Shih, K. S., Lin, C., and Tan, B. 2000. The Structural Analysis of Competitive Factors, Manufacturing Strategy, Custmoers' Satisfaction and Organizational Performance. NTU Management Review, 11 (1): 001-034
Kun-Shou Shih, Department of Marketing and Logistics Management, Southern Taiwan University of Technology
Chinho Lin, Professor, Department of Industrial Management Science, National Cheng Kung University
Bertram Tan, Professor, Department of Business Administration, National Cheng Kung University
Abstract
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.
Keywords
Competitive factors Manufacturing strategy Customers’ satisfaction Organizational performance LISREL