The Study of the Importance and Satisfactory Measures of Logistics Service Quality-An Example of Taiwan's B2C Purchasing Website

• Main Authors: HUANG,YU-HENG, 黃愉恆
• Other Authors: SHIU,JIUN-YI
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/d36ysz

碩士 === 開南大學 === 觀光運輸學院碩士班 === 106 === E-commerce is a business model derived from the convenience of the Internet. This business model has also swept the world at an alarming rate because of its convenience, and will also become the mainstream of the global business model development in the future, and in Asia Pacific, the spending power of e-commerce has become the world's largest e-commerce market in 2014. Among the services provided by e-commerce, logistics services are the last step and an important step to influence success or failure. The main purpose of this study is to focus on the "importance" and "satisfaction" of consumers with regard to the quality of logistics services, two perspectives to explore the expectations of the online shopping logistics service and the experience after the actual experience, and conducted empirical research on three B2C online shopping companies in Taiwan, and use FLPR and VIKOR to find out the weight of consumers' attention to logistics services and the performance value of logistics services provided by 3 B2C online shopping companies. Then compare the difference between the two, and then put forward proposals to improve the quality of logistics services, to the relevant third-party logistics industry and e-commerce industry reference, increase consumer satisfaction. The results of the study showed that "delivery quality", "economic efficiency" and "personal service" are the top three items that consumers value for the quality of B2C e-commerce logistics services.