臺灣博碩士論文加值系統

隨著經濟的發展，傳統的消費型態逐漸在改變，消費者對服務品質要求的提昇，以及像網路購物、電視購物、型錄購物等無店鋪行銷的興起，讓宅配市場能夠受到重視，進而促使國內大型企業像統一集團、東元集團，相繼投入宅配市場來經營，而且也帶動了國內傳統貨物運輸業者像大榮貨運、新竹貨運，轉型進入宅配市場提供服務，而且這些業者，都和專業經營曰本宅配市場的業者技術合作，希望藉由已經發展相當成熟的日本宅配市場業者的技術和經驗，創造出國內宅配市場的龐大商機。

本研究依宅配產業的特性，找出宅配服務經營成功關鍵在「政策法令因素」、「資訊科技因素」、「社會環境因素」、「資源投入因素」、「人力資源因素」、「產品 / 服務因素」等六個分析類目，並以專業型宅配公司中，由東元集團與曰本通運合作創立的台灣宅配通股份有限公司為個案研究對象，透過深度訪談的方式，蒐集所需資料，加以整理及分析。

本研究透過歸納和分析，認為宅配服務經營成功關鍵因素有「政府必須推動相關法規的訂定」、「建構完整的配送網路」、「提昇服務品質、加強員工訓練」、「運用先進的科技技術」、「建立完善的客訴機制」、「產品創新及
多樣化服務」等六項。

With the development of economy, the type of traditional consumption is changing gradually, consumers’ requirement for service quality is increasing, and like the rise of without-shop marketing, eg., online shopping、TV shopping、 catalogue shopping, etc.. The door-to-door business can be paid attention to, impel domestic large-scale enterprise look like Uni-President Group、TECO Group to operate door-to-door business. Meanwhile, the market demand even push the domestic traditional transport corporation look like Ta Jung Freight Corporation、Hsin Chu Freight Corporation forward to door-to-door business. Enterprise aforecited cooperate with professional and well-develop Japanese door-to-door corporations by technological cooperation to create considerable domestic door-to-door business.

This research is to find out the key factors to operate door-to-door business by the characteristic of the industry, which like ‘government policy factor’,’ information technological factor’, ‘social environment factor’, ‘resources-to-put-in factor’, ‘manpower resource factor’, ‘product/service factor’. We study one of the professional door-to-door corporations, Taiwan Pelican Express Co., Ltd., which was established by TECO Group and Nippon Express. We collect the information to organize and to analyze through in-depth interview.

Base on our conclusion and analysis, we conclude the key factors to operate door-to-door business are ‘government must boost to enact related laws’, ‘develop the delivery network’, ‘promote the service quality and employee training’, ‘ adoption and introduce of advanced technology’, ‘set up the well-developed customers’ query mechanism’, ‘ innovation of product and the various services’.

中文摘要 I
目錄 IV
表目錄 V
圖目錄 VI
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 2
第四節 研究限制 4
第二章 文獻探討 5
第一節 宅配服務之定義與特性 5
第二節 宅配服務之經營型態及其他貨運業務之比較 13
第三節 成功之定義與標準 17
第四節 關鍵成功因素之意涵 18
第五節 內、外部因素與關鍵成功因素之關係 28
第三章 研究設計 33
第一節 研究架構 33
第二節 研究方法與其優缺點 34
第三節 研究對象與範圍 37
第四節 資料處理流程 38
透過個別訪談之方式，針對各項訪談之項目，以了解宅配服務經營成功關鍵因素，因此將訪談之內容區分如下，共分為六大分析類目： 39
第五節 訪談計劃 42
第四章 研究個案簡介及深度訪談分析 43
第一節 專業型宅配之主要公司簡介及比較 43
第二節 深度訪談的內容及結論 45
第五章 結論與建議 51
第一節 結論 51
第二節 宅配業未來的經營趨勢與走向 53
第三節 後續研究建議 54
參考文獻 55
中文文獻 55
英文文獻 58
參考網站 61
附錄：訪談問卷 62

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