The Study of Outsourcing Service Quality for Military Transportation Logistics

• Main Authors: Yi-Yuan Li, 李益元
• Other Authors: Yen-Fang Chu
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/86376130246542651155

碩士 === 國防管理學院 === 資源管理研究所 === 93 === Many companies commit non-central functions to outsource service providers to enhance business performance because of widely industry competition. This strategy, adopting efficient market operations, becomes evident for many countries to planning military logistics deployment. Follow this world-wide revolution scheme, our military transportation logistics also coordinate organization reengineering to apply outsourcing service processing to effectively deduct investment and reduce cost. The logistics service quality is the baseline for industries to estimate logistics performance. This study focuses on the outsourcing service quality for military transportation logistics. Our research model is constructed by integration of conceptual model described in PZB (1985) and the I－S Model by Yang (2002) . We have determined the gap in outsourcing service for military, and also the services that require improvement for contractors. The results show: 1. Military does not satisfy the service quality provided by contractors, particularly in the “operation integration” dimension. 2. The views in the value of service quality are modestly different between military and contractors, and military expect more than contractors recognized. 3. The perceived service quality of Military is positive correlation to the overall satisfactions. The results correspond to the ES－PS theory by Parasuraman et al. in 1985, and verify the proposals by Zeithaml & Bitner (1996) in “Service quality is the antecedent of customer satisfaction”.