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研究生:張鳳鍾
研究生(外文):Feng-Chung Chang
論文名稱:選擇國際快遞公司B2B業務之評選準則探討
論文名稱(外文):To Determine the Key Factors of Selecting B2B International Express Service in Taiwan
指導教授:李宗儒李宗儒引用關係
指導教授(外文):Tzong-Ru Lee
學位類別:碩士
校院名稱:國立中興大學
系所名稱:行銷學系所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:126
中文關鍵詞:國際快遞公司評選準則B2BAHPHybrid AHP
外文關鍵詞:International express companyEvaluation criteriaB2BAHPHybrid AHP
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摘 要

台灣的廠商生產研發能力及代工技術,聞名於全球,生產研發的產品不外乎具有高商業價值、高精密度及低生命週期的特性,加上全球佈局的經營策略;供應鏈全球化的模式衍然而生。為因應高時效限制的運送服務需求,國際快遞業者服務上不斷推陳出新,以符合企業需求標準,導致廠商評選B2B交易模式的國際快遞業者變的更加複雜且耗費時間及成本,因此,一套完整的選擇國際快遞公司B2B業務的評選準則對所有廠商顯的格外重要;且國際快遞者更需洞察瞭解客戶真正的服務需求為何,以提升客戶滿意度。
本研究從兩部分著手,第一部份研究,透過文獻研究以蒐集學者研究所提出之選擇物流供應商之評選準則,作為本研究之基本評選元素,共計蒐集224項評選因素,去除重複性部份為181項,最後再去除屬於卡車、海、空運業及文字涵義太過廣泛、籠統之服務屬性,共計150項評選因素。
將搜集所得之評選因素,透過層級分析法(The Analytic Hierarchy Process, AHP)的原理,讓複雜繁瑣且具有多準則、群體決策及不確定性的選擇國際快遞公司B2B業務的問題,依評選因素的服務屬性之相關性,歸納彙整,化簡為系統層級架構,第一層級共分為4個構面(報價、公司口碑與聲譽、服務人員、服務流程),第二層級共分11評選準則(競爭性的運費、價格表及時正確的提供、彈性的運費、他人使用經驗與推薦、公司知名度、服務態度與禮貌、專業知識、反應與溝通能力、迅速安全的運輸服務、異常處理能力、滿足需求的彈性服務),並依據層級架構設計問卷,因擔心受訪者會因台灣地區產業結構不同,對國際快遞公司所關注的服務屬性不同,而影響研究真實性。故將問卷分北、中、南,各250份發放,回收有效的樣本共計有451份。
第二部份研究中,將回收之問卷資料,應用Sheu(2004)研究提出的混合型層級分析法(Hybrid AHP)及計算評選準則所有權重的三種方法,分別為完全繼承法、部分繼承法、完全獨立法。
最後,將利用完全獨立法計算所得之評選準則所有權重值大小,予以萃取出(1).競爭性的運費(2).迅速安全的運輸服務(3).異常處理能力(4).彈性的運費(5).服務態度與禮貌,5項重要概念,並提供給國際快遞業建議,盼爾後能提供更經濟、優質的服務給有客戶,以提升廠商競爭力,獲取更多商機。


Abstract

Taiwan manufacturers R & D capabilities and OEM technology are famous in worldwide. The research and development of products are not only with high commercial value, high precision but also with low product life-cycle characteristics. Additional, the global distribution of business strategy lead to supply chain evolutes to globalization. For response the high of time limitations shipping service needs, International express companies still continues to develop the new products to satisfy with customer business needs. It brings to all customers when selecting B2B international express companies becomes more complex and time-consuming and cost. Therefore, a set complete key criterion of selecting B2B international express company was for all customers the particularly important. The international express companies are also required to understand the customer real service needs to improve customer satisfaction.
This research started from the two parts, the first part of the research, through literature research to collect academic research to make a choice logistics supplier selection criteria for selection as the basic elements of this research, this research takes the eight researches into 224 factors, after removal of repetition some is 181 items, and finally remove the part truck, sea and air cargo industry and the meaning of the text is too broad, a total 150 selected factors.
AHP(The Analytic Hierarchy Process) analytic method is to simplify the complicated problem became the concise key element hierarchical structure .The collected evaluation factors will through the AHP principle and according to evaluation factors service attributes correlation and through analysis ,summarize, simplified became for the hierarchical structure , the first level is divided into four dimensions (Quotation, Company reputation and word of mouth , Service provider, Service process), the second level consists of 11 evaluation criteria (1. Competitive freight rates, 2. Rate chart provide timely and correct, 3.Flexible freight, 4.Others use the experience and recommended, 5.The company profile, 6.Service attitude and courtesy, 7.Professional knowledge, 8. Response and communication skills, 9.Rapid and safe transport services, 10.Exception handling capabilities, 11.The flexible service of shipper needs). According with evaluation criteria hierarchical structure designed the questionnaire. To fear of respondents will owe industrial structure in Taiwan that different from the concerns of the international express service attributes different and the impact of research reality. Therefore, the questionnaire will be divided northern Taiwan, central, southern, each release 250, recovery a total of 451 samples.
The second part of the research, questionnaire recovery data will apply Sheu (2004) research of proposed the Hybrid AHP and three kinds of different research assumptions to calculate the evaluation criteria’s whole weight .the method is 1 Partial inherit laws, 2. Totally inherit law, 3. Complete independent law.
Finally, this research will decide to adopt 「Complete independent」method to get the result and have 5 items key element (1). Competitive freight (2). Rapid and safe transport services (3). Exception handling capabilities (4). Flexible Freight (5). Service attitude and courtesy.
To provide recommendations for international express companies and hope thereafter could provide more economical, high quality service to all customers to enhance the competitiveness of companies for gain more business opportunities.


目 錄
摘要.....................................................Ⅰ
Abstract.................................................Ⅱ
誌謝.....................................................Ⅳ
目錄.....................................................Ⅴ
圖目錄...................................................Ⅶ
表目錄...................................................Ⅷ
第一章 緒論...............................................1
1.1 研究背景與動..........................................1
1.2 研究目的..............................................2
1.3 研究方法..............................................2
1.4 研究步驟..............................................3
1.5 研究範圍..............................................5
1.6 研究限制..............................................6
第二章 文獻探討...........................................7
2.1 文獻研究..............................................7
2.1.1 供應商評選方法......................................7
2.1.2 國際快遞公司評選準則...............................10
2.2 理論說明.............................................26
2.2.1 層級分析法基本理論.................................26
2.2.1.1 層級分析法基本假設...............................26
2.2.1.2 層級分析法之步驟.................................27
2.2.2 混合型層級分析法...................................31
第三章 國際快遞業之產業分析..............................42
3.1 國際快遞業發展概況...................................42
3.2 台灣地區國際快遞市場概況.............................46
3.3 台灣地區國際快遞業的探討.............................48
第四章 混合型層級分析法應用與問卷設計及檢定..............54
4.1 評選流程.............................................54
4.2 評選因素篩選.........................................57
4.3 層級架構設計.........................................68
4.4 混合型層級分析法評選之層級定義與設計.................83
4.4.1 定義評選構面與準則之層級...........................83
4.4.2 混合型層級分析法評選層級設計.......................83
4.5 問卷設計、發放與回收之敘述性統計資料分析.............86
4.5.1 問卷設計...........................................86
4.5.2 問卷發放...........................................91
4.5.3 問卷回收之敘述性統計資料分析.......................91
4.6.求解評選準則權重與一致性檢定.........................94
4.6.1 計算各矩陣區塊中之問卷排序值.......................94
4.6.2 建立成對比較矩陣的排序值...........................95
4.6.3 特徵向量計算.......................................96
4.6.4 計算權重值.........................................96
4.6.5 計算最大特徵.......................................97
4.6.6 一致性檢定.........................................99
第五章 評選結果及萃取重要概念與策略應用.................100
5.1 評選結果............................................100
5.1.1 評選準則的評選....................................100
5.1.2 評選結果分析......................................104
5.2 萃取重要概念與策略應用..............................109
第六章 結論與建議.......................................115
6.1 結論................................................115
6.2 建議................................................116
參考文獻................................................117
附錄
A 選擇國際快遞公司B2B業務之評選準則問卷.................120



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