Applying TCSI Model to Evaluate the Stakeholder's Satisfaction Nearby Hsinchu Science Industrial Park

摘要

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 Park's 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 Park's operating system, improve the relations between the two sides, and therefore strengthen the Park's 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 public's 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.