Relationships between Inner Resources and Customer Service Values for Ocean Freight Forwarders

• Main Authors: Su-Hua Wei, 韋素華
• Other Authors: Hua-An Lu
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/48934743001769126102

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 101 === This study explores systematically the relationships between inner resources and customer service values of ocean freight forwarders. In terms of Quality Function Deployment techniques, the main concept focuses on reasonably allocating inner resources of ocean freight forwarder to improve customer service values. Data was collected and analyzed using the methods of factor analysis. Five factors are obtained: convenience of service and information, stability of service, service ability, service perception and value-added. Based on top three factos and by using the approach of Quality Function Deployment, ocean freight forwarder’s demand of service value would be transferred to technical requirement of service quality. Finally, the house of quality is used to construct the priority of inner resources for enhancing the service value of ocean freight service. The main results of this study reveal the following five items are most vital inner resources to improve customer service value: (1) personal recruits, (2) in-service training, (3) cargo tracking system on web, (4)motivation mechanism and (5)diversified multiple provide logistics service