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研究生: 侯冠成
Hou, Kuan-Cheng
論文名稱: 運用層級分析法建構供應商選擇客戶之關鍵因素-以臺灣電線電纜產業為例
A Study of AHP to Construct a Retailer's Evaluation Model for Customers – an Example Taiwan's Wire and Cable Industry
指導教授: 王泰裕
Wang, Tai-Yue
學位類別: 碩士
Master
系所名稱: 管理學院 - 工業與資訊管理學系碩士在職專班
Department of Industrial and Information Management (on the job class)
論文出版年: 2023
畢業學年度: 111
語文別: 中文
論文頁數: 79
中文關鍵詞: 層級分析法供應鏈管理顧客關係管理電線電纜產業客戶評選
外文關鍵詞: The Analytic Hierarchy Process (AHP), Supply Chain Management, Customer Relationship Management, Wire and Cable Industry, Customer Selection
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  • 藉由文獻探討發現,關於供應商的評價或選擇的相關研究,多是站在客戶的採購單位之角度進行深入的討論,該研究結果顯示客戶對於供應商主要以「品質」、「價格」、「交期」等三項為主要評選因素。然而交易過程是基於買賣雙方相互信任且平等的關係上所產生的活動,反向回推供應鏈成員是如何選擇及評估企業客戶應具有深入研究的價值。期望能透過此過程,讓兩造雙方的交易活動及合作互動更加順暢且緊密,並共創雙方的更多成長的可能。
    本研究目的在於建構出「供應商選擇客戶之關鍵因素」,並以臺灣電線電纜產業的供應商作為研究對象,試圖站在供應商的角度,找出影響供應商選擇客戶的關鍵因素。本研究將以層級分析法作為了解影響供應商選擇客戶之關鍵因素,以文獻探討建立層級架構初步模式後,以專家深度訪談的方式確認評估構面及評估項目。並以專家問卷發放的方式展開兩兩比較矩陣,最後將回收之問卷進行權重計算以及結果分析,提出結論與未來建議。
    研究結果顯示,電線電纜產業供應商高度重視客戶的「未來性」,該評選項目對整體具有15.65%的影響力。且與「利潤率(7.35%)」相比,該產業供應商特別注重客戶的「信用狀況(11.10%)」與「付款天數(9.53%)」。此外,該產業供應商會避免同品牌之間的競爭,「有同品牌合作夥伴銷售」於綜合權重中具有6.96%的影響力。上述共計五個評估項目,於供應商選擇客戶時,總共具有56.61%的影響力,顯示供應商於客戶選擇時會特別注重產業特性及企業特性此兩大構面。

    Through the literature review, we have observed that the previous studies on supplier evaluation or selection primarily focus on discussing the standpoint of customer procurement units. These studies reveal that customers predominantly consider "quality," "price," and "delivery time" as the key factors when evaluating suppliers. However, the transactions among parties are based on mutual trust and equitable relationships between buyers and sellers. We found it’s valuable to understand how supplier selection and assessment of business customers occur. We are hoping by understanding this process, we can enhance the smoother transactions between both parties which can potentially lead to mutual growth opportunities.
    The aim of this research is to gain a comprehensive understanding of the "critical factors influencing suppliers to choose customers." The study focuses on suppliers within Taiwan's wire and cable industry, aiming to provide insights from the supplier's perspective regarding the key elements that impact their customer selection process. To achieve this, this research applies Analytic Hierarchy Process (AHP) to analyze the factors that affect suppliers' decisions. The first step is to establish an initial model based on literature review. Secondly, in-depth interviews with industry experts is conducted to validate evaluation dimensions and criteria. After the interview process, we expand the pairwise comparison matrix by issuing expert questionnaires. Subsequently, the gathered information is utilized to calculate weights and conduct result analyses, leading to the formulation of conclusive findings and future recommendations.
    The research findings demonstrate that suppliers in the wire and cable industry place significant emphasis on the "future potential" of customers, which significantly influences the overall evaluation with a weight of 15.65%. Nevertheless, in comparison to "profitability" (7.35%), suppliers within this industry pay particular attention to customers’ "creditworthiness" (11.10%) and "payment terms" (9.53%). Moreover, this industry tends to prevent competition among similar brands. "Collaboration with brand partners for sales" weighs 6.96% within the comprehensive evaluation framework. These five evaluation criteria hold a combined weight of 56.61% in suppliers' customer selection processes. It underscores the significant consideration given to industry and company characteristics during decision-making.

    摘要 i Extended Abstract ii 誌謝 vi 圖目錄 ix 表目錄 x 第壹章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 2 第三節 研究範圍與限制 3 第四節 研究流程 4 第五節 論文架構 5 第貳章 文獻探討 6 第一節 電線電纜產業概況 6 第二節 供應鏈管理 10 第三節 顧客關係管理 14 第四節 層級分析法 17 第五節 小結 24 第參章 研究方法 25 第一節 研究架構與流程 26 第二節 建立評選構面及評選項目 27 第三節 評估架構確認 31 第四節 AHP專家問卷設計 33 第五節 小結 36 第肆章 實證分析與結果 37 第一節 個案公司簡介 37 第二節 專家深度訪談與評估構面及項目選定 39 第三節 成對比較問卷資料分析 47 第四節 結果討論 57 第伍章 結論 60 第一節 結論 60 第二節 管理意涵 61 第三節 未來研究建議 63 參考文獻 64 附錄一:專家訪談紀錄表 67 附錄二 AHP專家問卷 69

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