| Summary: | 碩士 === 國立勤益科技大學 === 流通管理系 === 101 === Internet shopping environment in Taiwan has matured, when goods and services provided by industry and business model are becoming more similar, the rapid logistics services will be a key factor in the future consumer attention. Because e-commerce transaction process, transmit the demand for physical commodities is unlikely to disappear, so to accelerate speed of service industry has become the focus of operations. Online shopping industry, whether through self-built logistics system, or with third-party logistics cooperation, should be cut from the consumer's point of view, the quality of logistics services to identify key priorities to improve the service order management operations as a reference.
This study is to understand consumers' awareness of the logistics service quality attributes and the level of experience, according to literature summarized in nine dimensions to measure site logistics service quality using SERVQUAL Scale basis for the design of the questionnaire, the use of Kano's model the pros and cons to problem sets designed questionnaire, analyze the service quality elements classified attributes, and calculate the quality attributes of each service level to increase customer satisfaction and reduce the extent of customer dissatisfaction, satisfaction with the use of quality improvement indicators to confirm "benefit improve service quality factors. " Then, re-use of an important level - performance analysis combines quality improvement indicators, draw four-quadrant diagram confirm the "Priority improve service quality elements."
Based on the findings, "I can feel at ease on the transfer of my personal data" can increase customer satisfaction great online shopping industry to grasp their own competitive advantage, will attract customers' attention and increase satisfaction. The bit in the first quadrant of course Ⅳ quality elements " ordering and delivery schedule can provide information ", the enterprise must have the most basic conditions, so that the industry must be a priority improvement projects.
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