臺灣博碩士論文加值系統

In recent years, home-delivery logistics has become one of the popular logistics service customers choose to use in Taiwan. “How to improve the quality of home-delivery logistics service?” has become a crucial issue for the enterprises. This study is to understand the quality of home-delivery logistics service from customers’ viewpoints, and provide the reference to the improvement priority of quality attributes and strategy planning by using an integrated three-dimensional model of the Kano model, importance-performance analysis (IPA), and goal difficulty (GD), in order to understand the service quality attributes that customers concerned and to figure out the attributes should have improvement in priority according to enterprises’ resources and capability.

The result of this study presents the attributes which rank at the top-three in priority for improvement, which are ‘protection of customer’s personal information’, ‘delivery of product without damage’, and ‘reasonable compensation standard to product damage’. These attributes have great importance from customers’ perceptions. However, most of the customers still consider the satisfaction gap between perceptions and practical experiences. And the administrators of home-delivery logistics enterprises believe that to improve these quality attributes is not difficult to accomplish. Thus, it is better for the enterprises to improve these attributes in priority. Further detailed explainations, implication, and suggestions for future researches are also discussed in this study.

In recent years, home-delivery logistics has become one of the popular logistics service customers choose to use in Taiwan. “How to improve the quality of home-delivery logistics service?” has become a crucial issue for the enterprises. This study is to understand the quality of home-delivery logistics service from customers’ viewpoints, and provide the reference to the improvement priority of quality attributes and strategy planning by using an integrated three-dimensional model of the Kano model, importance-performance analysis (IPA), and goal difficulty (GD), in order to understand the service quality attributes that customers concerned and to figure out the attributes should have improvement in priority according to enterprises’ resources and capability.

The result of this study presents the attributes which rank at the top-three in priority for improvement, which are ‘protection of customer’s personal information’, ‘delivery of product without damage’, and ‘reasonable compensation standard to product damage’. These attributes have great importance from customers’ perceptions. However, most of the customers still consider the satisfaction gap between perceptions and practical experiences. And the administrators of home-delivery logistics enterprises believe that to improve these quality attributes is not difficult to accomplish. Thus, it is better for the enterprises to improve these attributes in priority. Further detailed explainations, implication, and suggestions for future researches are also discussed in this study.

Abstract i
Acknowledgement ii
Table of Content iii
Figures v
Tables vi
Chapter 1 INTRODUCTION 1
1.1 Background and Motivation 1
1.2 Research Purpose 6
1.3 Research Scope 6
1.4 Research Process 7
Chapter 2 LITERATURE REVIEW 9
2.1 Logistics Service Quality 9
2.2 Kano Model 14
2.3 Importance-Performance Analysis 19
2.4 Goal Difficulty 22
Chapter 3 METHOD 24
3.1 Theoretical Three-dimensional Model 24
3.2 Measurement 31
3.3 Data Collection 33
3.4 Statistics Analysis Method 34
Chapter 4 RESULT 36
4.1 Sample 36
4.2 Reliability and Validity Analysis 39
4.3 Kano Model Analysis 43
4.4 Importance-Performance Analysis 53
4.5 Goal Difficulty Analysis 58
4.6 Alliance Index (AI) 60
Chapter 5 CONCLUSION AND SUGGESTION 66
5.1 Conclusion 66
5.2 Discussion 69
REFERENCES 78
Appendix 1 – Customer Questionnaire 87
Appendix 2 – Related Administrator Questionnaire 91

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