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研究生:陳喬惠
研究生(外文):Chiao-Hui Chen
論文名稱:應用QFD和三維IPA模式於海運承攬運送業之服務品質改善
論文名稱(外文):Applying QFD and three-dimensional IPA models to improving the service quality of ocean 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:87
中文關鍵詞:服務品質海運承攬運送業品質機能展開三維重要度績效分析法
外文關鍵詞:Service quality3D-IPAOcean freight forwardersQFDthree-dimensional Importance-Performance Analysis
相關次數:
  • 被引用被引用:6
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  對外貿易是台灣的經濟命脈,而其中出口貨物之運輸則以海運為大宗;惟除託運之貨物量大的客戶對海運業者有議價空間之優惠且享有港對港 (port-to-port) 的服務外,一般貨物量少之貨主則有賴承攬業者將貨源集中,以向海運業者爭取較優惠之運費,並利用承攬業者提供之戶對戶 (door-to-door) 複合運送服務,以省去繁雜的託運和通關手續。國內之海運承攬運送業者目前為數眾多,競爭非常激烈;而於此一激烈的競爭市場中,唯有強化服務品質、提高顧客之滿意度,才能永續經營。本文之目的即是要結合 PZB、AHP 和品質機能展開 (quality function deployment; QFD) 等技術,並提出三維的重要度績效分析法 (three-dimensional importance-performance analysis; 3D-IPA),以建構一套新的服務業品質改善模式。本文並以一家國內的海運承攬運送業為例,來進行模式的實證研究。本文之研究結果顯示,該業者之主要改善的服務作業項目為「報關作業」、「進倉作業」,次要改善之服務作業項目為「出倉作業」、「貨物裝拆櫃與再包裝」、「資訊系統維護」等;另外,本文亦針對上述五項服務作業項目提出改善建議。
Foreign trade is the main power for the economic development of Taiwan. ocean transportation is the main way to deliver cargo in foreign trade for Taiwan. The shippers with large volume cargo can obtain discounts and port-to-port services from ship companies. However, the shippers with small volume cargo usually entrust their cargo to ocean freight forwarders. When the ocean freight forwarders collect enough cargo, they can negotiate with ship companies to require discounts. Freight forwarders not only provide door-to-door service but also assist their customers preparing shipping documents and solving processing problems. So far, there have been a great many of sea freight forwarders in Taiwan, so the market is very competitive. Hence, the only way for the ocean freight forwarders to survive in the competitive market is to improve their service quality and increase customers’ satisfaction. The main purpose of this study is combine the techniques of PZB, AHP, and QFD with a 3D-IPA (three-dimensional Importance-Performance Analysis) technique proposed by this study to build up a new model for the quality improvement of service industries. Besides, this study uses a domestic sea freight forwarder as an empirical study to illustrate the proposed model. The empirical results indicate that “custom clearance” and “warehouse entry” are the services with the highest priority in need of improvement for the sea freight forwarder; besides, “warehouse withdrawal”, “loading/unloading and repackage freight” as well as “maintaining information systems” are those with the secondary priority in need of improvement for the sea freight forwarder. At the end of this study, we also provide suggestions for enhancing the services mentioned above.
摘 要 I
ABSTRACT II
誌謝 IV
圖目錄 VII
表目錄 VIII


第一章 緒論 1
1.1 研究背景 1
1.2 研究目的 7
1.3 研究流程 8

第二章 文獻探討 9
2.1 服務品質 9
2.1.1 服務品質之模式 9
2.1.2 服務品質衡量之構面 12
2.1.3 海運承攬運送業服務需求屬性 15
2.2 QFD 簡介 16
2.3 AHP 簡介 19
2.3.1 AHP 之步驟 19
2.4 IPA 簡介 22

第三章 問卷設計與分析方法 24
3.1 問卷設計 24
3.1.1 服務品質問卷 24
3.1.2 顧客端之服務需求 AHP 問卷 26
3.1.3 業者端之 AHP 問卷 27
3.2 問卷分析之方法 30
3.2.1 QFD 30
3.2.2 三維 IPA 模式 35

第四章 資料分析 40
4.1 權重分析 40
4.1.1 服務需求項目對顧客端之重要度 40
4.1.2 服務作業項目對業者端之重要性 49
4.2 滿意度與績效分析 50
4.3 個案公司服務作業之三維 IPA 分析結果 56
4.3.1 建議 60

第五章 結論與未來研究方向 62
5.1 結論 62
5.2 未來研究方向 63


參考文獻 64
附錄 71
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