製造業服務化日益受到重視，隨著科技的進步，許多供應鏈相關的資訊系統如雨 後春筍般出現，其目的不外乎就是提供「服務」給上下游的合作廠商，讓彼此的交易往來可以進行地相當順利，而這些資訊系統就是提供服務的媒介。透過這些供應商的資訊系統，進而影響到公司內部的流程能力，這些流程能力可以使公司內部作業更為順暢。過去的研究中，鮮少以資訊科技為基礎的服務構面來衡量對供應商忠誠度的影響，因此本研究旨在探討以資訊科技為基礎的服務和流程能力對供應商忠誠度的影響。除此之外，供應商業務代表提供的服務和公司內部是否擁有足夠的資訊科技能力來支援供應商的資訊系統，也是需要被衡量的指標。 本研究透過郵寄問卷至台灣營業額排名前 1000 名製造業的採購主管，探討以資 訊科技為基礎的服務和流程能力對供應商忠誠度是否具有正向的影響。結果顯示，供應商代表提供的服務及購買方的流程能力與供應商忠誠度呈現正向相關，除此之外，以資訊科技為基礎的服務對流程能力並無正向影響。;The servitization of manufacturing is more important than ever before. As a result of rapid development in information technology, information systems for supporting supply chain operations have sprung up. The purpose of these systems is to provide “services” to upstream and downstream partners in supply chains to make their business more successful. And then, information systems have become the important vehicles of providing services to customers. These information systems also impact suppliers on internal process capabilities. The process capabilities can make the business more smoothly. There are few studies about IT-based service and loyalty to the suppliers in prior studies. Therefore, this study addressed the impacts of IT-based service and process capabilities on loyalty to the suppliers in supply chains. In addition, the services provided by supplier representatives and whether there is enough information technologies to support the information systems of suppliers in the internal firm are needed to be measured. The study collects data from top 1000 Taiwanese manufacturing firms to test the hypotheses. The results show that human service quality and process capability are positively associated with loyalty to the supplier. In addition, there is no positive influence of IT-based service on process capability.
