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研究生:王禮榮
研究生(外文):Li-Jung Wang
論文名稱:定期貨櫃航運業服務品質策略之研究
論文名稱(外文):A Study on the Strategy of Service Quality of a Liner Shipping Company
指導教授:陳基國陳基國引用關係
指導教授(外文):Kee-Kuo Chen
學位類別:碩士
校院名稱:國立臺灣海洋大學
系所名稱:航運管理學系
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:124
中文關鍵詞:定期貨櫃航運業服務品質隨機優勢準則
外文關鍵詞:Liner ShippingService QualityStochastic Dominance Criterion
相關次數:
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為解決決策者凸性偏好或屬性項目邊際報償遞減時,傳統的統計排序法如排序與選擇法、平均數成對比較法與多變量變異數分析等無法適用於屬性項目排序的問題,本研究提議以隨機優勢準則作為屬性項目排序的方法,應用於某定期貨櫃航運業服務品質策略的制定上,研究發現該定期貨櫃航運業在海運承攬運送業與進出口商間具有良好的商譽與形象,除價格因素外,該定期貨櫃航運業者只要將資源做適當的分配,就應有足夠的力量增加服務品質,同時增加公司資產管理的效率。
To solve the decision maker concave preference or the diminishing marginal return of attribute items, traditional statistic ranking methods such as Ranking and Selection Method, Paired Comparison of Means and Multivariate Analysis of Variance (MANOVA) …etc cannot be applied for attribute items ranking problem. This study proposed to use Stochastic Dominance Criterion as attribute items ranking method and put in use in the strategy of service quality of a liner shipping company. In this study we found this liner shipping company has a good reputation and image among Forwarders and Importers/Exporters. Except price attribute, this liner shipping company can get enough power to improve service quality and the efficiency of asset management by resource reallocation.
謝辭 中文摘要英文摘要目錄………………………………………………………………………………...表目錄……………………………………………………………………………...圖目錄……………………………………………………………………………... iivv

第一章、緒論.…………………………………………………………………... 1
1.1 研究背景與動機………………………………………………… 1
1.2 研究目的………………………………………………………… 5
1.3 研究範圍與對象………………………………………………… 6
1.4 研究流程………………………………………………………… 7
1.5 研究限制………………………………………………………… 8
第二章、文獻回顧.……………………………………………………………... 9
2.1 服務與品質……………………………………………………… 9
2.1.1 服務的定義……………………………………………… 9
2.1.2 服務的特性……………………………………………… 11
2.1.3 品質的定義……………………………………………… 13
2.2 服務品質………………………………………………………… 15
2.2.1 服務品質的定義………………………………………… 15
2.2.2 服務品質的構面………………………………………… 17
2.3 PZB服務品質的觀念性模式…………………………………… 20
2.4 服務品質的衡量尺度…………………………………………… 26
2.5 定期貨櫃航運業相關文獻回顧………………………………… 31
第三章、定期貨櫃航運業服務品質競爭策略觀念性架構…………………… 34
3.1 定期貨櫃航運業作業流程……………………………………… 34
3.1.1 攬貨作業………………………………………….……… 34
3.1.2 出口訂艙作業……………………………………………. 35
3.1.3 出口文件製作………………………………………….… 38
3.1.4 進口文件製作………………………………………….… 40
3.1.5 進口櫃放提作業……………………………………….… 41
3.2 服務項目………………………………………………………… 42
3.3 長短期策略……………………………………………………… 44
3.4 服務品質策略…………………………………………………… 46
第四章、隨機優勢屬性排序法………………………………………………… 51
4.1 屬性排序法……………………………………………………… 52
4.2 統計資料分析法………………………………………………… 54
4.2.1 排序與選擇法……………………………………………. 54
4.2.2 平均數成對比較法………………………………………. 54
4.2.3 多變項變異數分析(MANOVA)…...…………………. 55
4.3 隨機優勢準則…………………………………………………… 56
4.4 服務項目排序…………………………………………………… 61
第五章、研究方法……………………………………………………………… 63
5.1 研究問題與假說檢定…………………………………………… 63
5.1.1 研究問題…………………………………………………. 63
5.1.2 研究假說…………………………………………………. 65
5.1.3 統計檢定方法…………………………….……………… 66
5.1.4 服務品質矩陣與策略……………………………………. 67
5.2 問卷設計與內容………………………………………………… 69
5.2.1 問卷設計…………………………………………………. 69
5.2.2 問卷修正…………………………………………………. 72
5.2.3 問卷尺度…………………………………………………. 74
5.3 資料結構………………………………………………………… 75
5.3.1 問卷回收率………………………………………………. 75
5.3.2 樣本結構…………………………………………………. 75
5.4 問卷效度………………………………………………………… 77
5.5 信度分析………………………………………………………… 80
第六章、實證分析……………………………………………………………… 82
6.1 服務項目重要性排序…………………………………………… 82
6.1.1 海運承攬運送業重要性最高之前五項…………………. 82
6.1.2 海運承攬運送業重要性最低之五項……………………. 82
6.1.3 進出口商重要性最高之前五項…………………………. 83
6.1.4 進出口商重要性最低之五項……………………………. 83
6.2 服務項目滿意度排序…………………………………………… 85
6.2.1 海運承攬運送業滿意度最高之前五項…………………. 85
6.2.2 海運承攬運送業滿意度最低之五項……………………. 85
6.2.3 進出口商滿意度最高之前五項…………………………. 86
6.2.4 進出口商滿意度最低之五項……………………………. 86
6.3 預期與認知缺口檢定…………………………………………… 88
6.3.1 海運承攬運送業與進出口商預期缺口檢定……….…… 88
6.3.2 海運承攬運送業與進出口商認知缺口檢定……….…… 88
6.4 海運承攬運送業預期與認知缺口檢定及服務品質矩陣……… 90
6.4.1 海運承攬運送業預期與認知缺口之檢定………………. 90
6.4.2 海運承攬運送業預期與認知程度之服務品質矩陣分析 90
6.5 進出口商預期與認知缺口檢定及服務品質矩陣……………… 94
6.5.1 進出口商預期與認知缺口之檢定………………………. 94
6.5.2 進出口商預期與認知程度之服務品質矩陣分析………. 94
6.6 改善成本排序分析……………………………………………… 98
6.6.1 改善服務品質所需付出之成本最高之前五項…………. 98
6.6.2 改善服務品質所需付出之成本最低之五項……………. 98
6.7 改善策略順序…………………………………………………… 100
6.8 總體競爭策略……………...……………………………………. 103
第七章、結論與建議…………………………………………………………… 106
7.1 結論……………………………………………………………… 106
7.2 建議……………………………………………………………… 107
7.2.1 資源釋放…………………………………………………. 107
7.2.1 增加資源…………………………………………………. 107
7.3 後續研究之建議………………………………………………… 109
參考文獻..……………………………………………………………………….. 110
附錄一…………………………………………………………………………… 117
附錄二…………………………………………………………………………… 121
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