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研究生:毛國荃
研究生(外文):Kuo-Chuan Mao
論文名稱:供應鏈中製造商對第三方物流服務品質知覺之研究-以四項產業為例
論文名稱(外文):The Manufacturers' Perception of Third-party Logistics' Service quality in Supply Chain Management
指導教授:徐強徐強引用關係
指導教授(外文):Chiang Hsu
學位類別:碩士
校院名稱:國立成功大學
系所名稱:工業管理科學系碩博士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:94
中文關鍵詞:外包服務品質第三方物流供應鏈管理
外文關鍵詞:outsourcingservice qualitythird-party logisticssupply chain management
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摘 要
資訊科技的進步與網際網路的蓬勃發展,使得企業間的資訊傳遞及交換可以在瞬間完成,促使流通機能中的商流、資訊流、金流都可以在彈指間完成其流程運作。然而,實體配送仍須經過撿貨、分貨、流通加工、包裝及輸配送才能夠完成,因此,如何構築健全完整的物流體系,在正確的時間、地點,快速而正確的交貨以達成顧客的滿意,乃是現代化企業的基本生存條件之一。
許多一般企業的物流業務都可以利用外包處理的方式提昇效率、降低成本,只要本身物流主管能夠密切掌控流程,做好委外的管理,同時找到一間好的專業物流公司,與之密切合作,絕對可以發揮一加一大於二的綜效,而本研究主要的目的就在於找出顧客如何看待專業物流公司,滿意度的發展歷程及主要影響因素。
在審視了許多國內外的文獻之後,可以發現國內的研究在此部分仍付之闕如,因此,本研究希望能夠運用流程的概念搭配顧客的角度,挑選國內四個產業的供應鏈體系中的製造商作為研究對象,運用問卷調查的方式,從中能夠找出研究對象如何知覺現有專業物流公司所提供之服務及其滿意度與物流外包決策之間的關係。同時,在可行的範圍內,本研究也將資料分析的結果與產業界的物流主管共同討論,以求其精確性。
本研究發現以流程的觀點探討物流服務滿意度有相當的可行性,各迴歸模式的解釋力都達到一定的可信度,而滿意度的調查也大略符合實務業界的觀察,並且由期望與滿意度的比較中,專業物流公司可以重新審視顧客對於其服務的要求及其資源應投入的重點,對於未來專業物流公司所應當扮演的角色及定位都有一定的幫助,也企盼國內的專業物流公司可以提供更加優良的支援,使得顧客與供應商間互蒙其利,也真正能夠享受到供應鏈所能提供之各種好處。
Abstract
Progress in information technology and development of internet accelerate the transmittal and exchange in information between corporations. However, physical distribution should be completed through picking, processing, packaging and transportation, building a sound logistics system to distribute the right thing to the right customers on right time in right place becomes a basic condition to live for modern corporations.
Most logistics affairs of general businesses can get effective, lower cost by outsourcing to a good 3rd-party logistics (3PL) company if the logistics managers tightly control the entire process that synergy come from.

The purpose of this study is to investigate how customers view these 3rd-party logistics companies and the progress of satisfaction through the process concept with customers’ angle.

The study investigates how manufacturers in four supply chains perceive the service that 3PL companies offer and the relation between satisfaction and logistics outsourcing decision. At the same time, this study discusses the result of data analysis with logistics managers in practice.
We find that it’s feasible to explore satisfaction with the view of process; regression models show that they are quite trustful. Analysis also indicates lower satisfaction in general, which 3PL companies should put more emphases. Through comparison of expectancy and satisfaction, 3PL can also review the customers’ real demands and the key point to invest their resources.
目錄
摘要……………………………………………………………………i
誌謝………………………………………………………………………ii
目錄……………………………………………………………………iii
圖目錄………………………………………………………iv
表目錄…………………………………………………………………v

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 研究範圍與限制…………………………………………4
第四節 論文結構與研究流程…………………………………5
第二章 文獻探討…………………………………………………7
第一節 供應鏈管理……………………………………….……7
第二節 物流外包與專業物流公司…………………………15
第三節 服務品質與顧客滿意度……………………………….20
第三章 研究方法………………………………………….………32
第一節 觀念性架構…………………………………………….32
第二節 研究假設………………………………………………33
第三節 研究限制………………………………………………36
第四節 研究變數與操作型定義………………………………36
第五節 分析方法…………………………………………38
第六節 問卷設計及發放………………………………………40
第七節 個案驗證……………………………………………..41
第四章 問卷資料分析……………………………………………….42
第一節 整體性描述……………………………………………42
第二節 各構面分析……………………………………………43
第三節 假設檢定………………………………………………63
第四節 個案驗證………………………………………………77
第五章 結論與建議…………………………………………………80
第一節 結論……………………………………………………80
第二節 對業界之建議…………………………………………82
第三節 對後續研究之建議……………………………………84
參考文獻………………………………………………………………86
附錄 研究問卷………………………………………………………90


圖目錄
圖1-4-1研究流程………………………………………………………6
圖2-1-1供應鏈架構……………………………………………………9
圖2-1-2供應鏈管理……………………………………………………11
圖2-1-3供應鏈網路結構………………………………………………12
圖2-2-1合作性關係形成的影響因素…………………………………19
圖2-3-1服務品質知覺連續帶…………………………………………21
圖2-3-2北歐模式圖……………………………………………………23
圖2-3-3服務品質觀念性模式…………………………………………25
圖2-3-4服務品質的決定因素…………………………………………26
圖2-3-5三要素模式……………………………………………………28
圖2-3-6多水準模式……………………………………………………29
圖2-3-7顧客服務品質知覺和顧客滿意度之關係……………………31
圖3-1-1研究觀念性架構………………………………………………33
圖3-2-1研究假設圖……………………………………………………35
圖3-4-1研究分析架構…………………………………………………40

表目錄
表2-1-1傳統與供應鏈伙伴關係比較………………………………14
表2-3-1 SERVQUAL量表之衡量構面及各問項……………………27
表4-1-1問卷回收狀況表……………………………………………42
表4-1-2樣本結構表……………………………………………………43
表4-2-1電子業對於訂單洽詢重視及滿意之態度排名表……………44
表4-2-2食品業對於訂單洽詢重視及滿意之態度排名表……………45
表4-2-3紡織成衣業對於訂單洽詢重視及滿意之態度排名表………46
表4-2-4家電業對於訂單洽詢重視及滿意之態度排名表……………47
表4-2-5球形檢定及KMO檢定表……………………………………49
表4-2-6訂單洽詢重視度因素分析……………………………………49
表4-2-7重視程度因素解釋變異量……………………………………50
表4-2-8球型檢定及KMO檢定表………………………………………51
表4-2-9訂單洽詢滿意度因素分析……………………………………52
表4-2-10滿意程度因素解釋變異量…………………………………53
表4-2-11電子業對於訂單取得期望及滿意之態度排名表……………54
表4-2-12食品業對於訂單取得期望及滿意之態度排名………………55
表4-2-13紡織成衣業對於訂單取得期望及滿意之態度排名…………56
表4-2-14家電業對於訂單取得期望及滿意之態度排名………………57
表4-2-15球形檢定及KMO檢定表…………………………………58
表4-2-16訂單取得重視度因素分析…………………………………58
表4-2-17重視度因素之解釋變異量…………………………………59
表4-2-18球形檢定及KMO檢定表…………………………………60
表4-2-19訂單取得滿意度因素分析…………………………………61
表4-2-20因素分析解釋變異量表……………………………………62
表4-2-21各產業滿意度及需求………………………………………62
表4-2-22物流作業態度轉變表………………………………………63
表4-3-1 MANOVA表…………………………………………………64
表4-3-2受產業影響之構面表…………………………………………64
表4-3-3受物流提升競爭能力影響之構面表…………………………65
表4-3-4受現有物流作業方式影響之構面表…………………………65
表4-3-5MANOVA表…………………………………………………66
表4-3-6受產業影響之構面表………………………………………66
表4-3-7受企業規模影響之構面表……………………………………67
表4-3-8受物流提升競爭能力影響之構面表…………………………67
表4-3-9企業個別屬性之相關分析表…………………………………68
表4-3-10 整體印象、雇用態度與滿意度及外包態度之相關分析表…………68
表4-3-11電子業重視與滿意度之差異表……………………………69
表4-3-12食品業重視與滿意度之差異表……………………………70
表4-3-13紡織成衣業重視與滿意度之差異表………………………70
表4-4-14家電業重視與滿意度之差異表……………………………71
表4-3-15各因素間之相關分析表……………………………………73
表4-3-16滿意度因素與整體滿意度及物流外包決策轉變之相關分析表……73
表4-3-17訂單洽詢滿意度因素對可靠性滿意度因素之影響複迴歸分析表…75
表4-3-18訂單洽詢滿意度因素對更正性滿意度因素之影響複迴歸分析……75
表4-3-19訂單取得滿意度與整體滿意度水準之複回歸分析表……76
參考文獻
中文部分
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