Service quality and ERP implementation: A conceptual and empirical study of semiconductor-related industries in Taiwan

Tsu-Ming Yeh; Ching-Chow Yang; Wen-Tsann Lin

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Service quality and ERP implementation: A conceptual and empirical study of semiconductor-related industries in Taiwan

机译：服务质量和ERP实施：台湾半导体相关产业的概念和实证研究

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This paper examines the effectiveness of the implementation of enterprise resource planning (ERP) in improving service quality in the Taiwanese semiconductor industry by assessing the expectations and the perceptions of service quality from the perspectives of both upstream manufacturers and downstream customers. The study first establishes a modified service quality gap model incorporating: (i) the downstream customers' expectations and perceptions, and (ii) the upstream manufacturers' perceptions of the customers' expectations and perceptions. An empirical study by questionnaire survey is then undertaken to investigate the gaps proposed in the research model. The results show that service quality gaps do exist in the Taiwanese semiconductor industry between upstream manufacturers that are implementing ERP and their downstream customers. The study shows that the proposed model provides valuable guidance to manufacturers with respect to the prevention, detection, and elimination of the demonstrated service quality gaps. The model thus helps manufacturers to evaluate the contribution of various ERP modules to improved customer satisfaction with service quality and also provides guidance on improvement strategies to enhance service quality by eliminating quality gaps.

机译：本文通过从上游制造商和下游客户的角度评估对服务质量的期望和看法，检验了企业资源计划（ERP）实施对提高台湾半导体行业服务质量的有效性。该研究首先建立了修正的服务质量差距模型，其中包括：（i）下游客户的期望和看法，以及（ii）上游制造商对客户的期望和看法的看法。然后通过问卷调查进行实证研究，以调查研究模型中提出的差距。结果表明，台湾半导体行业在实施ERP的上游制造商与下游客户之间确实存在服务质量差距。研究表明，该模型为预防，发现和消除已证明的服务质量差距提供了宝贵的指导。因此，该模型可以帮助制造商评估各种ERP模块对提高客户对服务质量的满意度的贡献，还可以提供有关通过消除质量差距来提高服务质量的改进策略的指南。

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来源
《Computers in Industry》 |2007年第9期|共11页
作者
Tsu-Ming Yeh; Ching-Chow Yang; Wen-Tsann Lin;
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正文语种 eng
中图分类计算机的应用;
关键词
Enterprise resource planning (ERP); Semiconductor industry; Service quality gaps; ERP implementation;

机译：企业资源计划（ERP）;半导体行业;服务质量差距;ERP实施;

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1. Service quality and ERP implementation: A conceptual and empirical study of semiconductor-related industries in Taiwan [J] . Tsu-Ming Yeh, Ching-Chow Yang, Wen-Tsann Lin Computers in Industry . 2007,第8a9期

机译：服务质量和ERP实施：台湾半导体相关产业的概念和实证研究
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机译：使用多层质量函数部署自由贸易港区的服务质量评估：台湾实证研究
4. Intellectual Capital and Enterprise Performance: Empirical Study in Taiwan High-Tech Industry [C] . Ming-Tien Tsai, Chung-Jen Wang Proceedings of fourth international conference on operations and supply chain management. . 2010

机译：智力资本与企业绩效：台湾高科技产业的实证研究
5. The relationship between service quality and market orientation: An empirical study in the Taiwan advertising industry. [D] . Hsu, An-Chi. 2009

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7. La démarche qualité est née dans les grandes entreprises en raison du développement de la production de masse et de la division du travail. Dans l’entreprise artisanale en revanche, la division du travail est peu développée et l’entrepreneur-artisan occupe des différentes fonctions (productives et administratives). Aussi la qualité en tant que processus normatif n’a pas de raison d’être. La qualité est une qualité informelle fait d’un ensemble de pratiques qui ne sont pas le monopole d’un service particulier. Cette conclusion s’appuie sur une enquête qui a été menée dans 12 entreprises artisanales dans le Nord/Pas-de-Calais à partir du concept du Potentiel de Ressources de l’entrepreneur. Quality, as an industrial standard, was born in big companies with the development of mass production and the division of labour. In the small enterprise, the division of labour is not very developed and the entrepreneur has in charge different functions (production and management). In the small enterprise, quality as a normative process doesn’t exist and quality is thus informal. There is a set of practices which are not implemented by a special service. This conclusion is based on a research study in 12 small enterprises in the Nord/Pas-de-Calais region in France. This research study is based on the concept of the potential of resources of the entrepreneur. [O] . Sophie Boutillier 100

机译：Laémarchequaléesténdansles grandes entreprises en raisondudéveloppementdela production de masse et de la division du travail。 Dans l'entreprise artisanale en revanche，la division du travail estpeudéveloppéeetl'enterprise-artisan occuppedesdifférentesfonctions（productives et administratives）。 aussilaqualitéentant que processus normatif n'a pas de raison d'être。 Laqualitéestunequalitéinformellefait d'un ensemble de pratiques qui ne sont pas le monopole d'un service particulier。 Cette结论s'appuie suruneenquêtequiaétémenéedans12 entreprises artisanales dans le Nord / pas-de-Calaisàpartirdu concept du potentiel de Ressources de l'corporateur。质量作为一种工业标准，诞生于大公司，随着大规模生产和劳动分工的发展。在小企业中，分工不是很发达，企业家负责不同的职能（生产和管理）。在小型企业中，质量作为规范过程并不存在，因此质量是非正式的。有一套实践没有由特殊服务实施。该结论基于对法国Nord / pas-de-Calais地区12家小企业的研究。该研究基于企业家资源潜力的概念。

Service quality and ERP implementation: A conceptual and empirical study of semiconductor-related industries in Taiwan

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