碩士 / 國立交通大學 / 管理學院碩士在職專班運輸物流組 / 95 / The present research studied the theory of “Service Quality Model ” proposed by Parasuraman、Zeithaml and Berry (1985) , and used to measure the Service Quality and the Customer Satisfaction on K Logistic Co.where was in Tainan Science Park . The scope of the study was focused on the customers of K Logistic Co.. Due to privatization of logistic service in science park of Taiwan , the 3rd party logistic service provider can establish distribution center in science park . Therefore , the warehousing and transportation market in the science park of Taiwan were opened to private enterprises . In order to face to the competition market , the distribution centers in science park of Taiwan must think highly of their service quality and customer satisfaction .
The main purpose of this study was to explore the difference between customers’「expected service」and 「perceived service」on distribution centers of science park in taiwan . By reviewing literatures and useing SERVQUAL scale , this study collected some factors of service attributes and service quality from distribution centers of science park in Taiwan , then measuring the diffrerence to different kinds of the customers and the influence of customer satisfaction . The data of questionnaires were collected from the cutomers of K Logistic Co..in Taiwan science park and this study is analyzed by “Paired T Test”,“Factor Analysis”,“ANOVA Analysis” and “Regression Analysis”.
The outcome of this study shows that there is a gap in service quality on K Logistic Co. . In it’s entirety , the customers’“expected service” is highly than “perceived service” . The factors of service attributes and service quality of K Logistic Co. influence customer satisfaction . And the result of this study can provide implications for distribution center in science park to further improve current operations .
| Identifer | oai:union.ndltd.org:TW/095NCTU5725002 |
| Date | January 2007 |
| Creators | 李英信 |
| Contributors | 陳光華 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 108 |
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