在競爭激烈的環境下，製造業有形產品的特色將趨於大同小異且生命週期縮短，因此必須倚賴服務、品質、交期及創新等製造目標的達成才能創造並維持競爭優勢。然而企業服務品質、交期及創新能力的提昇均有賴於員工對組織的認同及參與，以能有效的執行組織策略、達成既定目標，進而提昇顧客滿意及組織績效。因此，本研究以台灣資訊及電子電器業為研究對象，並利用結構化模式 ( LISREL ) 驗證競爭因素、製造策略、內外部顧客滿意度與經營績效間之因果關係。研究結果顯示，不同競爭因素的重視程度，對於製造策略的決策內容及內外部顧客滿意皆有顯著的影響；而越重視製造策略，則企業的經營績效越好，且內外部顧客滿意程度越高，其組織績效也越佳。

Under the fierce competitive environments, the differences between the products from different firms will declined and the life cycle of products will become shorter. Consequently, firms will become dependent on their superior services and innovations to to strive for the competitive advantage. In order to provide the superior service for customers and to maintain competitive advantages, the employees of firms should commit to participate in the activities of their organization. Consequently, firms can implement their strategies effectively and accomplish their objective. Therefore, it is imperative to investigate the relationships among competitive factors, manufacturing strategies, satisfactions of internal as well as external customers, and organizational performances. By LISREL, we verify the relationships of cause-effect among the competitive factors, manufacturing strategies, internal as well as external customers satisfaction, and organizational performance for the information industry in Taiwan. These results reveal that the focus of competitive factors significantly affects the formulation of the strategy, and the more appropriate the selection of competitive factors lead to the higher the customer satisfaction. Furthermore, a greater emphasis on the manufacturing strategy not only leads to higher customer satisfaction, but also to better organizational performance.

競爭因素; 製造策略; 顧客滿意; 組織績效; LISREL

Competitive factors; Manufacturing strategy; Customers’ satisfaction; Organizational performance; LISREL