Abstract
Recently the rapid rise of the Korean 3C brands has caught people’s eyes, Korean brands including mobile devices, LCD TV, and other products have taken the first place from Japanese enterprises. However, comparing with Korean’s and Japanese’s deep research into Taiwan’s economics, industries and politics, Taiwan needs to catch up with our neighborouring countires from the international strategic point of view. Therefore, this thesis aims to develop systematic analysis framework to analyze the Korean and Japanese decision behavior about quality issues, their working mode and qualiy preference, and then derive the corresonding qualiy service policy for customer satisfaction improvement. Based on the UNISON analysis framework, this thesis combines both subjective and objective logic thinking to make it draw the whole picture for the entire quality activities. Firstly, we use the 6 key factors: customer quality orgnization structure, business priority, average closing time of customer complaint cases, contact window numbers, decision method and the involvement level to vendor, to devide the customers into 3 behavior types, Secondly, to clacuate the quality index preference of customer internally, then go for the effect comparosion of cross-sectional analysis between behavior types and preference of quality index. The reserch is to use Korean and Japanese LCD TV brands to verify the validity of the thesis concclusion. The results have shown significant difference between Korean and Japanese behaviors about quality decision, the key factors to affect Korean are organization dtructure and the sales-oriention, and for Japanese, organization dtructure and decision method are the keys.This thesis concludes with discussions of the corresponding recommendation and future research directions.