臺灣博碩士論文加值系統

近年來在東南亞或東盟物流產業日益增長，在泰國，不論私營和公共部門都在努力加強物流業務，使泰國成為東南亞重要的物流中心，並有足夠的潛力將物流發展到全球水準。
本研究的主要目的是從服務提供商的角度來尋找提高服務品質的關鍵因素。本研究使用SERQUAL模型找出5項重要的物流服務品質項目，每個項目有區分成4個子項目。並應用分析層級程序法（AHP）來製作問卷，並以泰國DHL公司25位在不同工作層面工作的員工為問卷調查對象。
本研究的結論基於對DHL泰國物流供應商意見進行分析，進而找出影響物流服務品質的重要因素，希望本研究結果可以應用於其他研究，也可以用於發展物流組織，為更多的業務創造更多的優勢。

In recently day logistic business is growing day by day especially in Southeast Asia or ASEAN. At present, both private and public sectors in Thailand are striving to strengthen the logistics sector that it makes Thailand is a very important logistics hub in Southeast Asia and has enough potential to develop logistics to the global level. According to a survey of trade activities in Thailand, over 80% of businesses Logistics activities are all part of the business. It can be concluded that logistics is used in every business. As well as today's business competition, service competition is becoming more and more important. So the question is which service is important to logistics business, this research is aim to researching what factor is most important for improve service quality in logistic business. The main purpose of this research is Finding Key Factors in Improving Service Quality from the perspective of the service provider. It is a group of people with direct experience in logistics industry. Research finding the by researching the quality of service and logistics, the model that the research used regularly and be acknowledged is SERQUAL Model, So in this research SERQUAL model will be used to apply with Analytic hierarchy process (AHP) structure to make the questionnaire and interview twenty-five person who work at different job levels, in DHL in Thailand.
The conclusion of this research is based on an analysis of the opinions of logistics providers in DHL Thailand. This shows the important factors that affect the improvement of service quality and Researchers hope that the results of this research can be applied to other research, it can also be used to develop logistics organizations and create more advantage or choice for more business.

Table of Contents
Abstract I
摘要 III
Acknowledgement III
Table of Contents IV
List of Tables VIII
List of Figures IX
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Research Motivation 5
1.3 Research Objectives 7
1.4 Research Process 8
1.5 Research Scope and Limitation 9
1.5.1 Research Scope 9
1.5.2 Research Limitation 9
Chapter 2 Literature Review 10
2.1 DHL Introduction and DHL history 10
2.2 Thailand Logistics Industry 15
2.3 Theories and Concepts Related to Quality of Service. 19
Chapter 3 Research Design and Methodology 36
3.1 Research Structure 36
3.2 Structure Development 38
3.2 Sample and Procedure 40
3.3 Tradition Analytic Hierarchy Process (AHP) 40
3.3 Consistency Index and Ratio 45
Chapter 4 Result Discussion and Analysis 47
4.1 Questionnaire Participants 47
4.2 Result of Analysis AHP 51
Chapter 5 Conclusions and Suggestions 67
5.1 Conclusions 67
5.2 Empirical Implications 68
5.3 Suggestions 69
References 72
Appendix Survey Questionnaire for AHP
The Study of Keys Success Factor to Improve Service Quality: DHL Thailand Case Study 76

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