| Summary: | 碩士 === 國立雲林科技大學 === 工業工程與管理系 === 102 === The marketplace in international express delivery industry is
competitive. By understanding considerations of customers, the service
providers could develop appropriate strategies to improve customer
satisfaction, increase the loyalty of customers. Questionnaire is designed for
customers of financial and high-tech companies. The effective rate of
response is 51%. Descriptive statistics are used to describe the
consideration factors of customers in selecting international express service
providers. T test is conducted to compare the difference between financial
and high-tech companies. Kruskal–Wallis H test is applied to tell the
difference between several service providers. Finally, cluster analysis is
used to describe the characteristics of different groups of customers.
The results show that the most important consideration of customers in
selecting international express service provider is core service, and the most
unimportant is price. The considerations of financial and high-tech
companies in selecting international express service provider show no
significant difference in t-test. Thus, international express service providers
don’t need to develop strategies for different industries. Comparing service
providers of DHL, FedEx, UPS and EMS, the factors of technology and
brand equity are significant. Hence, it is recommended that international
express service providers can enhance the capabilities of information
systems and brand marketing. In cluster analysis, customers are segmented
into two groups: the main considerations of the first group are core service
and service encounter; the main considerations of the second group are
price, convenience, technology and brand equity; the clustering results can
offer service providers to develop marketing strategy.
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