碩士 / 國立海洋大學 / 航運管理學系 / 91 / Abstract
This paper, focuses on the oceanfreight forwarder, adopts the approach of Quality Function Deployment to systematically explore overall service operation in terms of quality and technical aspects. We survey the shipper’s needs and develop the needs dimensions by using the methods of Factor Analysis, four factors are obtained: sense of occasion and operation convenience, completeness of service, ability of goods delivery and expense.
Based on these factors and by using the approach of Quality Function Deployment, shipper’s wants on the service quality will be transformed to technical of service quality. Finally, the house of quality is used to construct the priority of executing feasible alternatives for enhancing the service quality of oceanfreight forwarder. The results of this study reveal that the following five items of service quality need to be urgently improved: employee’s service attitude, option and accuracy schedule of shipping, provide sufficient shipping space afford the convenience operation procedure, the ability of tracing and controlling goods.
| Identifer | oai:union.ndltd.org:TW/091NTOU0301009 |
| Date | January 2003 |
| Creators | 干淑芬 |
| Contributors | 梁金樹 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 89 |
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