How does manufacturing service perceived value influence customer satisfaction? An investigation of global semiconductor industry

摘要

Customer satisfaction is an important strategic performance which is influenced by service experience and perceived value. This study proposed a model to postulate, and statistically test, the relationship between value drivers and customers' perceived value of semiconductor manufacturing services, and the impact of perceived value on customer satisfaction. The research results showed that perceived value and value drivers are significantly different among services. Line services have a more significant influence on customer satisfaction than support services. Customer firm type and geographical location have a significant influence on value perception and preference, and on the relationship between service value and customer satisfaction. This study suggests that semiconductor manufacturing service providers should deliver right value proposition to enhance satisfaction for different customer firm types in varying regions, and design customised service portfolios with various value foci to differentiate them and gain a competitive advantage.