碩士 / 中原大學 / 企業管理研究所 / 97 / The enterprises have been outsourcing their non-core business to outside party years ago. Practically, it has been proved that outsource service providers can assist enterprises in achieving their anticipated business goals and interests. From the service providers’ point of views, service appraisal requested by enterprises onwards and the continuously maintenance and development on enterprise relationship are the key factors on enterprises’ decision in selecting outsource vendors. As a matter of fact, in order to meet enterprises’ expectation aiming for good customer relationship, container transport vendors nowadays have to make un-volunteer price cut on their own side whenever enterprises are either considering whether or not to keep the current cooperation or trying to minimize their costs. It is also found that enterprises have been enjoying the unlimited price cut on service providers’ side and, in reality, do not care their relationship with the service providers at all. Under this circumstance, the relationship between enterprises and service providers will be valueless.
The situation can be even worse during the economic recession period of time. Price appears to be the only factor dominating enterprises’ decision in selecting container transport service providers regardless of customer relationship. As such, the main purpose of this paper is to examine various factors which should be taking into consideration while outsourcing container transport service and thereafter to prioritize factors to the success of outsourcing contain transport business.
The paper will first review some academic studies from domestic and international in customer relation, relational quality, service quality, service value and level analysis and then to summarize the importance of service quality in managing customer relationship while outsourcing container transport service. Finally, we will equip the AHP, the level analytical method, with all factors identified in this paper to develop the decision-making factors and the important guidelines in selecting outsourced container transport service providers.
The data analyzed and finding concluded in this paper are based on the customer questionnaires conducted in a well-known container transport company. The recommendation given to all container transport service providers in this paper is to differentiate themselves by providing tailor-made CBA (cost and benefit analysis) on different groups of enterprise to effectively increase business opportunities as a consequence of achieving anticipated business goal.
| Identifer | oai:union.ndltd.org:TW/097CYCU5457003 |
| Date | January 2009 |
| Creators | Jenn-Fang Lin, 林振芳 |
| Contributors | Yuh-Yuan Guh, 顧志遠 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 96 |
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