摘要
本研究以Fei電子顯微鏡的使用者為研究對象，探討使用者對於Fei電子顯微鏡代理商的技術創新、服務品質、認知價值、顧客忠誠度與顧客滿意度間的關連性。研究針對有電子顯微鏡的大學相關系所及相關產業研究單位等作為問卷抽樣進行調查，共計發出300份問卷，回收280份，扣除部份內容不完整的8份問卷，回收之有效問卷共有272份，問卷的回收率為90%。根據研究目的的需要，將利用統計方法，因數分析、信度分析、皮爾森相關、多元迴歸、變異數分析等方法進行實證分析。
經由分析結果顯示，顯示技術創新、服務品質、認知價值對顧客忠誠度與顧客滿意度具有正向的影響，其中技術創新對顧客滿意度與服務品質對顧客滿意度的影響效果顯著，此外認知價值會正向影響顧客忠誠度與顧客滿意度，顧客滿意度會正向影響顧客忠誠度。
研究結果顯示，不同顧客群所重視的服務項目並無明顯的差異，其中以重視實務技術服務品質人數最多，因此Fei電子顯微鏡代理商應持續維持良好的技術服務品質，以提高顧客滿意度與忠誠度。此點可做為Fei臺灣電子顯微鏡代理商提升內部核心價值與規劃行銷策略的參考。

Abstract
In this study, the researcher tries to discover the relationship between The Technical Innovation、Quality of Service、Perceived value、Customer loyalty、Customer Satisfaction on FEI agent. The researcher entrusted four key people to take random questionnaire surveys in some univertisies and companies of the materials analysis, semiconductor, and photoelectric industry. The participants are narrowed down to only user of electon microscope and the materials analysis departments. Totally, the researcher has collected 300 copies of questionnaires, 282 valid questionnaires were returned. with a valid return rate of 90%.
According to the purpose and assumption of the study, the researcher adopted SPSS to analyze data. Statistical methods used in this study include Factor analysis, ANOVA, Duncan's test, T-test, Pearson's product –moment correlation analysis, After the analyzing these data and the validating corresponding assumptions, the following conclusions were drawn:
Technical Innovation、Quality of Service、Perceived value have positive direct influence. Customer loyalty and the Technical Innovation had significant effect on the Customer Satisfaction. Quality of Service had significant effect on the Customer Satisfaction.beside Perceived value will positive influence the Customer Satisfaction and Customer loyalty. Customer Satisfaction will positive influence the Customer loyalty.
In the variables of statistic,all of the different customer had no significant effect on Customer Satisfaction and Customer loyalty. Based on the customer's views about the service items they promoted by agent in electron microscope, truely, the quality of applied technical training will influence the service quality .the keypoint steps for Agency to upgrade Customer Satisfaction and Customer loyalty.direct through high quality technical training. this point can be used as reference when promotion strategy is to be established

參考文獻
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