1. NCCU Academic Hub
  2. Publications
  3. College of Commerce
  4. Theses
  5. Item

Publications-Theses

Article View/Open

Publication Export

Google ScholarTM

NCCU Library

Citation Infomation

Related Publications in TAIR

題名 服務能力、服務滿意度及服務補救對於顧客依賴之影響 -- 以物流業者為例
The impact of service capability, service satisfaction, and service recovery on customer dependence: a case study of logistics providers
作者 鍾美堅
Chung, Mei-Chien
貢獻者 彭金隆
Peng, Jin-Lung
鍾美堅
Chung, Mei-Chien
關鍵詞 物流業
服務能力
服務滿意度
服務補救
Logistics
Service capabilities
Service satisfaction
Service recovery
日期 2025
上傳時間 3-Mar-2025 13:30:23 (UTC+8)
摘要 本研究探討物流業者的服務能力、服務補救對顧客滿意度與顧客依賴度的影響，結果顯示服務能力與服務補救對顧客滿意度及依賴度均具有明顯的正向直接影響。物流業者提升服務能力，如提高配送準確性、運輸穩定性及客製化客服專業性，可有效增加顧客滿意度；而妥善與及時的服務補救措施，如即時發現問題與通報、提供優惠折扣或賠償，則能進一步提升顧客滿意度及依賴度。研究結果發現，顧客滿意度是顧客依賴度的重要影響因素。當顧客對物流業者的服務感到滿意時，顧客對物流業者的依賴程度亦會顯著增加。因此，物流業者應重視服務品質的提升與運送服務過程中發生失誤的補救處理，以鞏固與顧客的合作關係。 依照研究結果之結論，本研究建議物流業者透過最佳化與客製化服務流程、加強 補救策略、強化顧客滿意度管理以及應用系統數據驅動技術等措施，進一步提升市場 競爭力。同時未來研究可延伸探討品牌形象、價格競爭力及綠色物流等因素對顧客滿意度與依賴度的影響，強化物流業者與顧客之間關係的影響。本研究成果為物流業者在提升顧客滿意度與依賴度上提供了實務參考與理論基礎，建立持續穩定的顧客關係與長期競爭優勢。
This study investigates the impact of logistics providers' service capability and service recovery on customer satisfaction and customer dependence. The results indicate that service capability and service recovery significantly positively affect customer satisfaction and dependence. Enhancing service capability, such as improving delivery accuracy, transportation stability, and customer service professionalism, can effectively boost customer satisfaction. Similarly, well-executed service recovery measures, such as timely problem reporting, compensation, or discounts, further enhance customer satisfaction and dependence. The findings reveal that customer satisfaction is a key driver of customer dependence. When customers are satisfied with the services provided by logistics providers, their dependence on these providers significantly increases. Therefore, logistics providers should prioritize improving service quality and managing service failures to strengthen customer relationships. Based on the study's conclusions, it is recommended that logistics providers optimize service processes, enhance recovery strategies, reinforce customer satisfaction management, and apply data-driven technologies to improve market competitiveness further. Future research could explore factors such as brand image, price competitiveness, and green logistics and their impact on customer satisfaction and dependence, enriching the model of the relationship between logistics providers and customers. The findings of this study offer practical insights and theoretical foundations for logistics providers to enhance customer satisfaction and dependence, contributing to the establishment of sustainable customer relationships and long-term competitive advantages.
參考文獻 一、英文部分 1. Anand, B.N. and Khanna, T., (2000).“Do Firms to Learn to Create Value? The Case of Alliance”, Strategic Management Journal, 21, 295-315. 2. Blau, P. M. (1964), “Exchange and Power in Social Life, New York: Wiley. 3. Cardozo R.N. (1965). “An Experience Study of Customer Effort, Expectation and Satisfaction”, Journal of Marketing Research, 2. 244-249. 4. Citation. Kaiser, H. F. (1974). “An index of factorial simplicity. Psychometrika, 39(1), 31–36. 5. Cooper, D.R. and Schindler, P.S. (2003). “Business Research Methods”. 8th Edition, McGraw-Hill Irwin, Boston. in 6. Crosby, L. A., Evans, K. R. & Cowles, D. (1990). “Relationship Quality Services Selling: An Interpersonal Influence Perspective”. Journal of Marketing. 54(3), 68–81. 7. Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). “Consumer Behavior”. 8th, Forth Worth, Dryden Press, Texas. 8. Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). “Tracking the evolution of the service marketing literature”. Journal of Retailing,69(1), 61-103. 9. Fornell, C. (1992). “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, 55(4) 6-21. 10. Gadde, L-E. & Snehota, I. (2000). “Making the Most of Supplier Relationships,” Industrial Marketing Management, 29(4), 305-316. 11. Gelbrich, K., Gathke, J. & Gregoire, Y. (2016). “How a firm’s best versus normal customers react to compensation after a service failure”. Journal of Business Research, 69(10), 4331-39. 12. Gronroos, C. (1990). "Service Management: A Management Focus for Service Competition", International Journal of Service Industry Management, 1(1), 6–14. 13. Holm, D. B. and Erkison, K. (1999). “Creating Value through Mutual Commitment to Business Network Relationship”, Strategic Management Journal, 20(5), 467-482. 14. Hou, H., Chaudhry, S., Chen, Y., & Hu, M. (2017). “Physical distribution, logistics, supply chain management, and the material flow theory: A historical perspective.” Information Technology and Management, 18(2), 107–117. 15. Kim, S. W. (2009). “An Investigation on the Direct and Indirect Effect of Supply Chain integration on Firm Performance,” International Journal of Production Economics,119(2), 328-346. 16. Komunda, M., & Osarenkhoe, A. (2012). “Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty”. Business Process Management Journal, 18(1), 82–103. 17. Kotler, P. (1999). “Marketing Management: Millennium edition”, New Jersey: Prentice Hall International, Inc. 18. Krause, D.R., Handfield, R. & Scannell, T.V. (1998). “An empirical investigation of supplier development: reactive and strategic processes”, Journal of Operations Management, 17(1), 39-58. 19. Lai, K.H., (2004). “Service capability and performance of logistics service providers”. Transportation Research Part E: Logistics and Transportation Review, 40(5), 385–399. 20. Lastner, M.M., Folse, J.A.G., Mangus, S.M. and Fennell, P. (2016). “The Road to Recovery: Overcoming Service Failures Through Positive Emotions”. Journal of Business Research, 69(10), 4278 4286. 21. Lewis, I., Talalayevsky, A., (1997). Logistics and information technology: a coordination perspective. Journal of Business Logistics, 18(1), 141-157. 22. Lu, C.S & Yang, C.C. (2010). “Logistics service capabilities and firm performance in international distribution center operators”. The Service Industries Journal, 30(2), 281-298. 23. Lu, C.S., (2003). “The impact of carrier service attributes on shipper-carrier partnering relationships: a shipper’s perspective.” Transportation Research-Part E Logistics and Transportation Review”,39(5), 399-415. 24. Lu, Y. & Dinwoodie, J., (2002). “Comparative perspectives of international freight forwarder Transportation Journal, 42(2),7–27. services in China”. 25. Miller, J. L., Craighead, C. W., & Karwan K. R. (2000). “Service Recovery: A Framework and Empirical Investigation”. Journal of operations Management,18(4), 387-400. 26. Moorman, C., Deshpande, R., and Zaltman, G. (1993). “Factors Affecting Trust in Marketing Research Relationships,” Journal of Marketing, 57,81-101. 27. Morgan, N. A., Vorhies, D. W., & Mason, C. H. (2009). “Market orientation, marketing capabilities, and firm performance”. Strategic Management Journal, 30(8), 909-920. 28. Morgan, R. M. & Hunt, S. D., (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58(3),20-38. 29. Rod, M, Ashill, N & Carruthers. (2008). “An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study”. Marketing Intelligence & Planning, 27(1), 103–126. 30. Stanley, S. M. & Markman, H. J. (1992). “Assessing Commitment in Personal Relationships”, Journal of Marriage and Family, 54(3), 595-608. 31. Vorhies, D.W. & Morgan, N.A. (2005). “Benchmarking Marketing Capabilities for Sustainable Competitive Advantage”, Journal of Marketing, 69(1),80-94. 32. Voss, M.D., Page, T.J., Keller, S.B. & Ozment, J., (2006). “Determining important carrier attributes: a fresh perspective using the theory of reasoned action.” Transportation Journal, 45 (3), 7–19. 33. Wang, K. Y., Hsu, L. C., & Chih, W. H. (2014). “Retaining customers after service failure and recoveries: A contingency model”. Managing Service Quality, 24(4),318-338. 34. Wernerfelt, B. (1984) “A Resource-Based View of the Firm. Strategic Management Journal,5, 171-180. 35. Wu, Z., Choi, T. Y., & Rungtusanatham, M. J. (2010). “Supplier supplier relationships in buyer–supplier–supplier triads: Implications for supplier performance”. Journal of Operations Management, 28(2), 115-123. 36. Yoo, J. J. E., Shin, S. Y., & Yang, I. S. (2006). “Key attributes of internal service recovery strategies as perceived by frontline food service employees”. International Journal of Hospitality Management, 25(3),496-509. 二、中文部分 1. 王明德，2020。疫情改變物流業面貌啟動智慧化方能因應新變局，取自 https://reurl.cc/bzrrXd。 2. 吳明隆、涂金堂，2009。SPSS 與統計應用分析。臺北:五南圖書出版股份有 限公司。 3. 林嘉銘，2001。 企業專屬特質、合資任務特質、企業間關係特質對夥伴相 關準則影響之研究。未出版之碩士論文，國立成功大學國際企業研究所碩 士論文。 4. 邱志益，2006。服務品質與關係品質對績效影響之研究－以定期海運業為例， 國立成功大學交通管理科學系研究所碩士論文。 5. 桂華明與馬士華，2007。供應鏈物流能力及提昇途徑研究，當代經濟管理， 第二十九卷第四期。 6. 秦玉玲等，2016。建立我國常態貨物流向統計與物流競爭力分析機制，交通 部運研所。 7. 高秀如，2001。以資源基礎觀點探討航空 貨運承攬業核心能力及其對營運 績效影響之研究。國立臺灣海洋大學航運管理研究所碩士論文。 8. 國研院科政中心，2020。從國際比較看臺灣物流，取自於 https://reurl.cc/KxW11j。 9. 勤業眾信，2019。新物流：下一站贏家？ 物流行業商業模式轉型趨勢初探， 取自https://reurl.cc/9Zk8XO。 10. 勤業眾信，2020。零售力量與趨勢展望, 數位零售的供應鏈網絡，取自 https://reurl.cc/Xe88Ae。 11. 盧郁欣，2002。物流公司顧客服務能力、商業自動化程度及關係結構與委託 企業物流績效關係之研究，長榮管理學院經營管理研究所碩士論文。 12. 鍾憲瑞，2012。商業模式：創新與管理，新北市：商周。
描述 碩士
國立政治大學
經營管理碩士學程(EMBA)
107932131
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0107932131
資料類型 thesis
dc.contributor.advisor 彭金隆zh_TW
dc.contributor.advisor Peng, Jin-Lungen_US
dc.contributor.author (Authors) 鍾美堅zh_TW
dc.contributor.author (Authors) Chung, Mei-Chienen_US
dc.creator (作者) 鍾美堅zh_TW
dc.creator (作者) Chung, Mei-Chienen_US
dc.date (日期) 2025en_US
dc.date.accessioned 3-Mar-2025 13:30:23 (UTC+8)-
dc.date.available 3-Mar-2025 13:30:23 (UTC+8)-
dc.date.issued (上傳時間) 3-Mar-2025 13:30:23 (UTC+8)-
dc.identifier (Other Identifiers) G0107932131en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/155858-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 經營管理碩士學程(EMBA)zh_TW
dc.description (描述) 107932131zh_TW
dc.description.abstract (摘要) 本研究探討物流業者的服務能力、服務補救對顧客滿意度與顧客依賴度的影響，結果顯示服務能力與服務補救對顧客滿意度及依賴度均具有明顯的正向直接影響。物流業者提升服務能力，如提高配送準確性、運輸穩定性及客製化客服專業性，可有效增加顧客滿意度；而妥善與及時的服務補救措施，如即時發現問題與通報、提供優惠折扣或賠償，則能進一步提升顧客滿意度及依賴度。研究結果發現，顧客滿意度是顧客依賴度的重要影響因素。當顧客對物流業者的服務感到滿意時，顧客對物流業者的依賴程度亦會顯著增加。因此，物流業者應重視服務品質的提升與運送服務過程中發生失誤的補救處理，以鞏固與顧客的合作關係。 依照研究結果之結論，本研究建議物流業者透過最佳化與客製化服務流程、加強 補救策略、強化顧客滿意度管理以及應用系統數據驅動技術等措施，進一步提升市場 競爭力。同時未來研究可延伸探討品牌形象、價格競爭力及綠色物流等因素對顧客滿意度與依賴度的影響，強化物流業者與顧客之間關係的影響。本研究成果為物流業者在提升顧客滿意度與依賴度上提供了實務參考與理論基礎，建立持續穩定的顧客關係與長期競爭優勢。zh_TW
dc.description.abstract (摘要) This study investigates the impact of logistics providers' service capability and service recovery on customer satisfaction and customer dependence. The results indicate that service capability and service recovery significantly positively affect customer satisfaction and dependence. Enhancing service capability, such as improving delivery accuracy, transportation stability, and customer service professionalism, can effectively boost customer satisfaction. Similarly, well-executed service recovery measures, such as timely problem reporting, compensation, or discounts, further enhance customer satisfaction and dependence. The findings reveal that customer satisfaction is a key driver of customer dependence. When customers are satisfied with the services provided by logistics providers, their dependence on these providers significantly increases. Therefore, logistics providers should prioritize improving service quality and managing service failures to strengthen customer relationships. Based on the study's conclusions, it is recommended that logistics providers optimize service processes, enhance recovery strategies, reinforce customer satisfaction management, and apply data-driven technologies to improve market competitiveness further. Future research could explore factors such as brand image, price competitiveness, and green logistics and their impact on customer satisfaction and dependence, enriching the model of the relationship between logistics providers and customers. The findings of this study offer practical insights and theoretical foundations for logistics providers to enhance customer satisfaction and dependence, contributing to the establishment of sustainable customer relationships and long-term competitive advantages.en_US
dc.description.tableofcontents 第一章、緒論 1 第一節、研究背景與動機 1 第二節、研究目的 5 第三節、研究流程 6 第二章、文獻探討 8 第一節、物流產業 8 第二節、服務能力 12 第三節、服務滿意度 15 第四節、服務補救 17 第五節、客戶依賴 20 第三章、研究方法 22 第一節、研究架構與假說 22 第二節、構念之操作型定義與問卷設計 26 第三節、研究對象與調查設計 31 第四節、統計分析方法 32 第四章、研究結果 34 第一節、個人背景變項描述性分析 34 第二節、量表各題項之基本資料分析 37 第三節、信度分析 44 第四節、效度分析 46 第五節、相關性分析 47 第五章、研究結論與建議49 第一節、研究結論 49 第二節、研究建議 51 參考文獻 56zh_TW
dc.format.extent 1947930 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0107932131en_US
dc.subject (關鍵詞) 物流業zh_TW
dc.subject (關鍵詞) 服務能力zh_TW
dc.subject (關鍵詞) 服務滿意度zh_TW
dc.subject (關鍵詞) 服務補救zh_TW
dc.subject (關鍵詞) Logisticsen_US
dc.subject (關鍵詞) Service capabilitiesen_US
dc.subject (關鍵詞) Service satisfactionen_US
dc.subject (關鍵詞) Service recoveryen_US
dc.title (題名) 服務能力、服務滿意度及服務補救對於顧客依賴之影響 -- 以物流業者為例zh_TW
dc.title (題名) The impact of service capability, service satisfaction, and service recovery on customer dependence: a case study of logistics providersen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、英文部分 1. Anand, B.N. and Khanna, T., (2000).“Do Firms to Learn to Create Value? The Case of Alliance”, Strategic Management Journal, 21, 295-315. 2. Blau, P. M. (1964), “Exchange and Power in Social Life, New York: Wiley. 3. Cardozo R.N. (1965). “An Experience Study of Customer Effort, Expectation and Satisfaction”, Journal of Marketing Research, 2. 244-249. 4. Citation. Kaiser, H. F. (1974). “An index of factorial simplicity. Psychometrika, 39(1), 31–36. 5. Cooper, D.R. and Schindler, P.S. (2003). “Business Research Methods”. 8th Edition, McGraw-Hill Irwin, Boston. in 6. Crosby, L. A., Evans, K. R. & Cowles, D. (1990). “Relationship Quality Services Selling: An Interpersonal Influence Perspective”. Journal of Marketing. 54(3), 68–81. 7. Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). “Consumer Behavior”. 8th, Forth Worth, Dryden Press, Texas. 8. Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). “Tracking the evolution of the service marketing literature”. Journal of Retailing,69(1), 61-103. 9. Fornell, C. (1992). “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, 55(4) 6-21. 10. Gadde, L-E. & Snehota, I. (2000). “Making the Most of Supplier Relationships,” Industrial Marketing Management, 29(4), 305-316. 11. Gelbrich, K., Gathke, J. & Gregoire, Y. (2016). “How a firm’s best versus normal customers react to compensation after a service failure”. Journal of Business Research, 69(10), 4331-39. 12. Gronroos, C. (1990). "Service Management: A Management Focus for Service Competition", International Journal of Service Industry Management, 1(1), 6–14. 13. Holm, D. B. and Erkison, K. (1999). “Creating Value through Mutual Commitment to Business Network Relationship”, Strategic Management Journal, 20(5), 467-482. 14. Hou, H., Chaudhry, S., Chen, Y., & Hu, M. (2017). “Physical distribution, logistics, supply chain management, and the material flow theory: A historical perspective.” Information Technology and Management, 18(2), 107–117. 15. Kim, S. W. (2009). “An Investigation on the Direct and Indirect Effect of Supply Chain integration on Firm Performance,” International Journal of Production Economics,119(2), 328-346. 16. Komunda, M., & Osarenkhoe, A. (2012). “Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty”. Business Process Management Journal, 18(1), 82–103. 17. Kotler, P. (1999). “Marketing Management: Millennium edition”, New Jersey: Prentice Hall International, Inc. 18. Krause, D.R., Handfield, R. & Scannell, T.V. (1998). “An empirical investigation of supplier development: reactive and strategic processes”, Journal of Operations Management, 17(1), 39-58. 19. Lai, K.H., (2004). “Service capability and performance of logistics service providers”. Transportation Research Part E: Logistics and Transportation Review, 40(5), 385–399. 20. Lastner, M.M., Folse, J.A.G., Mangus, S.M. and Fennell, P. (2016). “The Road to Recovery: Overcoming Service Failures Through Positive Emotions”. Journal of Business Research, 69(10), 4278 4286. 21. Lewis, I., Talalayevsky, A., (1997). Logistics and information technology: a coordination perspective. Journal of Business Logistics, 18(1), 141-157. 22. Lu, C.S & Yang, C.C. (2010). “Logistics service capabilities and firm performance in international distribution center operators”. The Service Industries Journal, 30(2), 281-298. 23. Lu, C.S., (2003). “The impact of carrier service attributes on shipper-carrier partnering relationships: a shipper’s perspective.” Transportation Research-Part E Logistics and Transportation Review”,39(5), 399-415. 24. Lu, Y. & Dinwoodie, J., (2002). “Comparative perspectives of international freight forwarder Transportation Journal, 42(2),7–27. services in China”. 25. Miller, J. L., Craighead, C. W., & Karwan K. R. (2000). “Service Recovery: A Framework and Empirical Investigation”. Journal of operations Management,18(4), 387-400. 26. Moorman, C., Deshpande, R., and Zaltman, G. (1993). “Factors Affecting Trust in Marketing Research Relationships,” Journal of Marketing, 57,81-101. 27. Morgan, N. A., Vorhies, D. W., & Mason, C. H. (2009). “Market orientation, marketing capabilities, and firm performance”. Strategic Management Journal, 30(8), 909-920. 28. Morgan, R. M. & Hunt, S. D., (1994). “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, 58(3),20-38. 29. Rod, M, Ashill, N & Carruthers. (2008). “An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study”. Marketing Intelligence & Planning, 27(1), 103–126. 30. Stanley, S. M. & Markman, H. J. (1992). “Assessing Commitment in Personal Relationships”, Journal of Marriage and Family, 54(3), 595-608. 31. Vorhies, D.W. & Morgan, N.A. (2005). “Benchmarking Marketing Capabilities for Sustainable Competitive Advantage”, Journal of Marketing, 69(1),80-94. 32. Voss, M.D., Page, T.J., Keller, S.B. & Ozment, J., (2006). “Determining important carrier attributes: a fresh perspective using the theory of reasoned action.” Transportation Journal, 45 (3), 7–19. 33. Wang, K. Y., Hsu, L. C., & Chih, W. H. (2014). “Retaining customers after service failure and recoveries: A contingency model”. Managing Service Quality, 24(4),318-338. 34. Wernerfelt, B. (1984) “A Resource-Based View of the Firm. Strategic Management Journal,5, 171-180. 35. Wu, Z., Choi, T. Y., & Rungtusanatham, M. J. (2010). “Supplier supplier relationships in buyer–supplier–supplier triads: Implications for supplier performance”. Journal of Operations Management, 28(2), 115-123. 36. Yoo, J. J. E., Shin, S. Y., & Yang, I. S. (2006). “Key attributes of internal service recovery strategies as perceived by frontline food service employees”. International Journal of Hospitality Management, 25(3),496-509. 二、中文部分 1. 王明德，2020。疫情改變物流業面貌啟動智慧化方能因應新變局，取自 https://reurl.cc/bzrrXd。 2. 吳明隆、涂金堂，2009。SPSS 與統計應用分析。臺北:五南圖書出版股份有 限公司。 3. 林嘉銘，2001。 企業專屬特質、合資任務特質、企業間關係特質對夥伴相 關準則影響之研究。未出版之碩士論文，國立成功大學國際企業研究所碩 士論文。 4. 邱志益，2006。服務品質與關係品質對績效影響之研究－以定期海運業為例， 國立成功大學交通管理科學系研究所碩士論文。 5. 桂華明與馬士華，2007。供應鏈物流能力及提昇途徑研究，當代經濟管理， 第二十九卷第四期。 6. 秦玉玲等，2016。建立我國常態貨物流向統計與物流競爭力分析機制，交通 部運研所。 7. 高秀如，2001。以資源基礎觀點探討航空 貨運承攬業核心能力及其對營運 績效影響之研究。國立臺灣海洋大學航運管理研究所碩士論文。 8. 國研院科政中心，2020。從國際比較看臺灣物流，取自於 https://reurl.cc/KxW11j。 9. 勤業眾信，2019。新物流：下一站贏家？ 物流行業商業模式轉型趨勢初探， 取自https://reurl.cc/9Zk8XO。 10. 勤業眾信，2020。零售力量與趨勢展望, 數位零售的供應鏈網絡，取自 https://reurl.cc/Xe88Ae。 11. 盧郁欣，2002。物流公司顧客服務能力、商業自動化程度及關係結構與委託 企業物流績效關係之研究，長榮管理學院經營管理研究所碩士論文。 12. 鍾憲瑞，2012。商業模式：創新與管理，新北市：商周。zh_TW