物流業服務品質之探討

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Title:	物流業服務品質之探討
Other Titles:	The service quality of logistics industry
Authors:	謝坤芬;Hsieh, Kun-fen
Contributors:	淡江大學國際商學碩士在職專班李培齊;Lii, Peirchyi
Keywords:	供應鏈管理;第三方物流;服務品質;Supply Chain Management;Third-party Logistics;Service Quality
Date:	2006
Issue Date:	2010-01-11 01:44:35 (UTC+8)
Abstract:	在全球化的激烈競爭之下，產業競爭體系產生大幅改變，企業由原先追求個別功能部門最大績效的內部競爭，轉變為強調整個供應鏈最大效能的外部競爭。在這種專業分工的觀念下，第三方專業物流公司應運而生，然而如何運用好的專業物流服務，以達到公司成本降低、效率提高已是企業所必須重視的課題。本研究以德記洋行為個案研究對象，透過深度訪談的方式，了解供應鏈架構下的企業如何評選、期望、知覺物流業者所提供的服務，並探討專業物流公司的服務品質對企業物流委外態度的影響程度；同時，協助物流公司對客戶需求有更進一步的了解，能將資源運用在急需改善的物流服務項目上。根據本研究結果顯示，第三方專業物流公司所提供的服務品質都在顧客的期望之下，物流主管未能完全掌握客戶的實際需求，時常忽略了物流服務品質對使用者的適用性，而將企業資源運用在客戶較不重視的物流服務項目上。關鍵字：供應鏈管理、第三方物流、服務品質 Industry infrastructure is changed by globalization. The competition between organizations is changed from internal improvement of department functions to external competition of supplying the greatest efficiency of a whole supply chain. Under the idea of division among specialized departments, the third-party logistics company arises at the very moment, but how to use good professional logistics services in order to reach company cost reduction and efficiency is a subject that all enterprises must pay attention to. This research pertains to the description of Tait Marketing and Distribution Co., Ltd. which is the major subject in a case study. Applying in-depth interviews this study tries to explore how to evaluate, expect, and perceive services offered by the logistics industry personnel under a determined supply chain structure. In addition, the impact from the service quality offered by the third-party logistics company on the attitudes toward the outsourcing of distribution practices is also examined. Meanwhile, this study wants to help the logistics company obtain some knowledge of customer''s demand so as to apply resources in the most needed areas that have to get immediate improvements. Based on the result of this study, service quality offered by the third-party logistics company meets the customer''s expectation. Nevertheless, managers of the third-party logistics do not perfectly understand customers’ demand. They frequently neglect the suitability issues of various supply chain services. As a result, resources are deployed in those services items that customers do not pay attention to.
Appears in Collections:	[Graduate Institute & Department of International Business] Thesis

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