研發為企業擴展產品的廣度與深度，接替或延續產品的生命，以保持企業的永續成長。研發績效來自哪些因素？本研究經文獻探討，以「內部服務品質」、「工作滿意」與「知識管理」形成研究架構，進而設計問卷、調查分析，而得實證結果。本研究以台灣汽車零件製造業M公司之研發部門為抽查對象，收集受訪者對上述四個構面的認同度，然後使用SPSS統計軟體來驗證，得到的結論如下：

一、知識管理對研發績效有正向影響，但解釋力偏低。表示知識管理雖是真因，但卻還有其他重要真因沒被探討(如智慧財產權、研發技術能力)。
二、工作滿意對研發績效有正向影響，但解釋力偏低。表示工作滿意雖是真因，但卻還有其他重要的真因沒被探討(如產品行銷能力)。
三、內部服務品質對工作滿意有正向影響，解釋力很好。表示內部服務品質是重要真因，公司應改善研發之內部服務品質，才能提升更好的工作滿意。
四、知識管理對工作滿意有正向影響，解釋力好。表示知識管理是重要真因，公司應改善研發部門的知識管理，才能提升更好的工作滿意。
五、知識管理對內部服務品質有正向影響，解釋力好。表示知識管理是重要真因，公司應改善研發部門的知識管理，才能提升更好的內部服務品質。
本研究確切推論內部服務品質與知識管理為影響工作滿意的重要因素，進而提供該經營管理者改善的建議。而研發績效的重要因素，不只本研究所提及的兩構面(工作滿意與知識管理)，然而個案公司可以優先提升工作滿意與知識管理，因它確實相當程度的正向影響研發績效，其他因素可以經由往後的研究發現而加以改善，必能更加提昇顯著的研發績效。

Research and develop (R&D) can expand scope and depth of the products for enterprises, and extend the life of products, in order to keep the growing up continuously forever of enterprises. Which factors does R&D performance come from? Through References find the research structure whose are ' Internal Service Quality ', ' Working Satisfaction ' and ' Knowledge Management '. And then design the questionnaire, investigate, analyze, and get the real example result. This research regards R&D department of M company of the vehicle curtain industry of Taiwan as the target of check, collect interviewee to above-mentioned four dimensions approval degree, use SPSS software to analyzing, the conclusion is as follows:

1) Knowledge Management is positive influence to R&D performance, but explain that strength is on the low side. It shows it is on although Knowledge Management it is real reason, it have not probing into otherly importantly really (such as patents, R&D ability).
2) Working Satisfaction is positive influence to R&D performance, but explain that strength is on the low side. Shows Working Satisfaction although real reason, have other probing into really important factor (such as marketing ability).
3) Internal Service Quality is positive influence to Working Satisfaction, it is very good to explain strength. Shows that Internal Service Quality is an important real reason, the company should improve Internal Service Quality of R&D department, could improve better Working Satisfaction.
4) Knowledge Management is positive influence to Working Satisfaction, it is good to explain strength. Shows that Knowledge Management is an important real reason, the company should improve Knowledge Management of the R&D department, could improve better Working Satisfaction.
5) Knowledge Management is positive influence to Internal Service Quality, it is good to explain strength. Shows that Knowledge Management is an important real reason, the company should improve Knowledge Management of the R&D department, could improve better Internal Service Quality.

This precise inference Internal Service Quality and Knowledge Management of research, in order to influence the important factor of Working Satisfaction, and then offer a administrator to improve and propose. And R&D performance
Important factor, not merely two which this research institute mentions constructs the surface (Working Satisfaction and Knowledge Management ), but case Company can is it improve Working Satisfaction and Knowledge Management because of it really to influence R&D performance to have priority, other factors can be improving via the research later on , can promote apparent R&D performance even more.

致謝詞I
論文提要II
中文摘要III
Abstract IV
目錄VI
圖目錄VIII
表目錄X
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 研究範圍與對象4
第四節 研究流程6
第五節 論文架構7
第二章 文獻探討8
第一節 內部服務品質相關文獻探討8
第二節 工作滿意度11
第三節 知識管理13
第四節 研發績效14
第三章 研究設計16
第一節 研究架構16
第二節 研究假說16
第三節 問卷設計與抽樣方法19
第四節 資料統計與分析26
第四章 資料分析與討論31
第一節 敘述性統計分析31
第二節 信度與效度分析34
第三節 因素分析37
第四節 皮爾森相關分析41
第五節 迴歸與路徑分析45
第六節 變異數分析53
第五章 結論與建議67
第一節 實證結果與管理意涵67
第二節 研究限制69
第三節 後續研究建議70
參考文獻71
中文部份71
英文部份72
網站部份79
附錄一：研究問卷80

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