臺灣博碩士論文加值系統

由於消費者對於便利性日益重視，促使各類調理食品市場蓬勃發展，如何維持易腐保鮮食品品質與安全，對於低溫物流業者形成重大挑戰，促使低溫物流品質受到學術界與實務界高度重視，然以往有關低溫物流品質相關研究，並不多見。
本研究首先根據PZB(1988)SERVQUAL服務品質量表與Mentzer et al.,(2001)物流服務品質量表(Logistics service quality, LSQ)，並參考低溫物流特性，鑑別低溫物流服務需求 (Cold Logistics Service Requirements, CLSR) ；其次，應用Kano模式，評估消費者對這些服務需求，以進行服務需求屬性分類。
本研究以溫物流服務品質需求要項，配合低溫物流業者發出了200份問卷，回收150份。國內三家低溫物流業者顧客做為研究對象，採用問卷調查法，進行資料蒐集，並應用Kano模式探索低
研究結果發現，本研究分為6個層面共24項國內低溫物流服務品質要素，經Kano二維品質模式分類後，共有13項要素為「一維品質」，6項「魅力品質」，2項「當然品質」，3項「無差異品質」，無「反向品質」。透過本研究，可以使低溫物流業者，進行有效改善服務品質並提昇整體競爭力。

Logistics has been enjoying its rapid development for decades, while cold chain has hardly been concerned. To address this research gap, the current study integrated PZB’s SERVQUAL(1985, 1988) and Mentzer ’s LSQ(2001) and refer cold logistics characters to develop a cold logistics service quality(CLSQ) instrument to measure the cold logistics service quality. Then this study applies Kano model to categorize the CLSQ items. Organizations can focus on most need improvement items and achieved the most effectiveness. The results shown that 13 items are "one-dimensional quality", 6 items are "attractive quality", 2 items are "Of course quality, 3 items are "no difference in quality and no "reverse-quality item. The current study innovatively developed an accurate instrument for measuring cold logistics service quality. The results enable firms to expend limited resources focusing on most need improvement and achieve effective effects.

中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 vii
圖目錄 viii
第一章 緒論... 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 名詞解釋 2
1.3.1低溫物流服務品質 3
1.3.2 Kano二維品質模式 3
1.4 研究方法與流程 3
第二章 文獻探討 6
2.1 低溫物流 6
2.2 服務品質 10
2.2.1 品質的意涵 10
2.2.2 服務品質的意涵 11
2.3 低溫物流服務品質定義 15
2.4 Kano模式 16
第三章 研究方法 19
3.1 研究流程 19
3.2 Kano Model二維品質 19
3.3研究設計 22
3.4研究工具 22
3.5發放問卷 23
3.6 資料分析方法 24
第四章 研究分析與結果 25
4.1 問卷信效分析 25
4.2 樣本背景分析 25
4.2.1 性別 25
4.2.2 年齡 26
4.2.3 職業 26
4.3 Kano二維品質要素之屬性歸類 27
4.4 結果分析 29
4.4.1一維品質 29
4.4.2 魅力品質 29
4.4.3 必需品質 30
4.4.4 無差異品質 30
第五章 結論與建議 31
5.1 結論與建議 31
5.2 研究限制與未來方向 33
參考文獻 34
附件一 37

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