國內鋼鐵廠產線有技術門檻高、資本、能源及勞力密集、建置時間長等特性。故普遍採用整廠輸出方式在本地建立新產線，亦即業主向設備廠商購買設備，設備廠商除提供設備外，也提供基本的工程服務，並協助設備安裝與產線試運轉。近年來，隨著科技進步，各家設備商所提供的軟硬體性能與價格差距越來越小，所以相對之下，在競爭策略上可以做出的差異化就是企業端對企業端的工程服務，於是，企業對企業專業服務品質與其顧客滿意度，不僅成為廠商遴選標準或是工程管理議題，重要性也日益增加。
本研究採用IMP (International/Industrial Marketing and Purchasing Group)模型內所定義之其中服務/產品互動、社會互動、資訊互動、合作、調適等五個專業服務品質構面為主，輔以關係品質為研究構面，研究設備廠商企業對企業專業工程服務的顧客滿意度。調查對象為具有鋼鐵廠專業工程經驗的專業人員，採用判斷篩選抽樣，以紙本與線上網站同時進行問卷發放，回收有效樣本159份。
利用敘述統計分析、信效度分析、因素分析、相關性分析與迴歸分析等統計分析方法，驗證研究假設，研究結果顯示：
1. 「產品/服務互動」對「專業服務品質顧客滿意度」具顯著正向影響。
2. 「社會互動」對「專業服務品質顧客滿意度」具顯著正向影響。
3. 「資訊互動」對「專業服務品質顧客滿意度」未具有顯著正向影響。
4. 「合作」對「專業服務品質顧客滿意度」未具有顯著正向影響。
5. 「調適」對「專業服務品質顧客滿意度」有顯著正向影響。
6. 「關係品質」對「專業服務品質顧客滿意度」未具有顯著正向影響。

The main characteristics of domestic steel plant are high technical threshold, significant investment, energy and labor concentration and long construction time. The working scope of the suppliers is to provide the steel plant with equipment, basic engineering service as well as the assistance for equipment installation and commissioning. However, with the advance of technology in recent years, it has almost made no difference among equipment performance. What matters is the professional engineering service the supplier can provide.
The aim is this study is to examine how the customer satisfaction will be affected by Relationship Quality and five dimensions of IMP (International/Industrial Marketing and Purchasing Group) Model, which is, Product/Service Exchange, Social Exchange, Information Exchange, Cooperation and Adaption. 159 valid questionnaires, paper-based and web-based, were received from the steel-plant professionals.
The study is discussed based on descriptive statistics, reliability and validity analysis, exploratory factor analysis, correlation analysis and regression analysis. The primary findings of this thesis were as follows:
1. “Product/Service Exchange” has significant positive impact on customer satisfaction of professional engineering service.
2. “Social Exchange” has significant positive impact on customer satisfaction of professional engineering service.
3. “Information Exchange” does not have significant positive impact on customer satisfaction of professional engineering service.
4. “Cooperation” does not have significant positive impact on customer satisfaction of professional engineering service.
5. ”Adaption” has significant positive impact on customer satisfaction of professional engineering service.
6. “Relationship Quality” does not have significant positive impact on customer satisfaction of professional engineering service.

摘要 i
Abstract ii
目錄 iii
圖次 v
表次 vi
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 5
第一節 服務品質與衡量 5
第二節 專業服務品質 7
第三節 IMP 服務品質架構 9
第四節 關係品質 12
第五節 顧客滿意度 12
第三章 研究設計 14
第一節 研究架構與假設 14
第二節 操作型定義 15
第三節 研究構面之衡量問項 16
第四節 抽樣計畫 19
第五節 問卷架構 19
第六節 問卷設計 21
第七節 資料分析方法 22
第四章 資料分析與討論 27
第一節 樣本結構分析 27
第二節 整體敘述性統計分析 30
第三節 信度分析 33
第四節 效度分析 35
第五節 研究構面之相關性分析 39
第六節 專業服務品質滿意度分析 42
第七節 人口統計變數分析 45
第五章 結論與建議 65
第一節 研究結論 65
第二節 管理意涵 68
參考文獻 69
附錄A 研究問卷 74

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