Abstract
Abstract Most of Semi-conductor equipment suppliers base in Japan, US or Europe. Almost all major suppliers setup local branch in Taiwan. Only a few companies were represented by local Agents. Semi-conductor equipment supplier is a highly service-oriented industry. Customer deeply depends on supplier to provide not only the installation but also process application, periodical maintenance & troubleshooting services. The scope of this research is within Semi-conductor equipment industry, and more focus on Chip Manufacturing. The objective is to study service quality improvement of an American base equipment supplier. The research develops a SERVQUAL questionnaire by interview key customer to define the key elements of Service Quality. To study service quality of case company in terms of 5 Dimensions: Tangible, Reliability, Responsiveness, Assurance and Empathy. The objectives are: to understand Customer expectations (VOC) and to dig out the service quality GAPs of case company. The research would provide suggestions and directions to the case company for service quality improvement. Here are conclusions of this research:1. The research realized a couple of service qualities having Attractive Attribute.2. The research realized Case company misleading the VOC and lead to increasingly dissatisfaction.3. Discover service qualities which Case company should pay more attention on it.4. To validate three hypotheses of this research.5. Taiwan Semi-conductor industry less care of SOFT service qualities.