| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 92 === Through years of industrialization in Taiwan, the inland terminal industry in Taiwan had ever been a very significant role under the rapid commercial and industrial development. From the very hard beginning till today’s achievement, the inland terminal industry has experienced cycles of recession and recovery. However, since 1990’s, industry upgrading and business moving out of Taiwan have caused unprecedented impact on the inland terminal operation, Moreover, after 1997 Asia Financial Crisis, the inland terminal business has more and more difficulty on operation due to lots of labor-intensive industries were forced to move out of Taiwan. That’s why almost every corporation struggle for survival by leveraging Supply Chain Management for lowering the operation costs and upgrading service level. In case there are more than one strategy group exist in Supply Chain Management model, whether if any differentiation shown on the Customer Satisfaction.
The research target for this study had involved users of inland terminal, shipping company, shipping agency and forwarder. Total 76 successful questionnaires are gathered.
The research findings are as the following:
(1) 5 strategy groups have been found in different SCM models.
(2) Differentiation does exist in the five strategy models.
(3) Higher and positive evaluation can be expected on “staff service attitude & flexible service profession” for the corporation, who are focusing more on the factor of “complete/perfect service & low cost”, ”standardized operation procedure & sales promotion ability”, “fluent transportation & communication”.
(4) Different result happened on the customer satisfaction due to different strategy group applied on the focused factors.
(5) This research found that strategy group 3 and 4 gain the highest customer satisfaction, then group 1 and 5 and group 2 is the last one.
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