臺灣博碩士論文加值系統

隨著網際網路在商業中廣泛應用，全球網上購物持續增長，電子商務為電子零售商等公司帶來了巨大商機與收入。基於電子商務的發展，其生鮮產品作為電子商務交易的其中一員，其線上購物生鮮產品受到愈來愈多消費者的青睞。生鮮產品具有易腐特性與貨架壽命限制，無論是宅配到府或到店取貨，其低溫物流服務都是各家生鮮電商致力於維持產品品質難題之一。
基於資訊科技不斷進步，使得資訊傳播更為快速便捷，消費者透過線上評論分享對於產品或服務的感受。顧客評價影響著其他消費者購買前的決策，不僅幫助消費者評估其重要性，也提供預購前的資訊。因此，線上評論影響著生鮮電商所提供的物流服務內容。
有鑒於此，本研究應用產品服務系統概念與新服務設計的概念，以AmazonFresh為研究案例，透過線上評論文字探勘方式了解顧客需求的物流服務與電商物流的服務項目。接著，透過TF-IDF值說明物流服務需求的重要程度，以情緒分析比較競爭對手的服務項目，以關聯規則計算顧客物流需求與服務項目的關聯性，並將結果導入品質屋中以求出服務項目的重要程度，得出顧客需求的物流服務優先改善項目，提供業者服務改善建議。

With the Internet is widely used in commerce, Global online shopping continues to grow, E-commerce brings huge business opportunities and revenues to companies such as e-retailers. Based on the development of E-commerce, Fresh produce as part of an e-commerce transaction, its online shopping fresh products are getting more and more popular. Fresh products have perishable properties and shelf life limit, whether it’s the home delivery or in-store pick up, the cold logistics service is one of the difficulties that many fresh e-commerce are committed to maintaining product quality.
With the rapid development of information technology, the information transfer is faster and convenient, more and more people get used to use the Internet to search information and share their daily life. Customer rating affects other consumers' decisions before buying, it not only helps consumers assess their importance, but also provides pre-purchase information. Therefore, online reviews affect the logistics services for fresh e-commerce.
In the light of this, this research applies the concept of product service system and the design of new service development, we take AmazonFresh as a case study and use online review to understand customer logistics requirements and service characteristics. Then, we explain the importance of customer logistics requirements through TF-IDF values and compare competitors’ service characteristics through sentiment analysis. Furthermore, we use association rule to calculate the relevance of customer logistics requirements and service characteristics, and import the results into the quality house to determine the importance of service characteristics. Finally, we list the priority improvement services and make constructive suggestions that can improve the operation of the company.

摘要 i
Abstract ii
誌謝 iii
目錄 iv
圖目錄 vii
表目錄 ix
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究目的 4
1.4 研究流程 5
第二章 文獻回顧 7
2.1 低溫物流/冷鏈 7
2.2 電商物流 11
2.2.1 電子商務模式 11
2.2.2 電子商務發展 14
2.2.3 生鮮食品電子商務發展 16
2.2.4 生鮮電商物流服務 18
2.3 線上評論 21
2.3.1 電子口碑 21
2.3.2 整體排名與顧客評級 22
2.3.3 生鮮食品線上評論發展 23
2.3.4 線上評論相關研究 23
2.4 文字探勘 25
2.4.1 文字探勘設計 25
2.4.2 情感分析 27
2.4.2.1 情感分析分類 27
2.4.2.2 情感分析方法 27
2.4.3 文字探勘相關研究 29
2.5 新服務發展 33
2.5.1 新服務法展起源 33
2.5.2 新服務法展設計 33
2.5.3 修正後新服務發展設計 34
2.5.4 新服務發展循環週期 35
2.6 品質機能展開 36
2.6.1 品質機能展開起源 36
2.6.2 品質機能展開設計 36
2.6.2.1 品質機能展開-四階段 37
2.6.2.2 品質屋 37
2.6.3 品質機能展開相關研究 43
2.7 產品服務系統 46
2.7.1 產品服務系統起源 46
2.7.2 產品服務系統定義 47
2.7.3 產品服務系統分類 49
2.7.4 產品服務系統設計 51
2.8 小結 52
第三章 PSS為基礎之低溫物流服務模式發展方法 53
3.1 問題描述 53
3.1.1 貨架壽命 54
3.1.2 物流服務模式 54
3.2 研究方法架構 55
3.3 服務模式建構 56
3.3.1 辨識顧客需求項目 56
3.3.2 計算顧客需求權重 58
3.3.3 進行競爭者分析 61
3.3.4 建立規劃需求矩陣 63
3.3.5 辨識服務需求項目 65
3.3.6 建立關係矩陣 67
3.3.7 計算服務需求權重 69
3.3.8 列出優先改善次序 69
第四章 案例分析 70
4.1 評論資料收集 70
4.2 實例驗證與分析 71
4.2.1 辨識顧客對生鮮冷藏蔬菜之物流服務需求 71
4.2.2 顧客物流服務需求權重結果 74
4.2.3 AmazonFresh與Walmart之競爭者分析結果 75
4.2.4 規劃需求矩陣結果 85
4.2.5 辨識AmazonFrsh之物流服務項目 87
4.2.6 建立關係矩陣結果 87
4.2.7 物流服務項目權重結果 88
4.2.8 列出優先改善物流服務項目次序 89
4.2.9 服務改善建議 89
第五章 結論與建議 91
5.1 結論 91
5.2 未來研究與建議 92
參考文獻 93

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