以IPA模式探討石英材料供應商服務品質之研究

Applying Importance-Performance Analysis to Improve the Service Quality of Semiconductor Quartz material supplier

研究運用重要──滿意度分析法（IPA）模式，分析半導體客戶對於石英材料供應商重視度及滿意度之服務品質研究，找出待改善因素，並提出改善策略，提供給石英材料供應商服務品質改善參考。本研究以問卷調查方式蒐集資料，有效回收問卷300份，將蒐集資料進行實證分析。研究結果顯示：受訪者對於石英供應商提供的商品及服務後感到滿意；受訪者對於石英供應商服務品質各項服務品當中，以「供應商的業務人員，回應速度快」、「供應商的業務人員，服務態度佳」感到最滿意；教育程度為碩士、大學（專）受訪者較教育程度為高中（職）受訪者更加重視石英供應商所提供的各項服務品質；產品品質及付款條件為受訪者認為石英材料供應商最需優先改善的項目。本研究將依此分析結果提出相關改善策略，提供石英材料供應商的服務品質改善參考。 This study intends to use important-satisfaction analysis(IPA)model to analyze semiconductor customers' research on the importance and satisfaction of quartz suppliers, identify factors to be improved, and propose improvement strategies to improve the quality of service provided by quartz suppliers. This study collected, compiled and analyzed the data from the questionnaires. I distributed 300 questionnaires. An empirical analysis on the data reveals the following findings: Most “quartz users” were most satisfied with the service quality of the quartz supplier's service; they were most satisfied with the “quick response from supplier's sales reps” and “good service attitude from them.; specific quartz users with higher education background put more importance in the quality of service provided by the quartz suppliers.; most quartz users need the quartz suppliers to improve on product material quality and payment terms. Based on the findings of this research, the author will draft strategies for improvement to help improve the service quality of quartz suppliers.

This study intends to use important-satisfaction analysis(IPA)model to analyze semiconductor customers' research on the importance and satisfaction of quartz suppliers, identify factors to be improved, and propose improvement strategies to improve the quality of service provided by quartz suppliers. This study collected, compiled and analyzed the data from the questionnaires. I distributed 300 questionnaires. An empirical analysis on the data reveals the following findings: Most “quartz users” were most satisfied with the service quality of the quartz supplier's service; they were most satisfied with the “quick response from supplier's sales reps” and “good service attitude from them.; specific quartz users with higher education background put more importance in the quality of service provided by the quartz suppliers.; most quartz users need the quartz suppliers to improve on product material quality and payment terms. Based on the findings of this research, the author will draft strategies for improvement to help improve the service quality of quartz suppliers.