企業電子化涵蓋企業在網路上進行採購與銷售的活動、顧客及夥伴間的協同
作業，以及在組織內與組織間之電子交易，二十一世紀，企業將IT 技術深植於
每一製程(Process Step), 將之e 化、網路化，已成為企業營運競爭不可或缺
的重要核心利器。而在多家半導體廠商參與「晶采計畫」後時至今日，對於半導
體廠商是否能提供顧客B2B 資訊服務來說已經逐漸成為了必要條件，而如何更精
進提供符合顧客多變需求的B2B 資訊服務，架起資訊神經中樞，串連內外部、上
下游，同步感應最新環境變化。則是多家半導體廠商思考的另一要點。
本研究是以Impact of QM practices on MC capability 模式應用於B2B 資訊服
務品質做為理論基礎進行研究，於B2B team 成員提供專案導入期間，針對導入
B2B 企業之專案小組成員進行感知B2B 資訊服務品質之實證研究與探討，其目
的是希望了解服務品質對於客戶滿意度的影響，以做為企業及後續研究者的參
考。
研究結果明顯指出，企業要提升B2B 資訊服務品質會受到五個構面對B2B
服務品質有顯著影響，分別為：問題解決小組、高階管理人員的領導、資訊與回
饋、供應商參與及流程管理。但若是各構面單獨來看B2B 資訊服務品質，則顧
客至上會對B2B 資訊服務品質有所影響。因此整體來說B2B team 要提升服務品
質需先從這五個構面著手，進而提升客戶滿意度。從半導體產業所投入的資金規
模來看，為追求效率，幾乎各家半導體公司都有成立類似的B2B 工作團隊，在
主導著B2B 專案的進行，以服務客戶。並且對於研究變項在人口統計變數條件
下歸納出滿意程度的差異，而這些差異分析所獲得的管理意涵，將可以做為管理
者對於改善B2B 資訊服務品質重要的依據。

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.

論文審定書……………………………………………………………………………………………………….i
摘要 ........................................................................................................................ ii
Abstract ............................................................................................................... iii
致謝詞 ................................................................................................................... iv
目 錄 .................................................................................................................... v
表 目 錄 .............................................................................................................. vii
圖 目 錄 ............................................................................................................... ix
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 研究範圍和對象 ............................................................................ 3
第五節 研究流程 ........................................................................................ 4
第六節 論文架構 ........................................................................................ 4
第二章 文獻探討 ............................................................................................ 6
第一節 B2B 電子商務系統 ....................................................................... 6
第二節 RosettaNet 標準協定 ................................................................ 10
第三節 B2B 資訊服務 ............................................................................. 13
第四節 服務品質內涵 .............................................................................. 15
2.4.1 品質管理定義 ........................................................................... 15
2.4.2 服務品質概念 ........................................................................... 17
2.4.3 服務品質形成 ........................................................................... 20
第五節 客戶滿意度 .................................................................................. 21
2.5.1 客戶滿意度的定義與衡量 ................................................... 21
2.5.2 客戶滿意度的量表 ................................................................... 23
第六節 資訊服務品質的關鍵因素 .......................................................... 25
2.6.1 全面品質管理(Total Quality Management；TQM) ............. 25
2.6.2 品質管理對大量客製化能力的影響 (The effect of quality
management on mass customization capability) .............................. 26
第三章 研究設計 .......................................................................................... 30
第一節 研究架構與假設 .......................................................................... 30
第二節 研究變數與操作性定義 .............................................................. 32
第三節 量表設計 ...................................................................................... 34
第四節 研究抽樣計劃 .............................................................................. 38
第五節 資料分析方法 .............................................................................. 38
第六節 量表測試 ...................................................................................... 41
第四章 資料分析與討論 .............................................................................. 45
第一節 受訪者特性統計分析 .................................................................. 45
第二節 問卷之信度檢定及效度分析 ...................................................... 51
第三節 影響B2B 資訊服務品質之因素分析 ......................................... 54
第四節 各變數之間的相關分析 .............................................................. 65
第五節 影響B2B 資訊服務品質與客戶滿意程度之迴歸分析 ............. 73
第六節 人口統計變項對客戶滿意程度之差異分析 .............................. 82
第七節 研究發現 ...................................................................................... 91
第五章 結論與建議 ...................................................................................... 94
第一節 研究假設與驗證結論 .................................................................. 94
第二節 管理意涵 ...................................................................................... 97
第三節 研究限制與建議 .......................................................................... 98
參考文獻 ............................................................................................................ 101
附錄1 ................................................................................................................. 106
附錄2 ................................................................................................................. 110

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三、 網站部份
拓墣產業研究所http://www.topology.com.tw/tri/
資策會 http://mic.iii.org.tw/aisp/
RosettaNet Inc.: http://www.rosettanet.org/
http://blog.roodo.com/wyy/archives/3040251.html
范姜秀桂 http://www.swjh.tcc.edu.tw/sq/08/08-02.htm