我國遠洋漁業在政府積極輔導培植政策下，目前作業漁場遍佈三大洋。事實上台灣近期與其他遠洋鮪魚國家都面臨相同地國內外環境制約影響，經營將日益困難，受到國際經濟不景氣低衝擊，日本鮪魚市場逐年縮小（世界最大鮪魚消費國），造成漁獲售價巨幅滑落；更因新造漁船加入捕撈作業（如大陸地區）、鮪魚資源枯竭等，使鮪魚捕獲量也相對降低；為了能讓鮪魚產業繼續生存，事實上台灣近期與其他遠洋鮪魚國家都面臨相同地國內外環境制約影響，經營將日益困難，受到國際經濟不景氣低衝擊，日本鮪魚市場逐年縮小（世界最大鮪魚消費國），造成漁獲售價巨幅滑落；更因新造漁船加入捕撈作業（如大陸地區）、鮪魚資源枯竭等，使鮪魚捕獲量也相對降低；為了能讓鮪魚產業繼續生存，遠洋漁業經營成本內，最大宗就是油料、物料與保養修護等三項，如何有效遂行後勤支援管理，降低無效投資，提昇裝備系統之妥善，增加捕魚作業時間，延長鮪釣漁船壽期，使能更有效地加強競爭力。本研究注重於鮪釣漁船企業，引用『後勤支援』（ Logistic Support）觀念與作為，建立計畫保養制度，降低作業成本，
依據顧客之定義，本研究將國華公司所屬遠洋漁船船隊（十艘鮪釣船）設定為內部顧客，外部顧客為日本、美國、新加坡等漁業貿易公司，因外部顧客並未涉及後勤支援等相關事宜，故不列入本研究範圍；而國華公司則為提供漁船、裝備系統、後勤支援服務之供應商，並具以推展後續之研究作為。
本研究研討彙整出後勤支援要素，與顧客服務滿意度要素加以整合後，獲致測量後勤支援顧客滿意度工作要項，並以個案國華公司為提供後勤支援服務，而其十條鮪釣船則為顧客作為研究對象，然後以企業診斷方式，從顧客服務滿意之角度，來探討國華公司後勤支援作業相關問題，並經專家指導後，設計問卷；再訪談國華公司各業管經理，對所獲回覆問卷及資料進行分析工作，並驗證所提之假設研究。再確認後勤作業之不滿意項目後，獲致結論資料並提供相關學術界與企業界參考，使我國鮪釣業及其他漁業公司能共同提昇後勤管理作為，能與其他國家漁業界競爭，以達永續經營目標。

Abstract
Under governmental guidance policy, Taiwan’s pelagian fishery is covering three main Oceans.
As a matter of fact, Taiwan and other pelagian tuna fishing countries are facing the problem of environment limit both in domestic and overseas areas, causing difficulties in running the business. Under the impact of global economic depression, the market of tuna fish is shrinking year by year (Japan is the largest tuna fish consumption country); hence causing a large fall in the price of fish. Moreover, the quantity of tuna fish caught is dropping due to newly added fishing boats in operation (e.g. in China area), and the depletion of tuna resources. For the survival of tuna fish industry, the industry should develop towards delicacy, and to value by quality but not quantity.
The cost of fuel, material and maintenance are the three primal elements in the cost administration of pelagian fishery. Hence, the company can efficiently increase its competitiveness by administrating the logistic support effectively, cutting invalid investments, improving the completeness of equipment system, increasing the time for fishing, and extending the life expectancy of tuna fishing boat.
This research aims to examine the tuna-fishing industries that apply the concept and manner of Logistic Support, and how the industries construct maintenance plan and reduce the cost of operation.
According to the definition of customer, this research categorize the fleet of pelagian fishery (10 tuna-fishing boats) that belongs to 「CHINA-SEA Products Development Corp.」as the internal customer, and the external customers are the trading companies in Japan, United-States, Singapore, etc. As CHINA-SEA Products Development Corp. is the supplier which provides fishing boats, equipment system, and logistic support service, the subsequent development of the company will be useful to researches conducted in the future.
Through careful deliberation, this research defines the elements of logistic support. After combining these elements with the elements of customer service satisfaction, the research obtains the instruction of measuring customer satisfaction of logistic support system. Two subjects are analyzed in this research: the「CHINA-SEA Products Development Corp.」is regarded as the provider of logistic support service, and the ten tuna-fishing boats are regarded as the customers. Then, through the customer service satisfaction’s point of view, the research proceeds business diagnosis to examine the logistic support operation of CHINA-SEA Products Development Corp, and problems related to the issue. Furthermore, a questionnaire for survey is designed after consulting experts in this field. Next, the research conducts analysis on the returned questionnaires and information acquired while interviewing with CHINA-SEA Products Development I Corp.’s business managers, and considers whether the hypotheses of this research are justified. After being certain of the unsatisfying logistic support elements, a conclusion and information are provided to academia and enterprises for future reference. Expecting our domestic tuna-fishing industries and other fishing companies to ameliorate their policies on logistic support management. Hence the companies will be able to compete with foreign fishing companies, achieve the goal of running an everlasting company.

第一章 緒論…………………………………………………… 03
第一節、研究動機及背景………………………………….. 03
第二節、研究目的……………………………………………. 11
第三節、研究步驟………………………………………………. 12
第二章、文獻探討………………………………………………… 15
第一節、個案公司簡介 ………………………………………… 15
第二節、顧客滿意度相關文獻探討……………………………. 18
第三節、後勤管理相關文獻探討………………………………. 30
第四節、整體後勤支援基本概念………………………………. 38
第五節、後勤支援工作要項……………………………………… 40
第六節、後勤支援服務之顧客滿意度要素……………………… 47
第三章、研究方法與架構………………………………………… 50
第一節、研究假設………………………………………………… 50
第二節、研究架構……………………………………………….. 51
第三節、變項及操作定義………………………………………… 52
第四節、研究對象………………………………………………… 55
第五節、測量工具………………………………………………… 55
第六節、資料分析方法…………………………………………… 56
第七節、研究限制……………………………………………... 57
第四章、資料分析結果…………………………………………. 59
第一節、敘述性統計分析………………………………………. 59
第二節、多變量變異數分析……………………………………. 60
第三節、落差分析………………………………………………… 71
第五章、結論與建議…………………………………………….. 73
第一節、結論與主要發現………………………………………. 73
第二節、建議及未來研究方法……………………………….. 83
參考文獻………………………………………………………… 85
問卷調查 …………………………………………………………. 90
作者介紹……………………………………… ……………… 94

中文部分：
台灣區遠洋鮪漁船魚類輸出業同業工會「日本FIS電傳報告」高雄
李順德（民85年12月）「整體後勤支援原理及運用」（Integrated Logistic Support and Principle and Practices） 台北 華泰書局
李成嶽（民83年）譯Jacqueline Dunckel 「100分顧客滿意策略」台北 中國生產力中心
林能白（民88年6月）「服務品質之研究─服務人員人格特質之影響分析與應用」
台北 管理學報 第16卷 第二期 PP175─200
林玉佩 (民83年) 譯 武田哲男「顧客滿意經營」 台北 洪健全教育文化基金會
吳正信（民80年11月）「整體後勤支援作業手冊」 桃園 中山科學研究院
周文賢、李宏達（民 81年）「市場調查與行銷策略研擬─理論基礎與實務運用」
台北 華泰書局
胡興華（民 89年）「台灣漁業發展與作業魚場」 高雄 2000年鮪魚年鑑專刊
高桑郁太郎（1991）「顧客第一」 台北 鑽石出版社
黃俊英 （民76年）「行銷研究─管理與技術」台北 華泰書局 pp.399
黃已成 譯（民80年11月）富山芳雄 原著 「服務業的品質管理」台北 臺華出版社
陳順宇（民 87年）「多變量分析」 台北 華泰書局
陳順宇、鄭碧娥（民 88年）「基本統計」台北 華泰書局
陳耀茂（民86年）譯 狩野紀昭 原著 「服務業的TQC─實踐例子與成功之道」
台北 譯者出版社
張有恆（民87年10月）「物流管理」 台北 華泰書局出版
楊慶宗（民80年4月）「系統工程管理」（System Engineer Management） 台北 設計家雜社
楊德輝（民 79年）譯 石原盛吉之「服務業的品質管理」台北 中國生產中心
蔡維傑（民 89年）「從顧客滿意度觀點對中科院後勤支援體系與實際作業問題之關聯研究」 桃園 中山科學研究院
劉天祥 （民83年）譯 小名川真治郎 永川克彥 合著「實現顧客的夢」台北 中國生產力中心
海軍總司令部（民 84年）「海軍武器系統整體後勤支援教範」 台北 撰後1150號
顏憶茹、張淳智（民 87年）「物流管理」 台北 前程出版社
蘇義雄（民 87年）「企業物流導論」 台北 華泰書局
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