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研究生:張弘宗
研究生(外文):Hung-Chung Chang
論文名稱:應用模糊容忍區間建構提升服務品質之服務屬性排序模式-以臺灣航空貨運承攬業為例
論文名稱(外文):Applying Fuzzy Zone of Tolerance to Construct the Priority Model of Service Attributes for Improving Service Quality: A Case of Air Freight Forwarders in Taiwan
指導教授:梁金樹梁金樹引用關係朱經武朱經武引用關係
指導教授(外文):Gin-Shuh LiangChing-Wu Chu
學位類別:博士
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:2013
畢業學年度:101
語文別:中文
論文頁數:72
中文關鍵詞:容忍區間模糊集合理論模糊容忍區間模糊基準之績效比率服務品質
外文關鍵詞:Zone of toleranceFuzzy set theoryFuzzy zone of toleranceFuzzy-based performance ratioService quality
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本研究主要研究目的是以模糊容忍區間的概念發展一套在模糊環境下可改善服務屬性排序的系統性演算法。首先,利用一般化的平均數、精確值的容忍區間、模糊集合理論以建構模糊容忍區間和已模糊化的績效比率。其次,結合模糊集合理論、模糊容忍區間,以及已模糊化的績效比率等概念提出一個可改善服務屬性排序的演算法。最後,以臺灣航空貨運承攬業為例,對所提出的演算法進行實證分析的應用。本研究結果顯示「貨況異常時,主動回報和妥善處理」為最需優先改善的服務屬性。本研究最主要的貢獻是提出一套實際可行的演算法提供企業應用,以幫助管理者瞭解營運上最需改善服務屬性排序以提升績效,以及獲得較高的顧客滿意水準。
The main purpose of this research is to develop a systematic algorithm to prioritize the service attributes to be improved based on a fuzzy zone of tolerance (fuzzy ZOT). First, generalized means, a precise ZOT, and fuzzy set theory are used to construct a fuzzy ZOT and a fuzzy-based performance ratio. Then, by combining the concepts of fuzzy set theory, the fuzzy ZOT, and the fuzzy-based performance ratio, an algorithm is presented for prioritizing service attributes needing improvement. Finally, an empirical study is carried out involving prioritizing service attributes that need improvement in the airline cargo business in Taiwan to demonstrate the application of the proposed algorithm. The results of this research show that proactive response and problem-solving in abnormal cargo situations has the highest priority for improvement. The main contribution of this research is to develop a practical algorithm for business application to help managers understand operational service quality to improve performance and to maintain high levels of customer satisfaction.
謝辭 i
摘要 iii
Abstract iv
目錄 v
表目錄 vii
圖目錄 viii
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究範圍 4
1.4 研究流程 5
1.5 章節架構 6
第二章 文獻探討 7
2.1 服務品質之定義 7
2.2 服務品質之衡量方法 12
2.3 容忍區間 18
2.4 重要度-績效分析 19
第三章 航空貨運承攬業發展沿革與現況 21
3.1 航空貨運的特質 21
3.2 航空貨運承攬業發展沿革 24
3.3 航空貨運承攬業產業現況 25
3.4 航空貨運承攬業之定位 29
第四章 研究方法 32
4.1 模糊集合理論 32
4.2 三角形模糊數及其運算 32
4.3 三角形模糊數之排序 33
4.4 模糊容忍區間 34
第五章 提升服務品質之服務屬性排序模式之建構 36
5.1 基本概念 36
5.2 提升服務品質之服務屬性排序算則 39
第六章 實證研究 42
6.1 託運人之服務需求屬性 42
6.2 問卷設計與問卷調查 44
第七章 結論與建議 59
7.1 結論 59
7.2 建議 60
參考文獻 61
一、中文部份 61
二、英文部分 63
附錄 研究問卷 68

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