EMPIRICAL ANALYSIS OF CRITICAL SUCCESS FACTORS IN SERVICE INDUSTRY

服務業關鍵成功要素實證研究

10.6220/joq.2016.23(6).04

楊錦洲(Ching-Chow Yang)；戴淑賢(Shu-Hsien Tai)；郭于瑛(Yu-Ying Kuo)

service industries ； critical success factor (CSFs) ； structural equation model (SEM) ； successful business model ； 服務業 ； 關鍵成功要素 ； 結構方程式 ； 成功企業模式

品質學報

23卷6期（2016 / 12 / 31）

415 - 424

英文

Service industries are becoming more and more critical in economic development in most of the countries around the world, contributing huge parts of the GDP and employment. But they also encounter great competition in both local and global markets. In order to pursue the competitive advantage, service industries need to perform a successful business model and possess more critical success factors (CSFs). This study first developed the ＂successful business model.＂ Based on this theoretical model, we proposed a Structural Equation Model (SEM) to conduct the empirical study. This SEM is constituted of five constructs, including ＂customer value proposition,＂ ＂key resources,＂ ＂key processes,＂ ＂profit formula,＂ and ＂business performance.＂ We used the service enterprises in Taiwan as our participants. The causal relationships of the five constructs within the SEM are confirmed by using 203 valid questionnaires and the software LISREL 8.50. According to the further analytic results, the CSFs can be identified such as ＂techniques capability and technique skills,＂ ＂strategies of service development and branding,＂ ＂excellent customer service,＂ etc. This research brings forth contribution to both the academic field and the service industries. With these valuable research results, service industries can develop their strategic actions.

近年來服務業發展迅速，在各國的經濟上扮演著愈來愈重要的角色。在許多先進國家中，產業結構趨於以服務業為主，且服務業占GDP的比例也逐漸提升，因此也使服務業在國內甚至國際上面臨劇烈的競爭。為了具有競爭優勢並永續發展，服務企業勢必須具備關鍵成功要素才能建置成功的模式。本研究透過文獻探討，建立服務企業關鍵成功因素之架構圖，另以問卷調查方式針對關鍵資源、關鍵流程、重視顧客價值主張、優異獲利模式及經營績效等五個構面進行調查，並以結構方程式 (SEM) 探討構面間的關聯性，最後根據結果給予結論及建議，期望服務企業可依此訂定適合自己企業之關鍵成功要素，以此提升競爭能力並得以永續發展。

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