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系統識別號 U0002-1306200514361600
中文論文名稱 製造彈性能力對顧客滿意度影響之研究-以精密模具產業為例
英文論文名稱 The Impact of Manufacturing Flexibility on Customer Satisfaction-An Empirical Study on Precision Mold & Die Industry in Taiwan
校院名稱 淡江大學
系所名稱(中) 國際貿易學系國際企業學碩士班
系所名稱(英) Department of International Trade
學年度 93
學期 2
出版年 94
研究生中文姓名 梁仁豪
研究生英文姓名 Jen-Hao Liang
學號 692481269
學位類別 碩士
語文別 中文
口試日期 2005-05-18
論文頁數 110頁
口試委員 指導教授-劉燦樑
委員-袁建中
委員-李月華
中文關鍵字 精密模具產業  製造彈性能力  顧客滿意度  結構方程式模式 
英文關鍵字 Precision Mold & Die Industry  Manufacturing Flexibility  Customer Satisfaction  Structural Equation Modeling 
學科別分類 學科別社會科學商學
中文摘要 隨著顧客對於產品和服務的期許與要求日漸提高、全球化時代的來臨以及科技的日新月異,精密模具業者面臨的是更加充滿不確定性的外部環境,因此,如何在價值鏈中運用製造彈性能力顯得格外關鍵。製造彈性是針對各種市場需求而調整不同產能水準的能力。就技術層次而言,其充分發揮有助於廠商維持良好的生產效率與成本效益;從策略角度觀之,對於擴大廠商的競爭優勢與贏得顧客滿意有其重要意義。
基於上述背景與動機,本研究首先根據相關學理與過去文獻,整理與發展出製造彈性能力的概念。再者,將製造彈性能力的構念分為內部彈性能力與外部彈性能力,並且發展出具有信度與效度的彈性衡量構面。繼之,針對精密模具產業特性進行資料收集,以結構方程式模式作為實證分析工具,探究其內部彈性能力、外部彈性能力與顧客滿意度之間的影響關係。最後,根據研究結果提出管理上的意涵。
實證結果發現:內部彈性能力對外部彈性能力呈顯著的正向關係;外部彈性能力則顯著、直接地正向影響顧客滿意度。其中的重要策略意義是:精密模具廠商中的管理者對於製造彈性必須有一番全盤的規劃與管理,首先透過內部彈性能力核心生產技術,再藉由外部彈性能力建立競爭優勢,如此一來,廠商將有效強化大量客製化的競爭能力與提升顧客的滿意程度。



英文摘要 For Precision Die Casting Industry in Taiwan, the fast and dramatic changes in competition, technology innovation, and customer expectations are creating an increasingly uncertain environment. Manufacturers are seeking to enhance flexibility across the value chain as a strategy to treat the changing surroundings. Manufacturing flexibility, a critical dimension of value chain flexibility, is the ability to produce a variety of products in the quantities that customers demand while maintaining high performance. It is strategically important for enhancing competitive position and winning customer orders.
This research organizes literature on manufacturing flexibility and classifies it according to competence and capability theory. It describes a framework to explore the relationships among flexible competence (machine, labor, material handling, and routing flexibilities), flexible capability (volume flexibility and mix flexibility), and customer satisfaction. The valid and reliable instruments and the structural equation modeling were designed to measure the sub-dimensions of manufacturing flexibility and to test a large-scale sample (n=373). The results indicate strong, positive, and direct relationship between flexible manufacturing competence and flexible manufacturing capability. Flexible manufacturing capability has strong, positive, and direct relationship with customer satisfaction.

論文目次 目錄
目錄 I
表目錄 II
圖目錄 III
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 5
第二章 文獻探討 7
第一節 彈性 7
第二節 製造彈性構面 9
第三節 顧客滿意度 14
第三章 研究方法 16
第一節 研究架構 16
第二節 變數定義與操作 17
第三節 研究假設 19
第四節 研究過程 21
第五節 資料分析方法 29
第四章 實證分析 32
第一節 問卷精簡過程 32
第二節 信度與效度分析 37
第三節 敘述統計分析 44
第四節 多變量假設驗證 47
第五節 結構方程式模式分析 58
第五章 結論 82
第一節 研究結論 82
第二節 研究限制 84
第三節 後續研究建議 85
參考文獻 87
一、 中文部分 87
二、 英文部分 89
附錄一 研究問卷 100
附錄二 衡量模式之驗證性因素分析 105

表目錄

表3- 1 製造彈性能力衡量構面 18
表3- 2 顧客滿意度衡量問項 19
表3- 3 研究變數操作型定義 19
表3- 4 製造彈性能力之問卷架構 25
表3- 5 顧客滿意度之問卷架構 26
表3- 6 受測者基本資料之問卷架構 26
表3- 7 抽樣結果 29
表4- 1 製造彈性能力構念之問卷精簡 35
表4- 2 顧客滿意度構面之問卷精簡 36
表4- 3 校標關聯效度之相關分析 42
表4- 4 製造彈性能力衡量問項之相關矩陣 43
表4- 5 受測者性別分布 44
表4- 6 受測者婚姻狀況分布 44
表4- 7 受測者年齡分布 45
表4- 8 受測者年資分布 45
表4- 9 受測者居住地區分布 45
表4-10 受測者學歷分布 46
表4-11 觀察變項之基本統計量 46
表4-12 顯現外生變數之常態性檢定 50
表4-13 顯現內生變數之常態性檢定 51
表4-14 研究變數之相關矩陣 55
表4-15 顯現內生變數共線性檢定 56
表4-16 顯現外生變數共線性檢定 56
表4-17 顯現外生變數之變異數同質性檢定 58
表4-18 顯現內生變數之變異數同質性檢定 58
表4-19 整體模式配適度指數 69
表4-20 整體模式配適結果 70
表4-21 內部彈性能力之衡量模式 73
表4-22 外部彈性能力之衡量模式 74
表4-23 顧客滿意度之衡量模式 74
表4-24 衡量模式之參數估計 (顯現外生變數) 75
表4-25 衡量模式之參數估計 (顯現內生變數) 75
表4-26 結構方程式之參數估計 76
表4-27 誤差項之參數估計 77

圖目錄

圖1-1 模具產業上下游關聯圖 1
圖1-2 模具產業與主要應用產業總關聯度分析圖 2
圖1-3 研究流程圖 6
圖3-1 研究架構圖 16
圖3-2 研究假設關係圖 21
圖3-3 問卷設計流程圖 22
圖4-1 Cronbach’s alpha信度檢測 39
圖4-2 結構方程式模式分析流程 59
圖4-3 結構方程式模式因果關係路徑圖 63
圖4-4 結構方程式模式之參數估計結果 78
圖4-5 路徑模型圖 79

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