隨著汽車產業蓬勃發展，汽車產業建立了龐大的供應鏈。受到貿易戰影響，全球的汽車銷售市場漸緩、各大零組件廠產能過剩，各國家互相簽署彼此之間的貿易協定的環境下，汽車零件產業所將面臨的衝擊遠大於汽車廠，汽車零件產業將轉向模組化、自動化、智慧化以及輕量化去發展，有部分企業採取降低成本而非針對設計、品質層面改善。面對企業的轉型，經營與獲利在提升服務品質、顧客滿意度以及顧客忠誠度影響顧客再購買之意願，已經成為重要指標，本研究希望探討改善顧客關係之關鍵因素，藉由提升顧客滿意度。
本研究之研究對象個案公司長期與顧客進行商務來往，有著許多品質上之議題造成顧客抱怨，尚缺客觀角度來分析顧客對於個案公司之滿意程度，本研究希望分析出影響顧客品質滿意度之關鍵因素，進而改善顧客抱怨。
本研究藉由問卷調查法，結合SERVQUAL量表以及HOSPQUAL量表，利用李克特量表製作問卷後發放給個案公司之顧客。回收問卷後使用IPA表現法之重要度與滿意度計算其信度及效度，並討論出各象限的意涵以及優先改善之項目，給予個案公司有關互動品質、技術素質、行政素質、物理環境的改善建議。

This study is aimed at a discussion of the key factors leading to customer quality satisfaction with auto parts companies. The questionnaire consisted of three dimensions: gap five of the PZB service quality gap model, the SERVQUAL scale, and the HOSPQUAL scale. The collected data from the case were analyzed using the IPA performance method. The data were divided into the following four quadrants: competitive advantage, oversupply, minor improvement, and priority improvement. Finally, each of them, respectively, were found to be related to internal interaction quality, technical quality, administrative quality, and the physical environment. The client was advised of the findings to improve levels of customer satisfaction.

英文部分
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網頁
ISO官方網站：https://www.iso.org/standard/30512.html
PZB模式：https://www.lis.ntu.edu.tw/~pnhsieh/courses/servmgt/lecture7.htm
服務品質量表：http://bigdataquestionnaire.blogspot.com/2019/04/SERVQUAL.html
AIAG 官方網站：https://www.aiag.org/quality/quality-road-map
領導力：https://www.isoleader.com.tw/home/iso-coaching-detail/IATF-16949