摘要
近年來隨著景氣好轉及政府政策助長
經濟，使得民眾對於新車購買意願增加，顧
客對於購買新車後所提供的保養及維修服
務也是新車購買考慮因素，因此如何提昇消
費者的滿意度與品牌忠誠度一直是汽車業
者相當重視的問題。因此本研究嘗試利用失
效模式與效應分析手法及多準則決策之
TOPSIS 法探討台灣汽車維修廠消費者的滿
意程度，期望藉由顧客問卷為基礎，利用
TOPSIS 分析，提出維修廠品質維護改善之
模式，以提供相關企業經營上模式之參考。
關鍵字：失效模式、類似理想解排序法、汽
車維修業
ABSTRACT
Due to the properly policy for encourage
economy with taking a favorable turn prosperously,
make the people increase the will to
buy new cars in the recent years. Besides, the
maintenance offered and maintenance service
quality of the automobile maintained factory is
another factor for consideration to buy new
cars of the customer. Therefore, how to increase
the satisfaction and the brand loyalty of
customers plays an important role for all
automobile maintained factories. So this research
tries to utilize FMEA method, TOPSIS
skill and questionnaire to study the satisfaction
level of customers about maintenance service
provided by automobile maintained factory in
Taiwan area. The results of this research offer
the improvement order and exact mode for
maintained factory's service process, and to be
a reference to relevant enterprises for change
their manage mode.
Keywords: FMEA; TOPSIS; Automobile
Maintained Factory
|