國內封閉型物流中心服務品質之實證研究－以捷盟行銷公司為例

Service Quality Research of Domestic Closed Distribution Centers-A Case of Retail Support Int.

黃俊銘(Chun-Ming Huang)

指導教授 ： 廖光彬 ； 吳傳春

崑山科技大學/商業管理學院/企業管理研究所/碩士(2005年)

摘要

物流中心的設立，主要目的在於降低物流成本、提高服務品質，為企業謀求對顧客服務的競爭力以創造最大利益。以往物流公司較著重於成本的節省，而忽略了服務品質對公司營運績效之影響，並缺乏以顧客的角度去了解物流中心提供物流服務的優劣。
本研究利用Kano模式將品質要素分類，採用相對多數方式將品質要素歸類，旨在探討物流業者之顧客對於物流服務品質認知之差異，以及不同人口背景之之受測者對物流服務品質認知之差異。本研究採效度分析、信度分析、Kano二維品質分類、單因子變異數分析、顧客滿意係數等方法來分析，並驗證研究架構。
研究結果顯示，35項品質特性全部被歸類為一元品質，顯示這35個品質要素對顧客而言全都是基本品質要素。另外，不同人口背景之受測者對封閉型物流中心物流服務的品質特性有不同的看法。希望經此實證研究結果，能促使封閉型物流中心業者更深入瞭解顧客的需求，並提供封閉型物流中心業者提升物流服務品質水準的建議。

關鍵字

封閉型物流中心 ； Kano 二維品質模式 ； 物流服務品質

並列摘要

The purpose of distribution center is to reduce the logistics cost and promote services quality. The distribution center tends to seek the competitiveness for the customer service and hope to create largest interests for enterprises. The logistics companies have relatively paid more attention on reducing cost in the past but ignoring the influence of the service quality which affect a company's performance. It seems that the logistics companies miss understanding customers’ need and viewpoint.

This research utilizes Kano’s model to classify the critical quality attributes. The adoption of the relative majority method is to figure out the critical quality attributes. The cognitions on the logistics service quality among customers and their demographic backgrounds are also investigated in this study. Validity analysis, reliability analysis, Kano’s two-dimensional quality model, One-Way ANOVA and the coefficient of customers’ satisfaction were applied in this study to examine the relative hypotheses.

The results showed that 35 qualities attributes were all belong to one-dimensional quality and these attributes also belong to the basic customer’s anticipative elements. However, invested participators’ demographic backgrounds might have some different viewpoints among these closed distribution centers. It’s believed that the result of this study could help the closed distribution centers to understand the customer’s need and also could have some promotion for the logistics service quality that provided by the closed distribution centers.

並列關鍵字

Logistics Service Quality ； Closed Distribution Centers ； Kano’s Two-Dimensional Quality Model

參考文獻

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