企業間電子商務導向、彈性製造能力與顧客滿意度間關係之探討

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張宜凱(I-Kai Chang) 查詢紙本館藏

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資訊管理學系

論文名稱

企業間電子商務導向、彈性製造能力與顧客滿意度間關係之探討
(B2B EC orientation, flexible manufacturing capability and customer satisfaction)

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摘要(中)

隨著世界生產工廠—中國的競爭能力日漸提升、全球化趨勢和企業間競爭之日益複雜，企業間電子商務已成為學術界和各企業間重視之議題；除此之外，顧客對於企業的滿意程度以及企業的製造彈性如：產量彈性和產品之多樣化等，均為現今熱門之企業議題。本研究目的在於描述企業間電子商務導向，以及企業間電子商務和產量彈性、產品多樣性之關係，另一方面，顧客滿意度和產量彈性、產品多樣性之相關程度亦為本研究所欲瞭解之議題。本研究模型以各領域現存之文獻為基礎，包含：行銷、資訊科技導入、供應練管理、顧客關係管理、製造彈性、知識管理、企業策略、電子商務、電子企業和組織績效等等。研究樣本為114位台灣地區製造業公司；最後的研究結果顯示，企業間電子商務導向包含四個子構面：以顧客為中心，競爭者導向、與供應商之合作以及知識管理；而假設驗證部分也和本研究所提出的模型相去不遠。最後，研究限制、管理和學術意涵也會於本文中詳述之。

摘要(英)

Because of the strength of China’s competition, global competition and more complicated competition between businesses; business-to-business electronic commerce has been a significant issue in the information system field. Besides, the customer satisfaction and the capabilities of volume flexibility and mix flexibility are the other popular issues in today’s businesses. In this study, we concentrate on depicting the business-to-business electronic commerce within a company. Moreover, this study examines the relationships between business-to-business electronic commerce and volume and mix flexibility, and the relationships between these two capabilities and customer satisfaction. The proposed model in this study was based on existing literatures in marketing, information technology adoption, supply chain management, customer relationship management, manufacturing flexibility, knowledge management, business strategies, electronic commerce, electronic business and firm performance. The respondents were 114 information system managers from manufacturing firms in Taiwan. The results of this study showed that business-to-business electronic commerce has four dimensions that are consistent with those hypothesized in the research model, including customer focus, competitor orientation, supplier cooperation and knowledge management. Moreover, both volume flexibility and mix flexibility are positively influenced by business-to-business electronic commerce. Besides, customer satisfaction is also positively associated with volume flexibility, but not with mix flexibility. Finally, the implications, limitations and avenues for future research are discussed.

關鍵字(中)

★ 企業間電子商務
★ 企業間電子商務導向
★ 彈性製造能力
★ 顧客滿意度
★ 產量彈性
★ 產品組合彈性

關鍵字(英)

★ B2B EC orientation
★ volume flexibility
★ B2B EC
★ mix flexibility
★ customer satisfaction

論文目次

1 Introduction - 1 -
2 Literature Review - 5 -
2.1 B2B EC orientation - 5 -
2.1.1 Customer focus - 7 -
2.1.2 Competitor orientation - 12 -
2.1.3 Supplier cooperation - 14 -
2.1.4 Knowledge management - 18 -
2.2 Flexible manufacturing capability - 21 -
2.2.1 Volume Flexibility - 22 -
2.2.2 Mix Flexibility - 24 -
2.3 Customer Satisfaction - 25 -
3 Research Model and Hypothesis - 28 -
3.1 Research model - 28 -
3.2 Hypotheses - 29 -
3.2.1 B2B EC orientation and flexible capability - 29 -
3.2.2 Flexible capability and customer satisfaction - 32 -
4 Method - 34 -
4.1 Research design - 34 -
4.2 Procedure of questionnaire design - 35 -
4.3 The instruments - 35 -
4.3.1 B2B EC Orientation - 36 -
4.3.2 Volume Flexibility - 38 -
4.3.3 Mix Flexibility - 38 -
4.3.4 Customer Satisfaction - 38 -
4.4 Data analysis methods - 40 -
4.4.1 Descriptive statistics - 40 -
4.4.2 Non-response bias - 40 -
4.4.3 Validity - 40 -
4.4.4 Reliability - 42 -
4.4.5 Hypothesis testing - 42 -
5 Results - 44 -
5.1 Response rate - 44 -
5.2 Descriptive statistics - 44 -
5.3 Non-response bias - 46 -
5.4 Instrument quality analysis - 47 -
5.4.1 Content validity - 47 -
5.4.2 Convergent validity and uni-dimensionality - 47 -
5.4.3 Reliability analysis - 53 -
5.4.4 Discriminant validity analysis - 53 -
5.5 Structural equation modeling - 54 -
5.5.1 Overall fit measures - 55 -
5.5.2 Hypotheses testing - 56 -
6 Conclusion - 60 -
6.1 Summary and discussion of findings - 60 -
6.2 Research Contributions - 62 -
6.3 Implications - 62 -
6.4 Limitations and future research - 63 -
References - 66 -
Appendix: Questionnaire - 77 -

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指導教授

王存國(Tswen-Gwo Wang)

審核日期

2005-7-4

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