Abstract
Faced with the rapid changes in the semiconductor industry, supply chain management is an important topic, and supplier audit is an important management tool, too. More and more companies drive supplier quality to take continuous improvement by supplier audit. This study refers SERVQUAL and SERVPERF to develop suitable service quality survey on customer audit handling service quality. The survey helps to catch customer expectations and satisfaction on customer audit handling services, and assess the overall evaluation of customer audit services. In addition, the study also uses important - performance analysis (IPA) to identify the most weakness to be improved on customer audit service and provide recommendations for improvement. The results showed that SERVQUAL and SERVPERF surveys are not only suitable for the assessment on the general consumers, but also for B2B staffs. They are well worth tools for industry.