Applying TCSI Model to Evaluate the Stakeholders Satisfaction Nearby Hsinchu Science Industrial Park
Science and technology play a key role in the economic development of the whole world; this is even true when it comes to any certain country.TCSI includes 44 industries which constitute 60％ GDP and high-tech industry accounts for around 32％ GDP in Taiwan at present.Therefore,the industry is indeed very important when measured by the Taiwan Customer Satisfaction Index.Macroscopically,customer satisfaction can be used to evaluate the performance of national economic system; however,from the perspective of modern quality management,our focus has shifted from customer satisfaction to stakeholder satisfaction.Take Hsinchu Science Park for example,we have proved that its stakeholder,the neighboring citizens,played a vital role in the Parks success.Given this,this research planned to carry out a citizen satisfactory survey among inhabitants around Hsinchu Science Park,hoping to learn their thoughts and feelings through the results and to,based on that,better the Parks operating system,improve the relations between the two sides,and therefore strengthen the Parks competitive strength.This research discusses the citizens satisfaction and trust to the Park using the TCSI model and makes analysis on major indexes and perspectives affecting the satisfaction and trust by means of the structural equation modeling (SEM),so as to help the Hsinchu Science Park Administration discover the most effective ways to raise the publics satisfaction and trust.Finally,this research works out TCSI marks and scores and makes a comparison with other industries,aiming to provide the Administration with materials for external benchmark learning.
Taiwan Customer Satisfaction Index model Hsinchu Science Park Structural Equation Modeling
Ming-Lang Wang Kang-Wei Wang Shang-Hsuan Chung,
Dept.of Industrial Engineering & System Management,Chung Hua UniversityHsinchu,Chinese Taipei Graduate Institute of Applied Statistics Fu Jen CatholicUniversityTaipei,Chinese Taipei Dept.of Industrial Engineering & System Management,Chung Hua University Hsinchu,Chinese Taipei
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）