| Summary: | 碩士 === 國立交通大學 === 管理學院運輸物流學程 === 99 === The complementary effect produced by e-commerce integrated with home delivery service creates tremendous opportunities. Online shoppers can not only have multiple options, but also collect specified goods sooner and satisfy their shopping desire. Such e-commerce business model has been evolved in recent years and can shorten order cycle time for consumers. However, can this model be applied to specialty foods industry in traditional markets? How should one provide a process to meet the needs of consumers who are interested in specialty foods in traditional markets?
This thesis takes a Taiwan’s home delivery company as an example for study. The main theme focuses on the home delivery company’s intention to build up an integrated platform combining online shopping and home delivery service. Moreover, New Service Development (NSD) model is applied to build the integrated service. This thesis investigates the customers’needs and develops the service process. Quality Function Deployment (QFD) is adopted as the methodology in this study.
And the result reveals that when online shoppers put emphasis on personal information and security of trading mechanism in the perspective of Voice of Customer. Price is also one of important factors that influence consumers when choosing websites and products. As for home delivery service on specialty foods in traditional markets, consumers pay attention to the speed of delivery service, freshness of foods and quick responses from home delivery companies when any problems happen during delivery.
In the perspective of Voice of Engineering, which means the function of a company, the main suggestions for improvement are training personnel, setting up a brand, strengthening system effectiveness and information security.
Finally, through NSD model, assisted by QFD as the research tool to collect real voices from customers and to transfer as basis for improving service process, the researcher believes that this research process can play an important role on new service development for companies.
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