在面對全球化的挑戰下,企業跨國經營的需求強烈。不僅如此,全球化的市場也使得產品生命週期及產業的脈動急速的縮短,而企業為保有更高的競爭力,開始傾向於將自身非核心的流程外包,由其是像運貨過程相當複雜流程將其外包給專業的流通服務業者。因此,物流業者的整合能力將影響到貨主對其的青睞度,這也間接使得物流業者必須提供更具整合性及更多元化的服務給貨主。台灣的第四方物流業者也因此面臨到全球性的競爭,如何提升貨主對於服務品質滿意度,將是台灣第四方物流業能立足於國際的重要課題。 基於上述結果,本研究首先應用服務藍圖法來探討第四方物流此產業之價值鏈活動;接著本研究透過SERVQUAL量表找出22項第四方物流此產業之服務缺口;並應用TRIZ中矛盾矩陣與創新原則來針對這22項服務缺口進行創新;最後,建立一品質改善後之服務藍圖並以模糊德爾菲法驗證此流程之信效度。本研究之結果可提供第四方物流業者做為服務品質改善上決策擬訂之參考。
Under the challenges of globalization, the demand of cross-broder operations become stronger and stronger. Moreover, the globalization of markets rapidly shortened the product life cycle and the industry’s clockspeed, owing to maintain higher enterprises competitiveness, they tend to start outsourcing their non-core processes, such as complicated cargo shipping process, to professional logistics service providers. Therefore, the integration capability of the logistics provider will influenced the consideration/favour of its shipper, which cause/urge the logistics provider to provide more integrated and diversified service to its shipper. Taiwan’s 4PL therefore facing the global competition, how to elevate the shipper’s satisfaction of its service quality become an important issue for Taiwan ‘s 4PL to establish themselves in international. Based on these results, we use service blueprint to look for 4PL industry’s value chain activities. Then, we find out 22 service gaps in 4PL by SERVQUAL, we use contradiction matrix and innovation principles in TRIZ method to solve these gaps. In the end, this study verified the model of modified service blueprint by using fuzzy Delphi method. This model can be used in 4PL to improve service quality.