隨著時代的進步以及企業間的競爭日趨激烈，企業在更新、擴張生產規模的需求也日趨頻繁與複雜。由於類似工程在投資規模、技術範疇、財務條件與維護應用上具有相當的條件門檻，同時對於工程專業知識和技術的更替亦一日千里，於是造就了工程專案服務的市場需求。顧客不需要大張旗鼓投資或培養工程相關人力資源，只需透過專業的工程團隊服務便能實現工程專案計畫，同時具有專業品質之保證。正因為如此，中鋼公司積極整合集團工程技術資源，將建廠及實務操作所學習到的管理知識以及專業知識予以有系統的積累，並有計畫地向外部的國內外公共工程以及鋼鐵建廠提供工程技術服務與經驗，以化做為集團創造收益的動力，期許開創更寬廣的工程事業版圖。
本研究架構以國際/工業行銷和採購組IMP交互模型理論為基礎，並增加了客戶滿意度與客戶行為意向來做為評估、量測服務品質之構面因素，試圖透過IMP交互模型對工程專案服務品質進行分析，了解決定客戶心目中服務品質的關鍵因素，同時藉此研究結果回饋中鋼公司工程部門做為發展策略之參考。
本研究最終發現，在配適、合作及產品服務交換的部份將關鍵性決定客戶在感受服務品質時的敏銳程度，透過此研究可以提供決策者針對客戶所重視的議題投入資源管理，避免耗費不必要的資源，以便制定出真正滿足客戶的決策。

Construction projects have a considerable threshold for scale, content, investment amount and professional and technical application, which created a project services market demand. Customers may achieve the project plan through professional engineering team services. Because of this, CSC actively integrates the Group's engineering and technical resources and apply to public works and steel mills construction engineering business.
According to the theory of international/industrial marketing and purchasing group (IMP) interaction model, our study uses the customer satisfaction and customer behavior intention as the structural factors for evaluating and measuring the quality of service, and tries to analyze the quality of engineering project service through the IMP interaction mode. We would like to point out the key factors that determine the quality of service, and also feedback to CSC as a reference for development strategy.
This study finally found that in the adaptation, cooperation and product/ service will be the key to determine the customer's satisfaction of the quality of service. In the point of the view, this study might provide directions and recommendations to meet customer needs.

論文審定書 i
誌 謝 ii
摘 要 iii
Abstract iv
目錄 v
圖目錄 vii
表目錄 ix
第壹章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 4
第四節 研究流程 5
第貳章 文獻探討 6
第一節 鋼鐵產業特性 6
第二節 工程部門的角色 13
第三節 工程專案服務 15
第四節 工程專案管理服務品質及滿意度 17
第五節 客戶行為意向 19
第參章 研究設計 21
第一節 研究架構 21
第二節 研究假設 23
第三節 研究變數及操作性定義 24
第四節 問卷設計 28
第五節 量表測試 31
第六節 正式問卷發放與回收整理 39
第七節 資料分析方法 40
第肆章 資料分析與討論 46
第一節 受訪者特性統計分析 46
第二節 信度分析 58
第三節 效度分析 62
第四節 各變項相關分析 72
第五節 影響客戶滿意度與客戶行為意向之迴歸分析 77
第六節 人口統計變數分析 89
第伍章 結論與建議 98
第一節 結論 98
第二節 管理意涵 100
第三節 研究限制 102
第四節 後續研究建議 103
參考文獻 104
附錄 研究問卷正式量表 111

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