近年來隨著景氣好轉及政府政策助長經濟，使得民眾對於新車購買意願增加，顧客對於購買新車後所提供的保養及維修服務也是新車購買考慮因素，因此如何提昇消費者的滿意度與品牌忠誠度一直是汽車業者相當重視的問題。因此本研究嘗試利用失效模式與效應分析手法及多準則決策之TOPSIS法探討台灣汽車維修廠消費者的滿意程度，期望藉由顧客問卷為基礎，利用TOPSIS分析，提出維修廠品質維護改善之模式，以提供相關企業經營上模式之參考。

Due to the properly policy for encourage economy with taking a favorable turn prosperously, make the people increase the will to buy new cars in the recent years. Besides, the maintenance offered and maintenance service quality of the automobile maintained factory is another factor for consideration to buy new cars of the customer. Therefore, how to increase the satisfaction and the brand loyalty of customers plays an important role for all automobile maintained factories. So this research tries to utilize FMEA method, TOPSIS skill and questionnaire to study the satisfaction level of customers about maintenance service provided by automobile maintained factory in Taiwan area. The results of this research offer the improvement order and exact mode for maintained factory's service process, and to be a reference to relevant enterprises for change their manage mode.