碩士 / 國立中興大學 / 高階經理人碩士在職專班 / 98 / This research aims at exploring the core competences of the delivery industry and further building up Chunghwa Post’s management opportunity grid and competence matrix. Through the relevant literature, information from related industries, scholars’ opinions and Chunghwa Post’s management concepts, we have generalized 5 dimensions of the service competence of delivery industry consisting of: “reliability,” “geniality,” “efficiency,” “creativity,” and “price rationality.” Moreover, we have further developed 30 capability-attribute related questions to form the questionnaire of this research.
The research samples include the enterprise customers of Chunghwa Post and its two most major competitors, President Transnet Corp. and HCT Transportation. Data of customers’ awareness of importance degree and satisfaction on the service of the delivery industry are collected through questionnaires. Then the core competences of the delivery industry are explored and the management opportunity grid and competence matrix are built through the data analysis. The result of this research will provide both the delivery industry with a direction guidance of strategy making and Chunghwa Post with suggestions and guidance to enhance its service competences.
There are total 118 questionnaires of sampling for this research. After empirical study, the conclusions are as follow:
A. The top ten most important service items considered by customers are: “Shipments are perfectly delivered without damage or loss.”, “Delivery time is customer specified.”, “Servicepersons are active and can provide concrete proposals and reminders.”, “Companies are reliable and trustable.”, “Shipments are delivered in time as promise.”, “Delivery progress is timely reported through text messages or e-mail.”, “Courteous attitude makes customers feel respected.”, “How good and quick the responds to customers’ suggestions or complains can be.”, “The participation in public welfare.” From the top ten items we have induced the core competences to be reliability, efficiency and geniality. Besides, the top ten items show that customers value the basic service competences most. They require the quick, good, and genial delivery more than the beautiful price and creative strategy.
B. The research conclusions suggest Chunghwa Post have improvement priority as follow:
1. Courteous attitude makes customers feel respected.
2. Shipments are delivered in time as promise.
3. Shipments are perfectly delivered without damage or loss.
4. Well organized follow-up system is set to timely follow up the delivery progress.
5. Shipment collection schedule is customer specified.
6. Shipment Delivery schedule is customer specified.
| Identifer | oai:union.ndltd.org:TW/098NCHU5457027 |
| Date | January 2010 |
| Creators | Ying-Nah Lin, 林瑛娜 |
| Contributors | Yu-Ching Chiao, 喬友慶 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 67 |
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