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題名 影響國際快遞物流服務客戶喜好因素之研究-暨客戶服務決策支援系統概念設計
Research into customer preferences factors in the field of global express logistics and conceptual design of customer service decision support system作者 鄭銀華
Cheng, Yin Hua貢獻者 姜國輝
Chiangm, Johannes
鄭銀華
Cheng, Yin Hua關鍵詞 國際快遞物流
服務科學
服務品質
層級分析法
決策支援系統
Global Express Logistics
Services Science
Service Quality
AHP
DSS日期 2009 上傳時間 4-九月-2013 16:56:24 (UTC+8) 摘要 產業的成熟與市場的飽和，使得產業的競爭變得愈來愈以成本和服務為導向，而激烈的市場競爭促使服務價格降低求存，以致物流業的服務素質及水準只能「將貨就價」，然而消費者意識的抬頭與服務科學的興起，使得服務品質的管理日益重要。因此，國際快遞物流企業要在提升服務及降低成本的驅動下，透過結合物流產業相關科技優勢與運用服務科學思維，找出顧客對產品及服務的喜好以增進服務效益，進而創新服務。本研究以層級分析法(AHP)之操作步驟，找出對映客戶需求的四個服務品質構面及衡量構面的十二個準則，在建立一顧客喜好因素架構後，訪談某國際快遞物流前四十大客戶，以Expert Choice的整體階層不一致性判斷值(Overall Inconsistency Index, O.I.I)進行效度檢驗，通過一致性之問卷為32份。研究分析結果發現影響國際快遞物流顧客的喜好之準則，其權重依序是「誠實值得信賴」、「容易使用」及「遞送速度」，構面則以反應性及關懷性最為客戶所重視，並且從驚喜性構面發現，客戶在意的是持續性的改進與穩定的提供服務，而不喜歡沒有系統的改變與創新。在統計分析中，客戶重視程度離散度較大的有「遞送速度」及「誠實值得信賴」兩準則，顯示有特別重視此兩項因素之樣本群，而某些喜好因素間具有中度相關之關聯。接著本研究為落實服務科學之思維與方法，將影響客戶喜好因素之架構結合決策支援系統，以決策支援系統的三個主要元件，資料庫、模式庫、對話管理提出概念設計，以重要性-績效矩陣(IPA)作為改善服務之排序參考，以及使用品質機能展開(QFD)作為在設計與創新服務的過程中納入客戶需求之方法；此外，也使用權重及客戶滿意度作為瞭解客戶對國際快遞物流服務之偏好程度及對方案之態度參考，使國際快遞物流企業能更有效率的提供滿足客戶個人偏好的服務。
The maturity of industries and the saturation of markets make industrial competition more and more cost-oriented and service-oriented. To survive the keen market competition, the logistic industry has no choice but to reduce price, which leads to a lower level of service quality. With the uprising consumer awareness and service science, the management of service quality becomes more and more important.Driven by the need of higher service quality and lower cost, international logistic enterprises should combine relevant technical advantage and service science intellect to meet consumer demand, increase service efficiency, and innovate service.This research utilizes AHP method to create 4 service quality dimensions corresponding to customer demand and 12 criteria to measure these dimensions. After the establishment of customer preference framework, interview with 40 largest customer of a certain international logistic company and then examine the validity by the O.I.I. of Expert Choice. There are 32 questionnaires pass the consistency check.Analysis found that the weight of criteria which effect customer preference in sequence is “Integrity / trust worthiness”, “Easy to use”, and “speed of delivery”. As to dimensions, customers value “Respond” and “ Understand me” most. From the “Surprise” dimension we found customer need continuous improvement and steady service. Unsystematic changes and innovates are not preferred.In statistic analysis, “Speed of delivery” and “Integrity / trust worthiness” two dimensions have greater level of scatter on customer emphasis, which indicates there are some samples have special emphasis on these two factors and some factors have mid-level correlation. To practice the intellect and method of service science, this research combines the framework of factors that affect customer preference and decision support system.Concept designed by the 3 main part of a DSS : Database, Model base, and Dialog management, use IPA as the reference of service sequence improvement, and utilize QFD to bring in customer demand in the design and innovation of service. In addition, use weight and customer satisfaction as refer to understand international logistic service preference level and attitude toward programs. To bring more efficient and customer preference satisfied services.參考文獻 1. 洪春美(2007)，國際快遞物流電子化應用在客服中心之研究，政治大學資訊管理研究所碩士論文。2. 梅舜(2006)，以間斷選擇模式探討第三方物流業者之選擇，逢甲大學交通工程與管理學系碩士論文3. 蔡哲仁(2006)，生物學之互利共生應用於手機設計服務的創意構想管理，政治大學資訊管理所碩士論文。4. 周泰華、黃俊英、郭德賓，服務品質與顧客滿意評量模式之比較研究，中山大學企業管理學系，輔仁管理評論，中華民國 88 年 3 月，第六卷第一期，37-68。5. 邱宏昌、林能白(1998)，以需求理論為基礎所建立之服務品質衡量及其適用性分析，台灣大學商學研究所博士論文。6. 李國良、林淑真、蕭聖懷，企業發展運輸加值型供應鏈模式之績效指標分析，國科會研究計畫編號NSC-95-2416-H-240-001 之部分內容。7. 鄭哲男、劉立頌、黃冠翔(2005)，多屬性決策方法應用於多重代理人協商，國立中正大學電機工程學系。8. 翁振益、周瑛琪(2007)，決策分析：方法與應用，臺北市：華泰文化。9. 鄧振源、曾國雄（1989），「層級分析法（AHP）的內涵特性與應用」，中國統計學報，第27卷，第6期13707-13724頁，第7期13769-13786頁。10. 盧淵源(1994)，分析層級程序法之應用，金屬工業第二期，頁20。11. 王存國、季延平、范懿文，決策支援系統，頁 8，1996。12. 中華民國物流協會，中華民國物流協會第三期電子會訊(2009)。13. Porter, Michael E. (1967) ‘how competitive forces shape strategy’, Harvard Business Review, March-April, Vol. 57, No. 2, pp. 137-45.14. Andrew S. Grove. (1996) ‘Only the Paranoid Survey’ Publish date: 1999, by: Time Warner.15. Gattorna, John, (2006) Living Supply Chains – How to mobilize the enterprise around delivering what your customers want.16. Gattorna, J. (2006) Living Supply Chains, FT Prentice Hall, Harlow.17. Friedman, Thomas , L. (2005) The World is Flat: A Brief History of the Twenty-first Century, Farrrar, Strauss & Giroux, NY.18. Davenport, Thomas H., Harris, Jeanne G. and Kohli, Ajay K. (2001), ‘How do they know their customers so well?’, MIT Sloan Management Review, Vol. 42, No. 2, Winter pp.63-73.19. Matthias Holweg; Frits K Pil. Successful Build-To-Order Strategies Start With the Customer MIT Sloan Management Review; Fall 2001; 43, 1; ABI/INFORM Global pg. 74 – 83.20. Kathleen M Eisenhardt; Jeffrey A Martin. Dynamic capabilities: What are they? Strategic Management Journal; Oct/Nov 2000; 21, 10/11; ABI/INFORM Global pg. 1105-121.21. Customer segmentation and strategy development based on customer lifetime value: A case study Su-Yeon Kim a, Tae-Soo Jung b, Eui-Ho Suh c, Hyun-Seok Hwang, Expert Systems with Applications 31 (2006) 101-107.22. Mining changes in customer buying behavior for collaborative recommendations Yeong Bin Choa,*, Yoon Ho Chob,1, Soung Hie Kim, Expert Systems with Applications 28 (2005) 359–369.23. An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry Hyunseok Hwang*, Taesoo Jung, Euiho Suh, Expert Systems with Applications 26 (2004) 181–188.24. Research International (2006) Customer Satisfaction Survey.25. Asia Pacific Market Research (2006) MRM Report。Asia Pacific Market Sizing Study (2006) .26. AT Kearney ANZ (2005) Customer Differentiation, August。 (2006) Market Sizing Report.27. Council for Economic Planning and Development (2005) “Taiwan’s Economic Situation and Outlook” EU-Taiwan IT Cooperation Event, Taipei & Hsinchu, Taiwan, April 28.28. Directorate-General of Budget, Accounting and Statistics (2005) Central Government General Budget Proposal, Fiscal Year, Executive Yuan, ROC Taiwan.29. EIU (2006) Country Report Taiwan, Source: http://store.eiu.com/.30. Georgia Institute of Technology (2006) “2006 Third-Party Logistics” Results and Findings of the 11th Annual Study, Capgemini and SAP.31. ROC Ministry of Economic Affairs (2006) “Technology and Innovation Driven” Industrial Development Policy, Taipei, Taiwan.32. ROC Ministry of Finance (2006) Annual Report, Taipei, Taiwan.33. Singh, J., & Sirdeshmukh, D., “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgment” Journal of Academy of Marketing Science(2000), Vol. 28, No. 1, pp. 150-167.34. Consumer preferences for Japanese automobiles, Dardis, Rachel; Soberon-Ferrer, Horacio. The Journal of Consumer Affairs; Summer 1994; Vol. 28, No.1.35. Preference structure for cheese consumers: A Spanish case study. Antonio Tendero; Rodolfo Bernabeu, British Food Journal; 2005; Vol. 107, No. 2, pp.60-73.36. Repositioning for Changing Preferences: the case of beef versus poultry, Anderson, Eugene W., Shugan, Steven M. Journal of consumer Research; Sep 1991; Vol.18.37. 許明德，服務科學，自強工業科學基金會。38. 曠文琪、彭媁琳，服務科技將推動下一波經濟浪潮？，商業週刊 第996期 2006-12-25。39. 物流技術與戰略雜誌，Vol.28, 2007/08。40. 二○○七物流與供應鏈管理國際高峰會。41. 資策會，服務體驗工程方法指引，出版日期：2008-11-10。42. 經濟部、交通部、財政部、行政院經濟建設委員會，流通運輸服務業發展綱領及行動方案。43. 行政院經濟部商業司(2008)，2007年臺灣物流年鑑，台北市。44. 中華民國統計資訊網，http://www.stat.gov.tw/mp.asp?mp=4。45. Eyefortransport，http://www.eyefortransport.com/。46. CSI 台灣服務業聯網，http://www.twcsi.org.tw/columnpage/service/definition.aspx。47. 品質機能展開（QFD）與品質屋（HOQ）http://cdnet.stpi.org.tw/techroom/analysis/pat_A106.htm。48. DHLExpress，http://www.dhlgz.com/new2/news_view.asp?newsid=270。49. 范姜秀桂，服務品質之文獻探討(2005)，http://www.swjh.tcc.edu.tw/sq/08/08-02.htm。 描述 碩士
國立政治大學
資訊管理研究所
96356031
98資料來源 http://thesis.lib.nccu.edu.tw/record/#G0096356031 資料類型 thesis dc.contributor.advisor 姜國輝 zh_TW dc.contributor.advisor Chiangm, Johannes en_US dc.contributor.author (作者) 鄭銀華 zh_TW dc.contributor.author (作者) Cheng, Yin Hua en_US dc.creator (作者) 鄭銀華 zh_TW dc.creator (作者) Cheng, Yin Hua en_US dc.date (日期) 2009 en_US dc.date.accessioned 4-九月-2013 16:56:24 (UTC+8) - dc.date.available 4-九月-2013 16:56:24 (UTC+8) - dc.date.issued (上傳時間) 4-九月-2013 16:56:24 (UTC+8) - dc.identifier (其他 識別碼) G0096356031 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/60202 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理研究所 zh_TW dc.description (描述) 96356031 zh_TW dc.description (描述) 98 zh_TW dc.description.abstract (摘要) 產業的成熟與市場的飽和，使得產業的競爭變得愈來愈以成本和服務為導向，而激烈的市場競爭促使服務價格降低求存，以致物流業的服務素質及水準只能「將貨就價」，然而消費者意識的抬頭與服務科學的興起，使得服務品質的管理日益重要。因此，國際快遞物流企業要在提升服務及降低成本的驅動下，透過結合物流產業相關科技優勢與運用服務科學思維，找出顧客對產品及服務的喜好以增進服務效益，進而創新服務。本研究以層級分析法(AHP)之操作步驟，找出對映客戶需求的四個服務品質構面及衡量構面的十二個準則，在建立一顧客喜好因素架構後，訪談某國際快遞物流前四十大客戶，以Expert Choice的整體階層不一致性判斷值(Overall Inconsistency Index, O.I.I)進行效度檢驗，通過一致性之問卷為32份。研究分析結果發現影響國際快遞物流顧客的喜好之準則，其權重依序是「誠實值得信賴」、「容易使用」及「遞送速度」，構面則以反應性及關懷性最為客戶所重視，並且從驚喜性構面發現，客戶在意的是持續性的改進與穩定的提供服務，而不喜歡沒有系統的改變與創新。在統計分析中，客戶重視程度離散度較大的有「遞送速度」及「誠實值得信賴」兩準則，顯示有特別重視此兩項因素之樣本群，而某些喜好因素間具有中度相關之關聯。接著本研究為落實服務科學之思維與方法，將影響客戶喜好因素之架構結合決策支援系統，以決策支援系統的三個主要元件，資料庫、模式庫、對話管理提出概念設計，以重要性-績效矩陣(IPA)作為改善服務之排序參考，以及使用品質機能展開(QFD)作為在設計與創新服務的過程中納入客戶需求之方法；此外，也使用權重及客戶滿意度作為瞭解客戶對國際快遞物流服務之偏好程度及對方案之態度參考，使國際快遞物流企業能更有效率的提供滿足客戶個人偏好的服務。 zh_TW dc.description.abstract (摘要) The maturity of industries and the saturation of markets make industrial competition more and more cost-oriented and service-oriented. To survive the keen market competition, the logistic industry has no choice but to reduce price, which leads to a lower level of service quality. With the uprising consumer awareness and service science, the management of service quality becomes more and more important.Driven by the need of higher service quality and lower cost, international logistic enterprises should combine relevant technical advantage and service science intellect to meet consumer demand, increase service efficiency, and innovate service.This research utilizes AHP method to create 4 service quality dimensions corresponding to customer demand and 12 criteria to measure these dimensions. After the establishment of customer preference framework, interview with 40 largest customer of a certain international logistic company and then examine the validity by the O.I.I. of Expert Choice. There are 32 questionnaires pass the consistency check.Analysis found that the weight of criteria which effect customer preference in sequence is “Integrity / trust worthiness”, “Easy to use”, and “speed of delivery”. As to dimensions, customers value “Respond” and “ Understand me” most. From the “Surprise” dimension we found customer need continuous improvement and steady service. Unsystematic changes and innovates are not preferred.In statistic analysis, “Speed of delivery” and “Integrity / trust worthiness” two dimensions have greater level of scatter on customer emphasis, which indicates there are some samples have special emphasis on these two factors and some factors have mid-level correlation. To practice the intellect and method of service science, this research combines the framework of factors that affect customer preference and decision support system.Concept designed by the 3 main part of a DSS : Database, Model base, and Dialog management, use IPA as the reference of service sequence improvement, and utilize QFD to bring in customer demand in the design and innovation of service. In addition, use weight and customer satisfaction as refer to understand international logistic service preference level and attitude toward programs. To bring more efficient and customer preference satisfied services. en_US dc.description.tableofcontents 摘要 1致謝 4目錄 5圖目錄 7表目錄 8貳. 文獻探討 122.1 服務科學 132.1.1 服務科學定義 132.1.2服務業的定義及範圍 142.1.3流通服務業 192.1.4物流 222.1.5第三方物流 242.2 國際快遞物流 252.2.1國際快遞物流 252.2.2國際快遞物流概況 282.3 服務品質管理 302.3.1 服務品質 302.3.2 服務品質構面 392.4 多屬性決策方法(MADM) 452.4.1 多屬性決策方法 452.4.2 層級分析法(AHP) 472.5 重要性—績效矩陣(IPA) 522.6 品質機能展開(QFD) 522.7 決策支援系統(DSS) 56參. 研究方法 583.1 研究架構 583.1.1 研究架構建立 583.1.2 權重計算 643.1.3 一致性檢定 653.2 資料分析方法 673.3 研究限制 68肆. 研究分析 694.1 研究對象與回收流程 694.2信度與效度分析 694.3 資料分析 694.3.1 整體及構面分析 694.3.2 個別構面分析 734.3.3 統計分析 754.4 決策支援系統概念設計 77伍. 結論與建議 835.1 研究結論 835.2 研究建議 85參考文獻 86 zh_TW dc.format.extent 1071840 bytes - dc.format.mimetype application/pdf - dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0096356031 en_US dc.subject (關鍵詞) 國際快遞物流 zh_TW dc.subject (關鍵詞) 服務科學 zh_TW dc.subject (關鍵詞) 服務品質 zh_TW dc.subject (關鍵詞) 層級分析法 zh_TW dc.subject (關鍵詞) 決策支援系統 zh_TW dc.subject (關鍵詞) Global Express Logistics en_US dc.subject (關鍵詞) Services Science en_US dc.subject (關鍵詞) Service Quality en_US dc.subject (關鍵詞) AHP en_US dc.subject (關鍵詞) DSS en_US dc.title (題名) 影響國際快遞物流服務客戶喜好因素之研究-暨客戶服務決策支援系統概念設計 zh_TW dc.title (題名) Research into customer preferences factors in the field of global express logistics and conceptual design of customer service decision support system en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 1. 洪春美(2007)，國際快遞物流電子化應用在客服中心之研究，政治大學資訊管理研究所碩士論文。2. 梅舜(2006)，以間斷選擇模式探討第三方物流業者之選擇，逢甲大學交通工程與管理學系碩士論文3. 蔡哲仁(2006)，生物學之互利共生應用於手機設計服務的創意構想管理，政治大學資訊管理所碩士論文。4. 周泰華、黃俊英、郭德賓，服務品質與顧客滿意評量模式之比較研究，中山大學企業管理學系，輔仁管理評論，中華民國 88 年 3 月，第六卷第一期，37-68。5. 邱宏昌、林能白(1998)，以需求理論為基礎所建立之服務品質衡量及其適用性分析，台灣大學商學研究所博士論文。6. 李國良、林淑真、蕭聖懷，企業發展運輸加值型供應鏈模式之績效指標分析，國科會研究計畫編號NSC-95-2416-H-240-001 之部分內容。7. 鄭哲男、劉立頌、黃冠翔(2005)，多屬性決策方法應用於多重代理人協商，國立中正大學電機工程學系。8. 翁振益、周瑛琪(2007)，決策分析：方法與應用，臺北市：華泰文化。9. 鄧振源、曾國雄（1989），「層級分析法（AHP）的內涵特性與應用」，中國統計學報，第27卷，第6期13707-13724頁，第7期13769-13786頁。10. 盧淵源(1994)，分析層級程序法之應用，金屬工業第二期，頁20。11. 王存國、季延平、范懿文，決策支援系統，頁 8，1996。12. 中華民國物流協會，中華民國物流協會第三期電子會訊(2009)。13. Porter, Michael E. (1967) ‘how competitive forces shape strategy’, Harvard Business Review, March-April, Vol. 57, No. 2, pp. 137-45.14. Andrew S. Grove. (1996) ‘Only the Paranoid Survey’ Publish date: 1999, by: Time Warner.15. Gattorna, John, (2006) Living Supply Chains – How to mobilize the enterprise around delivering what your customers want.16. Gattorna, J. (2006) Living Supply Chains, FT Prentice Hall, Harlow.17. Friedman, Thomas , L. (2005) The World is Flat: A Brief History of the Twenty-first Century, Farrrar, Strauss & Giroux, NY.18. Davenport, Thomas H., Harris, Jeanne G. and Kohli, Ajay K. (2001), ‘How do they know their customers so well?’, MIT Sloan Management Review, Vol. 42, No. 2, Winter pp.63-73.19. Matthias Holweg; Frits K Pil. Successful Build-To-Order Strategies Start With the Customer MIT Sloan Management Review; Fall 2001; 43, 1; ABI/INFORM Global pg. 74 – 83.20. Kathleen M Eisenhardt; Jeffrey A Martin. Dynamic capabilities: What are they? 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