隨著科技時代的進步，產品不斷的推陳出新，如何在眾多類似產品中脫穎而出，除了在外觀上要加入流行、簡單操作的的元素外，內在的功能也需要強大而且穩定。並且還需要考慮到各國家所提出的安規及環保要求，如歐盟、北美及日本等國家，均對電子及資訊產品陸續提出環保的要求。因此產品的技術及生產製程都要不斷的更新，才能跟得上產品研發的腳步，而在研發的過程中，印刷電路板的設計(PCB layout)的技術能力非常重要，因為它將對產品的功能及穩定性及安規是否能夠通過有決定性的影響。因此電子公司的研發單位與PCB layout公司的關係非常緊密，而PCB layout公司也希望加強與客戶的夥伴關係及提高客戶的忠誠度，這也是本研究此次探討的主題。
本研究藉由深度訪談及探討國內外相關文獻後，整理出屬於這個產業客戶的價值，也是影響客戶滿意度的五大影響因子，產品的品質、價格、交期、服務品質及策略聯盟一站式服務，作為此次深度訪談的重點。藉由這些個案公司實務上的運作及經驗的分享，將資料蒐集及分析整理後得到了幾個主要的結論：
1.客戶尋找PCB layout公司的途徑，大部份透過朋友或工程師介紹，因為朋友有合作過才能了解其能力及配合的方式。
2.客戶選擇PCB layout公司的條件，主要看有沒有能力做公司的產品及合作過哪些廠商作為選擇的主要條件。
3.產品的生命週期長，如server及IPC產業，因為追求高穩定度。因此品質的重要性大於交期。而產品的生命週期短，如notebook產業或消費性產品，則交期的重要性大於品質。
4.以ODM/OEM客戶為主的notebook產業，對交期重要性大於品質，而以自有品牌為主的公司，因為時間可以自己控制，因此品質的重要性大於交期。
5.價格到 layout 的階段已經不是重要的關鍵因素，低價策略對客戶並沒有太大的吸引力。
6.服務品質對於規模較小的公司，受重視的程度遠大於規模較大的公司。
7.策略聯盟一站式服務，對於規模小的公司有吸引力，但對於有生產線較大規模的公司並沒有這部分的需求。

Along with the advance of era of scientific technology, Product unceasing weeding through the old to bring forth the new, How to emerge in numerous like products, Except that must join externally popularly、Simple operation outside element, The intrinsic function also needs to be formidable and stable, And also needs to consider safety regulations and that the demand of environment protection various countries proposed, such as EU, North America and Japan and other countries already set the request of environmental protection to the electron and information product one after another. Therefore the technology and production process of product must continuously renew, Can be able to follow the footsteps of producer research and development, But the design of printed wiring board (PCB layout) in process of research and development the technical capability is important, Because it to the function and stable and Ann gauge product whether can through having the decisive influence, Therefore the R&D department and relations of PCB of layout Corporation Electronic Co. are close, but PCB layout Corporation also hopes that strengthens and improves the loyalty of customer with customer's partnership, this is also the subject of research this discussion.

This research and discusses the domestic and foreign related literature after the depth interview, Reorganizes to be the value of this industrial customer, Also is affects the customer satisfaction five tremendous influence factors, product quality, price, delivery date, service quality and strategic alliance one-stop services as the key point of this depth interview, In the share of operation and experience because of these case company practices, after the material collection and analysis reorganized, reached several main conclusions:
1. The customers seek for the way majority of PCB layout Corporation introduced by the friend or the engineer, because the friend cooperates has been able to understand the way of its ability and coordination.
2. The customers choose the condition of PCB layout Corporation, mainly looked that which manufacturers is capable of making the product of company and has cooperated as the main condition of choice.
3. The life cycle of product is long, such as server and IPC industry, because pursues the high stability. Therefore the importance of quality is bigger than the delivery date. But the life cycle of product short such as notebook industry or consumption product, then the importance of delivery date is bigger than the quality.
4. The notebook industry of consisting mainly of the ODM/OEM customer, is bigger than the quality to the delivery date importance. but company that gives priority to the private brand, because the time can control, therefore the importance of quality is bigger than the delivery date.
5. The price to the layout stage is not the important key aspect, the low price strategy to the customer not too strong attraction.
6. The service quality the degree of scale small company well-respected is much greater than the larger scale companies
7. Strategic alliance one-stop services are attractive regarding the scale small company, but regarding having production line great scale the demand of company not this part.

論文審定書 i
謝 詞 ii
中文論文摘要 iii
Abstract v
目 錄 viii
圖目錄 ix
表目錄 xi
第一章 緒 論 1
第一節 研究背景 1
第二節 研究動機 5
第三節 研究目的 7
第四節 研究的流程 8
第二章 文獻探討 9
第一節 客戶的忠誠度 9
第二節 客戶滿意度 13
第三節 顧客價值 17
第四節 服務品質 20
第五節 策略聯盟 24
第三章 研究方法 26
第一節 研究範圍 26
第二節 研究架構 27
第三節 個案研究法 28
第四節 研究過程 28
第五節 資料的分析方式 32
第四章 個案公司的研究與分析 33
第一節 工業電腦產業個案分析 34
第二節 伺服器產業個案分析 49
第三節 筆記型電腦產業個案分析 62
第四節 電子周邊產業個案分析 75
第五節 綜合分析與討論 86

第五章 結論與建議 106
第一節 研究結論 106
第二節 研究建議 111
第三節 研究限制與後續研究上的建議 113
參 考 文 獻 114
一、中文部分 114
二、英文部分 115


圖目錄
圖 1-1 線路圖、實體零件示意圖……………………………………………1
圖 1-2 layout 軟體建出零件示意圖 ………………………………………1
圖 1-3 擺放零件(Placement) 示意圖………………………………………2
圖 1-4 佈線 (Routing)示意圖………………………………………………2
圖 1-5 Gerber file (底片資料) 示意圖 …………………………………2
圖 1-6 製作樣板及上零件示意圖……………………………………………2
圖 1-7 研究流程圖……………………………………………………………8
圖 2-1 顧客價值三角模式 …………………………………………………19
圖 2-2 印刷線路板佈局產業(PCB layout)顧客價值模式 ………………20
圖 3-1 概念性的架構圖 ……………………………………………………27

表目錄
表 2-1 客戶滿意度的驅動因子…………………………………………15
表 2-2 顧客價值的定義…………………………………………………18
表 2-3 服務品質的定義…………………………………………………21
表 2-4 服務品質的構面…………………………………………………23
表 2-5 策略聯盟的定義…………………………………………………24
表 3-1 研究個案公司背景的資料………………………………………30
表 3-2 研究個案公司受訪者的資料……………………………………30
表 4-1 個案公司尋找PCB layout公司途徑 …………………………88
表 4-2 個案公司尋找PCB layout公司條件 …………………………89
表 4-3 對現有layout公司的信任及依賴感 …………………………90
表 4-4 品質的看法及如何認定品質的好壞……………………………92
表 4-5 品質出現問題時對忠誠度的影響………………………………94
表 4-6 個案公司對價格的看法…………………………………………95
表 4-7 低價策略對忠誠度的影響………………………………………96
表 4-8 個案公司對服務品質的看法……………………………………98
表 4-9 個案公司希望再提供哪些服務…………………………………99
表 4-10 個案公司對交期的看法 ………………………………………101
表 4-11 交期對忠誠度的影響 …………………………………………102
表 4-12 策略聯盟的看法 ………………………………………………103
表 4-13 個案公司影響忠誠度關鍵因素重要性的排序 ………………105

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