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研究生： 劉政劭
Cheng-Shao Liu
論文名稱： 透過ANP評估製造業的服務系統設計的關鍵因子
Evaluating the Key Factor in Service System Design for Manufacturing by Analytical Network Process
指導教授： 葉英傑
Ying-chieh Yeh
口試委員:
學位類別： 碩士
Master
系所名稱： 管理學院 - 工業管理研究所
Graduate Institute of Industrial Management
畢業學年度： 100
語文別： 英文
論文頁數： 70
中文關鍵詞： 服務系統 、ANP 、服務品質
外文關鍵詞： service system, ANP, service quality
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    • 服務系統在現代有越來越重要的趨勢。不只是在服務業，各個產業都想透過服務系統來幫助他們增加顧客。
    在本研究，我們應用服務系統在製造業裡。我們用ANP來評估服務品質對顧客滿意度的影響。我們根據製造業的特色設計一個關係架構圖，接著我們發放問卷給一些有這方面背景的人士填寫。在我們的問卷裡, 我們想知道各個因子在高科技產業中的重要性比較。而且我們將知道哪一項服務品質在高科技產業中是最重要的。而我們就以那項服務品質來做為設計服務系統的基礎。最後,我們比較服務系統設計應用與製造業和服務業的差異。

    Service system is more and more important recently. Not only in service industry, but every industry wants to introduce service system into their operation which may improve number of customer.
    In our research, we apply the service system into manufacturing. We use ANP methodology to evaluate the influence of service quality. We design the relative framework according to the characteristic of manufacturing, and we place the questionnaire survey to some authorities. In our questionnaire, we want to know the relationship of the elements in the high-technology manufacturing. We will know which service quality is the most important element in service system of high-technology manufacturing. And we will design the service system based on this service quality. Eventually, we compare the difference of service industry and manufacturing when design service system.

    摘要 I Abstract II Content III List of figure V List of table VI 1. Introduction 1 1.1 Background and motivation 1 1.2 Research objective 2 1.3 Research framework 2 2. Literature review 4 2.1 Elements of service design system 4 2.2 Relationship in Service system design 6 2.3 Service industry and manufacturing 7 2.4 Analytical network process 8 3. Methodology and Framework 10 3.1 The service system framework 10 3.1.1 Service Resource Planning 12 3.1.2 Service Process Design 12 3.1.3 Service Job Design 13 3.1.4 Information Technology 14 3.1.5 Service Quality 15 3.1.6 Customer Satisfaction 17 3.2 The ANP Model 17 3.2.1 The decision framework 17 3.2.2 Pairwise comparison evaluation 18 3.2.3 The solution procedure 20 4. Data Analysis 22 4.1 Sample Analysis 22 4.1.1 Construct pairwise compare matrix 22 4.1.2 Calculate Importance Weight and Consistency Text 26 4.1.3 Solve the Super-matrix 32 4.1.4 Integrate Questionnaire 36 4.2 Result Analysis 38 4.2.1 Dimension influence 38 4.2.2 The geometric mean weight and rank of customer satisfaction 40 4.2.3 How to design service system 40 4.2.4 Compare electronics industry with communications industry 40 4.3 Compare service design in manufacturing with in service industry 41 5. Conclusion and Future Research 43 5.1 Conclusion 43 5.2 Future research 44 Reference 45 Appendix 48

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