| Summary: | 碩士 === 國立交通大學 === 管理學院運輸物流學程 === 99 === With the advance of medical technology, transnational cooperation model of drug development has become more and more prevailing in the worldwide scale. To reach the international standard of drug administration regulations, the logistics industry has now raised the need of cold chain transportation from basic requirements, including on-time delivery and packaging integrity, to temperature controlled distribution with the standardized monitoring report. More specifically, the higher standard of transportation increasingly challenges the pharmaceutical logistics industry – namely, apart from the basic logistics requirements, the capability of forming a cold chain transportation model is a key competence for an international pharmaceutical logistics company. However, as a commonly adopted model, the cold chain transportation model itself cannot enhance the yield as the result of redundant transportation until now, making the drug transportation uncontrollable costs for medical companies.
Consequently, creating a cold chain service model which can greatly improve the service quality and enhance the transportation yield in an effective and innovative manner and offering customers exactly what they expect for achieving the greatest satisfaction has become one of the most critical issues for the pharmaceutical logistics industry.
This study takes the major provider of cold chain logistics as an example to investigate the service quality attributes for the international express industry. The Kano two-dimension model is utilized as the questionnaires design to discover the service quality attributes that customers most concern about, helping the New Service Development (NSD) activate the new cold chain logistics service model to satisfy customers, and meanwhile acquiring the service quality attributes which need to be modified for an even more innovative service model in the future.
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