| URN | etd-0721125-114519 | Statistics | This thesis had been viewed 23 times. Download 2 times. |
| Author | HUANG-HSIANG LIN | ||
| Author's Email Address | fcu.lin0226@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2024 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 87 |
| Title | A Study on the Application of IPA Model to Discuss the Service Quality of Procurement Personnel in the Construction Industry: A Case Study of a Construction Company | ||
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| Abstract | This study applies to the Importance-Performance Analysis (IPA) model to examine the gap between suppliers¡¦ perceived importance and actual satisfaction regarding the service quality of procurement personnel in the construction industry. A case study approach was adopted, focusing on a selected construction firm¡¦s supplier base. Data was collected through questionnaires and further analyzed by segmenting respondents based on age and job position to explore group-based perceptual differences. The findings reveal that the dimensions of Reliability and Tangibles received relatively high satisfaction ratings, indicating that procurement personnel demonstrated consistent performance in documentation, pricing procedures, and operational processes. However, several service attributes under Responsiveness and Empathy¡Xincluding contract modification coordination, ongoing communication, final payment support, and professional knowledge¡Xwere identified as key deficiencies falling into the fourth quadrant of the IPA grid. These results indicate a substantial gap between importance and satisfaction. Furthermore, the analysis shows that age and job position influence how suppliers evaluate procurement services, with younger and lower-level respondents prioritizing communication and fairness, while senior respondents emphasize institutional transparency and professional responsiveness. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2025-06-20 | Date of Submission | 2025-07-21 |