面對日益競爭激烈的航運及港埠市場,服務效能已成為國際貨櫃港埠業者未來經營顧客滿意度與忠誠度的關鍵所在之一。本研究主要目的乃應用模糊層級程序分析法之評估模式,以探討影響基隆港服務效能之各項評估準則,並藉由模糊層級程序分析法之運算模式,以獲取各項評估準則之相對權重。本研究綜整相關文獻之記載,並依據專家學者訪談之建議,進而從產、官、學界之角度出發,歸納出港埠服務效能之五大評估構面及15個重要的評估準則。 本研究依據此五大評估構面及15個重要的評估準則設計專家問卷,進而,以模糊層級程序分析法進行基隆港服務效能之實證分析。最後,研究結果顯示基隆港服務效能之關鍵評估準則最重要的前七項,分別為:「正確而精準的品質」、「可靠的服務」、「可獲得的服務」、「全面品質」、「增加核心物流活動之效率」、「合理的港埠定價」、「降低非加值活動的時間」。
Facing the increasingly keen environment of the shipping and port market, it is an important issue to discuss how to evaluate service effectiveness and then manage the customers’ satisfaction and loyalty for the international container port operators. The main purpose of this paper is to apply the fuzzy analytic hierarchy process (FAHP) approach to evaluate the key service effectiveness for Keelung port. Based on the literature and experts’ opinions, a hierarchical structure with five evaluation dimensions and fifteen evaluation criteria was first constructed, and a FAHP algorithm model then proposed. We designed the AHP expert questionnaire to empirically evaluate key service effectiveness using the proposed FAHP approach. Finally, the results of this study showed that the top seven key service effectiveness for Keelung port are “quality of accuracy and precision,” “service of reliability,” “service of availability,” “total quality,” “adding efficiency of core logistics activities,” “reasonable port pricing,” and “decreasing time of non-value-adding activities,” respectively.