Customer satisfaction on different integration in air cargoindustries

• Main Authors: Tung-Yand Tu, 杜東諺
• Other Authors: Yung-Hsiang Cheng
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/18633302434497182605

碩士 === 國立高雄第一科技大學 === 運籌管理所 === 94 === Shanghai has been the largest export destination from Taiwan since 2003. It has shared over 15.8% in total export air cargo volume on 2005. In this sector, there are two major patterns of door to door service. The one is the pattern of vertical integration, the second is strategic alliance. What is the influence to customer satisfaction between vertical integration and strategic alliance service quality of air cargo industries. There are two sections in this study. The first section of this study is based on concerning theories of vertical integration and strategic alliance. We made a comparison on these two strategic patterns and which integrated circumstances. A SERVQUAL Scale on customer satisfaction has been established. The second section of this study is to research the shipper who has used the door to door air cargo service to Shanghai. To investigate the customer satisfaction by using these two kinds of different strategic patterns service. A designed questionnaire is used to collect the data of customer satisfaction on these two kinds of different service qualities. Results of some statistic analyses, namely descriptive statistics, “t“ distribution, One Way ANOVA, hence examine the five proposed hypotheses of this research. It is shown: 1).The hypothesis which supposed there is a conspicuous difference on different industries’ customer satisfaction to vertical integration service quality is partial established. 2).The hypothesis which supposed there is a conspicuous difference on different industries’ customer satisfaction to strategic alliance service quality is partial established. 3).The hypothesis which supposed there is a conspicuous difference on different turnover volume’s enterprise customer satisfaction to vertical integration service quality is partial established. 4).The hypothesis which supposed there is a conspicuous difference on different turnover volume’s enterprise customer satisfaction to vertical integration service quality is partial established. 5).The hypothesis which supposed there is a conspicuous difference to customer satisfaction on different ~ iv ~ strategic patterns’ service quality is partial established. According to the descriptive statistic analysis: (1). Pattern of vertical integration has higher customer satisfaction than strategic alliances. (2). Customer satisfaction questionnaire on a multiple-item scale for measuring consumer perceptions of service quality found: Pattern of vertical integration has the tendency of broadly distribution and upper performance; strategic alliance has the tendency of concentration but lower performance. (3). Medial & small size of enterprises have higher degree of customer satisfaction than large size whatever pattern of vertical integration and strategic alliance. Results of the study suggest: Due to the bigger gap on tangible & responsiveness service quality measuring items between pattern of vertical integration and strategic alliance. It is suggested to focus and improve on these ways. Finally, for the sake of air cargo industries’ reference, this study re-summarized all of suggestions by using six scales of strategic pattern.