Title page for etd-0701112-225828


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URN etd-0701112-225828
Author Ya-Hui Hou
Author's Email Address No Public.
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Department Business Management
Year 2011
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title B2B Information Service Quality and Customer Satisfaction
Date of Defense 2012-05-17
Page Count 125
Keyword
  • information service quality
  • the Impact of the QM practices on MC the capability mode.
  • RosettaNet
  • B2B team
  • customer satisfaction
  • Abstract Electronic business covers the enterprise purchase and sale activities,
    collaboration between customers and partners, and inter-organizational electronic
    transactions. In the 21st century, the enterprise take Information Technology deeply to
    embed in each process (the Process Step), with the Internet technique that has become
    the indispensable kernel of competition in the business operations. After a number of
    semiconductor manufacturers participating in “RosettaNet For Semiconductor
    Contract Manufacturing B2B Integration Project”, it has been a necessary condition
    whether semiconductor manufacturers can provide customers with B2B information
    services now. However,the semiconductor manufacturers should be thinking how to
    meet the customers changing needs of B2B information service, how to integrate
    information, and how to synchronize induction environmental change.
    This research is based on “the Impact of the QM practices on MC the capability
    mode”. The B2B team members provide all of the ad hoc group for B2B project
    members' empirical perception to do the quality of B2B information services
    empirical analysis during implementation project. The objective aims to understand
    the impact of service quality for customer satisfaction.
    The result clearly indicates that the five dimensions will be a significant impact
    in B2B service quality for the enterprise information services, namely, small group
    problem solving, top management leadership for quality, information and feedback,
    supplier involvement and Process management. But if each dimension is to be
    analyzed individually, customer focus would impact on B2B information service
    quality. Generally speaking, the B2B team wants to enhance service quality, and then
    they should start with these five dimensions to proceed, and thereby to raise customer
    satisfaction. From the investing funds scale, they want to pursue efficiency, and
    almost each of semiconductor company has set up a similar B2B team to dominate the
    B2B project for customer service. Furthermore, this research used variables in the
    different conditions of demographic variables to summarize the diversity of
    satisfactions, and these analyses acquire the managerial implications that will be
    managers an important basis for improving the quality of B2B information services.
    Advisory Committee
  • Iuan-yuan Lu - chair
  • Pin-Yang Liu - co-chair
  • Hsien-tang Tsai - co-chair
  • Tsuang Kuo - advisor
  • Files
  • etd-0701112-225828.pdf
  • Indicate in-campus at 1 year and off-campus access at 5 year.
    Date of Submission 2012-07-01

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