企業提升顧客滿意度之個案研究-以某資訊服務公司為例

Abstract

我國電子資訊半導體相關產業在近二十年來快速發展下，已成為國際產業分工體系中重要的一環。企業成功關鍵在於如何提升服務品質、追求全方位的顧客滿意度及提高顧客忠誠度。為了推出比競爭對手更多元化的競爭策略手段，並提供顧客更多樣化的產品與服務選擇以維持長期的競爭優勢，「顧客滿意度之提升」扮演了關鍵性之角色。因此，本研究的目的有下列三項： 一、分析診斷個案公司的競爭力。 二、確定資訊服務產業所應該扮演的角色及提升顧客滿意度策略，以獲取更高之利潤及永續經營之目的。 三、分析資訊服務產業未來因應對策。 本研究的目的在瞭解資訊服務產業提升顧客滿意度之經營策略，並期待得到更多更深入的資料，以了解本研究對象的真實面。由於樣本蒐集不易，所以本研究決定以質化研究(qualitative research)，以充實並深入研究的核心，獲取量化研究所不能獲得的訊息，藉由個案研究可得到受訪者真實的「經驗」。其研究結論為：台灣資訊產業生存不易。故台灣資訊產業初期應與顧客建立良好的關係。投入專屬客戶服務團隊，提升服務滿意度，維持市場的競爭利基。台灣資訊產業服務人員在服務的過程當中，對於外界不當言行或突如其來的顧客要求，會顯的不知所措，此時的服務人員內心壓力是極大的。若處理得當，則能為台灣資訊產業帶來更大效益。

The electronics, IT, communications and semiconductor industries are currently most competitive among all the Taiwanese industries for 20 years. The gobal of information service company is in the competition environment. If the information industry processes in the markets, it should establish everlasting competition environment. It must improve new customers satisfaction, in addition, to maintain good relationship with the prime customers permanently, and it is become a focus in any aspect. Hence, how to maintain a good relationship with customers and customers be willing to choice the dealer is extremely important to the imformation information service company. This research purposes are as belows: 1. To diagnosed cases of analysis of the company's competitiveness. 2. information service company should determine the role and enhance customer satisfaction strategy to obtain a higher profit and the purpose of sustainable management. 3. To analysis of information services industry future strategies. The purposes of this study are to understand the information service company, the business strategy to enhance customer satisfaction, and look forward to more in-depth information to understand the true face of this study. In this study, we decided to use qualitative research, and in-depth research to enrich the core of the Institute can not get access to quantify the message, respondents were obtained by a real case study of experience. The conclusion are as belows: Information service company to survive is not easy. Therefore, Taiwan's IT industry should initially establish a good relationship with customers. Into a dedicated customer service team, improve service satisfaction, to maintain competition in the market niche.The service personnel of information service company in the service of process have a great pressure.