| Summary: | 碩士 === 國立嘉義大學 === 行銷與運籌研究所 === 98 === The home-delivery service has become more important and more competitive due to the increasing demand of electronic commerce and door-to-door service. The factors, such as convenience and promptness, are not enough to satisfy the customer requirement; therefore, the home-delivery service providers have been pursuing different strategies to improve customer satisfaction and increase competitive advantage.
The objectives of this research are to explore the related factors that influence the adoption of home-delivery service, and to evaluate the competitiveness of home-delivery service providers in Taiwan market. Five home-delivery service providers including Takkyubin, Taiwan Pelican Express, T-JOIN Transportation, HCT Transportation and Chunghwa Post are investigated and compared. In order to provide different viewpoints for analysis and comparison, this research design two types of questionnaire to collect data. Specialist questionnaires are used to establish a complete performance evaluation framework for home-delivery service providers, and customer questionnaires are collected to evaluate customer’s expectations of service quality for home-delivery service providers. Analysis network process (ANP) is applied to obtain the relative weights of the evaluation criteria and to reflect interdependencies among criteria and different home-delivery service providers. Importance performance analysis (IPA) is used to analyze customer’s expectations of service quality.
The evaluation results of performance and service quality derived from ANP and IPA can be used by home-delivery service providers to review, improve, and enhance their service planning and quality.
|
|---|
