便利商店對物流服務績效滿意度之研究

• Main Authors: MING-LANG YANG, 楊銘郎
• Other Authors: FANG WEN-CHANG
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/23206243804740080663

碩士 === 國立臺北大學 === 企業管理學系碩士在職專班 === 90 === Abstract The motivation and background of this survey is to evaluate the performance of logistics services as which are not only much to do with the development of overall logistics industry, but also with great effects to the upgrade of industry competitiveness as well as Taiwan being a Asian Operating Center. This market survey is trying to approach from customer satisfaction aspect and targets the recent booming convenient chain stores as interviewees to understand how logistics services satisfies them. We will make conclusion and recommendations in order to benefit both logistics industry and retailers. In accordance with the survey background and motivation, this survey is expected to achieve the following objectives: 1.To understand chain stores’ satisfaction level in logistics services. 2.To understand chain stores’ level of importance in logistics services 3.To analyze the differentiation between customer satisfaction and importance 4.To understand the appropriateness of resources utilization and relative competitive position between logistics services companies 5.To provide with recommendations to the logistics companies and convenient chain stores based on the survey result. This survey aims to the study of logistics services that distributors provide to their retailers in logistics industry. The content and structure of the questionnaire is designed through the study of literature and company business practices. There are six subjects: 1.Study of Convenient Chain Stores 2.Definition and Type of Logistics 3.Benchmark of customers service performance 4.Procedure and structure of customer service in logistics industry Method of performance evaluation for customer services — PZB service quality model 5.Method of performance evaluation for customer services — customer service matrix Methods of research used in this survey include: quantitative analysis, descriptive analysis, PZB service quality model - the difference of five gaps, service strategy matrix — performance evaluation matrix (PEM), service strategy matrix— CPM analytic tools and model. Major contents of this survey are: 1. Analysis of customer satisfaction and importance in convenient chain stores 2. Analysis of the difference in service performance between customer satisfaction and importance 3. Performance evaluation and competitive position analysis for logistics service providers In the reflection of the real situation in the industry, we interviewed the owner of the convenient stores individually. Moreover, for the collection of effective data and in the comparison of the differences among convenient chain stores, we choose 3 retail stores for each within the 6 convenient chain stores that are with the scale of running above 300 stores in the market. And 3 private-owned convenient chain stores as our survey pool, there are 21 stores selected for this survey. This survey use the tool of Likert, and according to the data analysis, the average of overall service satisfaction rate is 4.3, average of importance rate is 6.0, there is about 1.7 difference in between. The overall service level within logistics service providers varies considerably. On the other hand, they are with strengths and weakness in their competitive position. Generally Speaking, there is a considerable discrepancy between service performance and importance. To logistics service provider, there is room for improvement. Last, this research work out the conclusion, recommendations and further research suggestions in accordance with research result. Key words：Satisfaction、Importance、PZB model、Performance Evaluation Matrix（PEM）、Competitive Position Matrix（CPM）