顧客滿意度指標問卷分析進行調查。研究結果顯示；1、中華汽車公司成功關鍵為不斷的創新、超越自我、生產開發出消費者滿意、符合潮流的產品。2、經研究發現中華汽車經銷商的顧客滿意指標評核分數中，顧客滿意提升對服務廠營運獲利有影響。顧客滿意指標的分析結果對個案公司的建議，不但能提高客戶滿意度，因此還能增加汽車銷售與汽車維修價值。可確信的是，本研究可瞭解整個台灣汽車產業的生態、競爭優勢及顧客戶滿意度的重要性，且藉由分析結果可提供更多的建議給個案公司來提升其競爭優勢。關鍵字：中華汽車、創新車種、顧客滿意度。Title of Thesis : Abstract: Key successful factors and customer satisfaction analysis – A case of China Motor CorporationWith the motor market in Taiwan has been saturated to cause cut-throat competition within the motor industry. Therefore, analyzing industry characteristics, trends and successful factors for those workshops contracted with Taiwan automakers is practical and meaningful. This study attempts to analyze the key successful factors and customer satisfaction for China Motor Corporation with measurement index system of customer satisfaction. The results suggested that 1.No effort has been spared to reach new highs, developing and manufacturing innovative products, and adding customer satisfaction for key successful factors of China Motor Corporation 2.The findings of this study indicate that customer satisfaction significantly affecting business profit of service shop. The study is not only increasing customer satisfaction, but can be creating the value of car sales and service.It is certain that key successful factors, customer satisfaction analysis and direction for China Motor Corporation are given in this study.
显示于类别:	[工業管理研究所碩士在職專班 ] 博碩士論文

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