Analyze Service Quality and Satisfaction of Inland Container Terminal in Northern Taiwan - An Example of U Company's Import Container Warehouse

• Main Authors: Liao, Ming-Feng, 廖明峯
• Other Authors: Tsai, Feng-Ming
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/e63kr2

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 106 === Few years ago, there was insufficient space in the hinterland of northern Taiwan, which was easy to cause the queue of loading and unloading shipping containers and the storage space was very crowded. The government agencies actively expanded the establishment and management of inland container terminals to solve the problems in storage management and created container terminals in inland areas. With the new generation of logistics, the free trade port areas and the establishment of international logistics centers, the volume of business affecting inland container terminals has fallen sharply. This study uses an example “U” company, which is one of the most import warehouse of the container terminal, as an example to explore how the industry can improve the service quality to improve customer satisfaction and enhance the competitiveness of the warehousing industry. This study adopts the IPA (Importance-Performance Analysis) method to analyze the project that needs to maintain, adjust and improve the service quality, and to improve the service quality of the operator and improve the satisfaction of the company, in order to achieve the company's sustainable operation. According to the results of the IPA questionnaire research, a total of eight questions need to be improved, including: the convenient location of the container yard, the perfect facilities for loading and unloading, storing and releasing goods; the company will complete the service within the promised time; Appeals and suggestions can be processed and responded within the time limit; the operation process or method can be adjusted at any time to meet the needs of customers; the functions of assisting customers to dismantle the cabinet and make an appointment for pick-up service; the speed and efficiency of cargo pick-up; The education and training and the perfect professional quality; assist the customer to carry out the unpacking and outbound operations in sequence, among which only the complaints and suggestions put forward by the customers can be processed and replied within the time limit, and the projects for the priority improvement of the customers are jointly identified. Warehousing operators should give priority to and deal with. Keywords: Container terminal, import warehouse, service quality, satisfaction level, IPA Analytical method