物流中心服務重要性與滿意度之分析

Differences between the Importance and Satisfactory Measures of Logistics Center Service

陳韜(Tao Chen) ； 何月萍(Yue-Ping Ho)

《航運季刊》 17卷2期 (2008/06) Pp. 23-48

摘要

本研究從台灣兩種主要客戶群（電子製造業與批發零售業）的角度分析物流中心業者所提供的服務是否滿足其需求，進而以服務重要性與滿意度之觀點分析其間之差異，本研究發現營運重點不同的客戶間有共同重視的物流服務項目，但是也有個別重視的項目。在大部分公司將物流服務委外的情形下，隨著客戶營運重點的不同，物流中心業者應該針對客戶之需求，強化部分項目的服務品質以提昇顧客的滿意度。本研究以問卷調查的方式來進行資料的收集，並採用服務品質構面做爲分析的基礎，本研究將服務品質區分爲下列四個構面：同理心、可靠性、保證性、完整性，以上述四個構面設計問卷，並以統計分析工具驗證問卷的信度及效度，以提供正確而有效的數據予相關單位參考，並希望能協助物流中心業者改善服務品質並提昇整體競爭力。

關鍵字

第三方物流 ； 服務品質 ； 顧客滿意度

並列摘要

This study examines the importance of service items of third party logistics service providers, further, to find out the differences of the demand between customers of different background. The results could help logistics operators to find out the service items needed to be improved. The source of data comes from the answer of the questionnaires. The items have been categorized into four major ones, to measure the performance of service quality precisely and accurately. The research findings shown there are huge differences between the demands between customers of different background. Also the items needed to be improved have also been found. The contribution of this study is that the major service items of customers with different core businesses have been found. Logistics operators could improve their competitive advantages based on the research findings.

並列關鍵字

Third Party Logistics ； Service Quality ； Consumer Satisfaction