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研究生: 周江義
研究生(外文): Chiang-Yi Chou
論文名稱: 台灣半導體產業之服務品質與夥伴關係之關聯-以前置因素觀點探討
論文名稱(外文): The Interaction Effects between Service Quality and Partnership of Semi Conductor Industry in Taiwan - A View from Antecedent Varilables
指導教授: 錢士謙
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 經營管理研究所
論文出版年: 2011
畢業學年度: 99
論文頁數: 111
中文關鍵詞: 服務品質、溝通、信任、承諾、夥伴關係
外文關鍵詞: Service Quality,Communication,Trust,Commitment,Partner Relationship
相關次數:
  • 被引用:0
  • 點閱:12
  • 評分:*****
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台灣半導體的代工產業鏈,包含積體電路的各段製程,譬如:晶圓、封裝及測試等,孕育了低成本、富有彈性及全方位服務的競爭優勢。本研究旨在探討該代工產業交易對象之間,其服務品質與夥伴關係的關聯性,透過社會交換理論中的-溝通、信任及承諾等三個主要元素,做為夥伴關係的前置因素,以建置研究架構並嘗試找出彼此構念間的關係,持續我國在全球半導體產業的領先地位及競爭優勢。
研究方法係採用樣本結構與敘述性統計分析、信度及效度分析、相關係數分析、驗證性因素分析、線性結構關係模式及路徑分析,解析各項變數之間的關聯性。實證結果顯示,服務品質對於溝通有直接的影響效果;溝通對於信任的直接影響亦然存在;然而信任對於承諾則也有直接的影響;同時承諾對於夥伴關係的直接影響也是明顯存在;至於溝通對於夥伴關係,以及信任對於夥伴關係,也有直接的影響效果。

The supply chain of semi-conductor subcontractor product in Taiwan contains whole processes of Integration Circuit, such as wafer fab, assembly and testing service. It creates the whole supply chain of semi-conductor subcontractor product with low cost, more flexible, and total solution service’s competitive advantage. In this research, we intend to explore the relationship between service quality and partner relationship with semi-conductor industry. These relationships can be examined through communication, trust, and commitment of social exchange theory. Generally speaking, those factors are called with the antecedent factors of partner relationship.
The research methods include Descriptive Statistics Analysis, Reliability Analysis and Validity Analysis, Correlation Analysis, Confirmation Factor Analysis, and Path Analysis. Finally, this study finds that service quality has a positive relationship with communication, as well as the communication has a positive relationship with trust and the trust has a positive relationship with commitment significantly. Furthermore, the commitment has positive relationship with partner relationship. Besides, the communication and trust also have positive relationship with partner relationship.




目  錄
中文摘要  I
英文摘要  II
目錄  III
表目錄  V
圖目錄  VII
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  6
第二章  文獻探討  8
第一節、服務品質  8
一、服務的特性  8
二、服務品質的定義  9
三、服務品質的模式與衡量  10
第二節、社會交換理論  15
一、定義與發展  15
二、應用於企業間互動  18
三、社會交換理論之意涵  21
第三節、夥伴關係  28
一、夥伴關係的定義  28
二、影響夥伴關係的前置因素  30
第四節、社會交換理論應用於夥伴關係之適用性  34
第三章  研究方法  38
第一節、研究架構  38
第二節、變數的操作性定義與衡量  39
一、服務品質  39
二、溝通  40
三、信任  41
四、承諾  41
五、夥伴關係  42
第三節、研究假設  43
第四節、問卷設計  51
第五節、問卷前測  52
第六節、資料蒐集與研究對象  57
第七節、資料分析方法與工具  58
第四章  資料分析  60
第一節、樣本結構與敘述性統計  60
第二節、相關分析  70
第三節、驗證性因素分析  72
第四節、整體模式適合度分析  79
第五章  結論與建議  87
第一節、研究結論  87
第二節、研究建議  91
第三節、研究貢獻  92
第四節、研究限制  93
參考文獻  95
附錄一  107

表目錄
表1-1  2009年台灣製造業前10大總營業金額、排名與企業家數  2
表1-2  2009年台灣半導體產業於全球產值的佔有率與排名  3
表2-1  PZB服務品質之衡量構面與變數定義  12
表2-2  社會交換理論的應用  36
表3-1  服務品質變數評量之問卷題項  39
表3-2  溝通變數評量之問卷題項  41
表3-3  信任變數評量之問卷題項  41
表3-4  承諾變數評量之問卷題項  42
表3-5  夥伴關係變數評量之問卷題項  43
表3-6  研究模式之各變數操作性定義  51
表3-7  各構念量表信度分析表  52
表3-8  服務品質量表信度分析表  53
表3-9  溝通構念量表信度分析表  54
表3-10 信任構念量表信度分析表  55
表3-11 承諾構念量表信度分析表  56
表3-12 夥伴關係構念量表信度分析表  56
表3-13 研究母體與抽樣家數對照表  57
表4-1  抽樣廠商基本資料對照表  61
表4-2  服務品質之平均值與標準差一覽表  64
表4-3  溝通之平均值與標準差一覽表  66
表4-4  信任之平均值與標準差一覽表  67
表4-5  承諾之平均值與標準差一覽表  68
表4-6  夥伴關係之平均值與標準差一覽表  69
表4-7  所有構念之之平均值與標準差一覽表  70
表4-8  所有構念之相關性  71
表4-9  服務品質對夥伴關係之相關性  71
表4-10 服務品質量表驗證性因素分析  74
表4-11 溝通量表驗證性因素分析  75
表4-12 信任量表驗證性因素分析  76
表4-13 承諾量表驗證性因素分析  77
表4-14 夥伴關係量表驗證性因素分析  77
表4-15 區別效度表  79
表4-16 整體模式契合度分析表  82
表4-17 基本的配適標準表  82
表4-18 模式配適度評鑑結果摘要表  83
表4-19 本研究假說結果模型總表  86


圖目錄
圖1 -1 研究流程圖  7
圖3 -1 研究架構  38
圖4 -1 線性結構模型實證分析模式圖  80
圖4 -2 線性結構實證分析與參數值圖  85


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