| DC 欄位 |
值 |
語言 |
| DC.contributor | 企業管理學系 | zh_TW |
| DC.creator | 邵玲豐 | zh_TW |
| DC.creator | Ling-Feng Shao | en_US |
| dc.date.accessioned | 2017-7-24T07:39:07Z | |
| dc.date.available | 2017-7-24T07:39:07Z | |
| dc.date.issued | 2017 | |
| dc.identifier.uri | http://ir.lib.ncu.edu.tw:88/thesis/view_etd.asp?URN=104451020 | |
| dc.contributor.department | 企業管理學系 | zh_TW |
| DC.description | 國立中央大學 | zh_TW |
| DC.description | National Central University | en_US |
| dc.description.abstract | 本研究彙整國內外相關文獻，並利用有效的統計分析工具及方法，將個案公司蒐集的顧客滿意度調查資料加以剖析。藉以了解個案公司的客戶滿意度及忠誠度變遷情形。最終的目標是要協助企業經營出一個更注重顧客需求的環境氛圍，以期達到提昇顧客價值與顧客忠誠度。
本研究係以第二章文獻探討為基礎，應用動態網絡資料包絡分析模型工具，將個案公司2012~2016年度顧客滿意度調查資料分成產品設計、產品資訊、銷售流程、物流作業、售後服務五大構面進行分析。探討出不同事業部在不同問題類型構面，影響個案公司客滿意度和顧客忠誠度，並對經營效率造成影響的真實問題因素有哪些。
根據這份分析報告，能協助個案公司對顧客需求了解更為明確，更有利於個案公司後續以此作為改善方向之依據，進而協助個案公司訂定正確的策略與目標，將公司有限資源進行更有效率之分配。 | zh_TW |
| dc.description.abstract |
This study summarizes the relevant literatures, and uses the effective statistical analysis tools and methods to analyze the customer satisfaction survey data collected by the case company to understand the case company′s customer satisfaction and loyalty transition in the past five years. The goal is to help enterprises to operate an atmosphere of customer needs to increace more customer value and customer loyalty.
This study use case company’s 2012 ~ 2016 customer satisfaction survey results as rawdata and grouping the rawdata as five perspectives. Product design, product information, sales process, logistics operation and after-sales service. Then use te dynamic network data envelopment analysis tool to analysis the data. This paper explores the real problem factors of different business factors in different types of problems that affecting customer satisfaction and customer loyalty.
This analysis report can help the case company to understand their customer’s real needs by more clearly and more conductive to follow-up. The report could as a basis direction for improvement and assist the case company to set the correct company strategy and objectives. The case company could allocat the limited resources by more efficience. | en_US |
| DC.subject | 顧客關係管理 | zh_TW |
| DC.subject | 顧客忠誠度 | zh_TW |
| DC.subject | 資料包絡分析 | zh_TW |
| DC.subject | 動態網路資料包絡分析 | zh_TW |
| DC.subject | Customer satisfaction | en_US |
| DC.subject | Customer Loyalty | en_US |
| DC.subject | DEA | en_US |
| DC.subject | DNDEA | en_US |
| DC.subject | Dynamic Network DEA | en_US |
| DC.title | 衡量電機產業顧客關係管理的效能變遷 | zh_TW |
| dc.language.iso | zh-TW | zh-TW |
| DC.type | 博碩士論文 | zh_TW |
| DC.type | thesis | en_US |
| DC.publisher | National Central University | en_US |