世界經濟論壇（World Economic Forum）發表的The Global Risks Report 2018中提到，水資源危機在過去七年，一直是影響全球的主要風險之一，可用的淡水品質和數量顯著下降，將會對全球造成有害影響。在缺水危機的衝擊下，國內各產業的工業用水大戶，近幾年均不斷投資廢水處理設備，並提高製程用水的回收率，以因應在水資源缺乏的環境下對產業產生的衝擊。而水處理特用化學品主要用於改良水質特性和維護製程設備，在水資源產業中扮演著不可或缺的角色。

　　本研究目的為探討影響水處理特用化學品產業「顧客滿意度」的相關變數，利用服務品質、產品品質的構面作為衡量基準，透過問卷抽樣調查的方式，以國內某水處理特用化學品公司為例，依營業額篩選出60家顧客，並針對具有採購或決定權的產品使用單位主管或承辦人員進行調查。在民國105至107年間連續三年共計回收147份有效問卷，有效問卷回收率為81.6%。並使用SPSS 24.0統計軟體進行資料分析，分析方法有信度分析、敘述統計分析、變異數分析、相關分析和迴歸分析等。

　　本研究結果顯示：服務品質的可靠性、反應性、同理心和有形性構面，以及產品品質的產品功能和產品價值構面，均會對水處理特用化學品的顧客滿意度產生顯著正向影響。研究結果可提供給相關企業制定經營策略及改善營運績效參考之用。

According to The Global Risk Report 2018 published by the World Economic Forum, the water crisis has been one of the major risks of global influence. Under the impact, industrial users invested in water treatment equipment and increased the recovery rate of water. Water treatment speciality chemicals are used to improve water quality and maintain process equipment, which is indispensable in the industry.

The purpose of this study is to explore the relevant variables affecting the “customer satisfaction” of the speciality chemicals industry for water treatment. Use the facet of service quality and product quality as the dimensions and take a domestic water treatment speciality chemicals company as an example. From 2016 to 2018, 147 valid questionnaires were collected, and the response rates was 81.6%. The SPSS 24.0 statistical software was used for data analysis. The analysis methods included reliability analysis, narrative statistical analysis, variance analysis, correlation analysis and regression analysis.

The results show that the reliability, responsiveness, empathy and tangibles of service quality, as well as product function and product value of product quality, have positive effect to customer satisfaction in water treatment speciality chemicals. The results of the study can be provided to the relevant companies to develop business strategies and improve operational performance.

論文審定書 i
摘要 ii
Abstract iii
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 3
第四節 研究流程 4
第二章 文獻探討 5
第一節 特用化學品與水處理產業現況探討 5
第二節 服務品質 8
第三節 產品品質 17
第四節 顧客滿意度 20
第三章 研究方法 24
第一節 研究架構和假說 24
第二節 研究變數與定義 26
第三節 研究設計 30
第四章 資料分析 34
第一節 問卷回收情形與信度分析 34
第二節 樣本結構分析 36
第三節 敘述統計分析 38
第四節 背景屬性在研究變項上之變異數分析 43
第五節 服務品質、產品品質與顧客滿意度之相關分析 48
第六節 服務品質、產品品質對顧客滿意度之迴歸分析 50
第五章 結論 53
第一節 研究結論 53
第二節 研究發現與建議 55
第三節 研究限制 57
參考文獻 58
附錄 64

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