應用層級分析法建構物流服務業顧客忠誠度評選要素之研究

Application of Analytic Hierarchy Process to Construct Customer Loyalty Evaluation Factors in Logistics Service Industry

張雅婷(Ya-Ting Chang) ； 陳春富(Chun-Fu Chen)

《量化分析與研究》 2期 (2023/02) Pp. 11-25

https://doi.org/10.29782/QARA.202302_(2).0002

摘要

本研究旨在建構物流服務業顧客忠誠度評選要素指標，並確立物流服務業顧客忠誠度評選要素之權重體系。本研究回顧影響顧客忠誠度之相關研究，初步建構「物流服務業顧客忠誠度評選要素調查問卷」。其後，邀請本研究廠商11位相關產業領域專家與高階主管評比指標內涵，藉以確立指標系統內各階層指標的相對權重。本研究建構之物流服務業顧客忠誠度評選要素指標，包括三大層面：服務創新、服務品質、以及知覺價值，涵蓋10個細目指標。整體權重排名分別是：服務價值第1，可靠性第2，成本價值第3，結果性第4，回應性第5，服務概念第6，有形性第7，關懷性第8，服務傳遞系統第9，技術創新第10。最後，本研究根據研究結論提出相關建議，以提供物流相關產業管理人員與後續學者未來研究之參考。

關鍵字

層級分析法 ； 顧客忠誠度 ； 服務創新 ； 服務品質 ； 知覺價值

並列摘要

The purpose of this study is to construct and establish the weighting system of customer loyalty indicators for the logistics service industry. This study initially constructed the "Logistics Service Industry Customer Loyalty Rating Factor Survey Questionnaire". Subsequently, 11 senior executives of the firms were invited to evaluate the content of the indicators in order to establish the relative weights of each level of indicators in the indicator system. A set of 10 indicators to measure customer loyalty in the logistics service industry has been developed, covering three dimensions: service innovation, service quality, and perceived value. The overall weighting rankings are service value 1st, reliability 2nd, cost value 3rd, fruitfulness 4th, responsiveness 5th, service concept 6th, tangibility 7th, caring 8th, service delivery system 9th, and technological innovation 10th. Finally, this study proposes relevant recommendations based on the findings of the study to provide a reference for future research by logistics-related industry managers and scholars.

並列關鍵字

Analytical hierarchy process ； Customer loyalty ； Service innovation ； Service quality ； Perceived value