臺灣博碩士論文加值系統

本研究主要探討宅配業相關服務失誤與服務補救之關係，以及探討最適賠償金額對消費者之影響。本研究主要藉由條件評估法，以分析消費者對於宅配業者服務補救之願受百分比。本研究透過網路發放問卷，回收有效問卷共計321份，以學生族群普遍消費金額500元為指標。
本研究結果如下：當消費者面對貨物延遲事件時，願意接受宅配業者75元～150元之願受賠償金額﹔當消費者面對貨物毀損事件時，願意接受宅配業者150元～225元之願受賠償金額﹔當消費者面對貨物遺失事件時，則願意接受150元～225元之願受賠償金額。

The research discusses the relationship between service failure and service recovery in home delivery carrier, and discusses the impact of optimal compensation strategy to customers. The study relies on the contingent valuation method to analyze the percentage of willingness to accept customers will receive. The survey was conducted from April to May 2019. The total of 321 questionnaires were completed. The result indicated the following conclusions: When facing the delay in delivery, the customers will be able to accept NT$ 75 to150 from home delivery carrier. When facing the damage in delivery, the customers will be able to accept NT$ 150 to 225 from home delivery carrier. When facing the loss in delivery, the customers will be able to accept NT$ 150 to 225 from home delivery carrier.

摘要 III
Abstract IV
誌謝 V
目錄 VI
表目錄 VIII
圖目錄 IX

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4

第二章 文獻探討 5
第一節 服務失敗定義與宅配業之服務失敗 5
第二節 服務失敗對消費者之影響與服務失敗之補救 7
第三節 最適服務失敗補救 9

第三章 研究方法 10
第一節 條件評估法 10
第二節 雙界二元選擇模型 16
第三節 實證架構 20
第四節 研究設計 20

第四章 資料分析 22
第一節 敘述性統計分析 22
第二節 願受金額百分比 27
第三節 討論 30

第五章 結論與建議 31

參考文獻 33
中文文獻 33
英文文獻 36

附錄 41

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