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研究生:黃佳靖
研究生(外文):Chia-Ching Huang
論文名稱:應用QFD與三維IPA模式於航空貨運承攬業之服務品質改善
論文名稱(外文):Applying QFD and three-dimensional IPA models to improving the service quality of air freight forwarders
指導教授:于鴻福于鴻福引用關係
指導教授(外文):Hong-Fwu Yu
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:商務經營研究所
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
畢業學年度:100
語文別:中文
論文頁數:119
中文關鍵詞:航空貨運承攬業服務品質法分析層級程序品質機能展開三維重要度績效分析
外文關鍵詞:air freight forwarderservice qualityAHPQFD3-IPA
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3C 產業是台灣的經濟命脈,基於產品生命週期的日趨縮短和交期的壓力,以致航空貨運已成為 3C 業者交貨時之貨物運輸的主力。在貨物託運上,由於辦理運送之流程較為繁瑣,故絕大多數的顧客會選擇委託航空貨運承攬業進行承辦貨物運送之業務。然而在航空貨運承攬業達千家的激烈競爭下,服務品質已成為航空貨運承攬業永續經營的關鍵因素,因此服務品質之改善已成為業者提升競爭力之關鍵,故本文之目的即是要探討航空貨運承攬業之服務品質改善問題。首先,在參考文獻及進行專家晤談後,本文以 PZB 模式建立航空貨運承攬業顧客之服務品質需求架構,應用分析層級程序法 (analytical hierarchy process, AHP) 作問卷調查確認顧客需求項目的重要度及滿意度,並結合品質機能展開法 (quality function deployment, QFD),將顧客端的服務需求轉換成業者端的作業需求。最後,應用三維重要度績效分析法 (three-dimensional importance-performance analysis, 3-IPA) 進行改善優先順序之排序,進而調整航空貨運承攬業在其服務作業的資源配置。以外,本文以國內某一航空貨運承攬業為例,以說明此模式的實證程序。本文結果顯示,個案公司須優先改善的服務作業項目為:收受並記錄貨物狀況、資訊系統的開發、承攬作業、貨物追蹤等四項,這項研究結果將有助於航空貨運承攬業進行未來的策略規劃。
3C industry is the core of Taiwan’s economy. Due to the shorter and shorter life cycle and the pressure of delivery, air transportation has become the most important transportation tool for the 3C industry. In consignment of cargos, because it is very complicated for consignors to handle directly the procedure of cargos convey, most of the consignors entrust the air freight forwarders to undertake the procedures of cargos consignment. However, because the number of air freight forwarders has grown rapidly, the market has become very competitive. Hence, how to improve the service quality has become a necessary condition for air freight forwarders to complete with others. The purpose of the paper is to study the improvement of service quality of air freight forwarders. As an empirical study, an air freight forwarder in Taiwan is investigated to validate the research model. First, by literature survey and consulting with experts, the structure of service characteristics of air freight forwarders is established. Next, based on the PZB model and the AHP technique, a questionnaire is designed to determine the importance and the satisfaction for the service characteristics from consignors. Sequentially, the technique of QFD is utilized to convert the importance and the satisfaction for the service characteristics to those of the operations for the air freight forwarder. Finally, the priorities of the operations for improvement are determined through the three-dimensional importance-performance analysis (3-IPA). The numerical results indicate that operations with higher priorities for improvement are as follows: receiving and recording of cargos, developing of information system, forwarding of operation, tracing of cargos.
中文摘要 --------------------------------------------------------------------------- i
ABSTRACT --------------------------------------------------------------------------- ii
誌謝 --------------------------------------------------------------------------- iii
表目錄 --------------------------------------------------------------------------- vii
圖目錄 --------------------------------------------------------------------------- ix
第一章 緒論--------------------------------------------------------------------------- 1
1.1 研究動機------------------------------------------------------------------------ 1
1.2 研究目的------------------------------------------------------------------------ 7
1.3 研究對象與範圍--------------------------------------------------------------- 8
1.4 研究步驟與流程--------------------------------------------------------------- 8
第二章 文獻探討----------------------------------------------------------- 10
2.1 航空貨運承攬業--------------------------------------------------------------- 10
2.1.1 航空貨運承攬業之角色---------------------------------------------- 10
2.1.2 航空貨運承攬業之業務發展---------------------------------------- 11
2.1.3 航空貨運承攬業之發展趨勢----------------------------------------- 12
2.2 服務品質------------------------------------------------------------------------ 14
2.2.1 服務品質之模式與衡量構面---------------------------------------- 14
2.2.2 航空貨運承攬業之服務品質衡量構面---------------------------- 21
2.2.3 服務品質之重要性---------------------------------------------------- 23
2.3 分析層級程序法 (AHP) ----------------------------------------------------- 25
2.3.1 AHP 之應用與發展-------------------------------------------------- 25
2.3.2 AHP 之步驟------------------------------------------------------------ 27
2.3.3 AHP 的效益------------------------------------------------------------ 30
2.4 品質機能展開法 (QFD) ----------------------------------------------------- 31
2.4.1 QFD 之起源與發展--------------------------------------------------- 31
2.4.2 QFD 之效益------------------------------------------------------------ 32
2.4.3 QFD 之執行程序------------------------------------------------------ 34
2.5 重要度績效分析法 (IPA) --------------------------------------------------- 37
2.5.1 IPA 之意義與發展---------------------------------------------------- 37
2.5.2 IPA 之執行程序------------------------------------------------------- 38
第三章 問卷設計與分析方法-------------------------------------------- 41
3.1 問卷設計------------------------------------------------------------------------ 41
3.1.1 顧客端服務需求項目 (VOCs) 之AHP問卷-------------------- 41
3.1.2 顧客端服務需求項目 (VOCs) 之滿意度問卷------------------ 44
3.1.3 業者端服務作業項目 (VOEs) 之AHP問卷-------------------- 45
3.2 問卷分析方法------------------------------------------------------------------ 48
3.2.1 顧客端服務需求項目權重之轉換---------------------------------- 48
3.2.2 顧客端服務需求項目滿意度之轉換------------------------------- 53
3.2.3 三維 IPA 模型-------------------------------------------------------- 54
第四章 研究結果分析與建議-------------------------------------------- 60
4.1 基本資料統計與信效度分析------------------------------------------------ 60
4.2 顧客端服務需求項目之權重與滿意度轉換與業者端權重分析------ 62
4.2.1 顧客端服務需求項目權重和滿意度之轉換---------------------- 62
4.2.2 業者端權重分析------------------------------------------------------- 73
4.3 三維 IPA 模型分析------------------------------------------------------------ 75
4.4 建議------------------------------------------------------------------------------- 79
第五章 結論與未來研究方向--------------------------------------------- 82
5.1 結論------------------------------------------------------------------------------- 82
5.2 未來研究方向------------------------------------------------------------------- 83
參考文獻----------------------------------------------------------------------- 85
一、中文部分------------------------------------------------------------------------------- 85
二、英文部分------------------------------------------------------------------------------ 87
三、網路資料------------------------------------------------------------------------------- 92
附錄----------------------------------------------------------------------------- 94
附錄一 顧客端 AHP 問卷------------------------------------------------------------- 94
附錄二 顧客端滿意度問卷-------------------------------------------------------------- 100
附錄三 業者端 AHP 問卷-------------------------------------------------------------- 102
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