碩士 / 國立高雄海洋科技大學 / 航運管理研究所 / 99 / International shipping companies not only provide tradional sea/land transportation service purely in terms of “carrier”, but extend to offer “ one-stop service” including transport, warehousing, packing, simple processing, and logistics services, therefore how to delivery cargoes from the departure point to the destination via these associated various functions, reduce the cost of operation and promote shipping efficiency to meet the diversify customer’s requirement has become an important issue.
This study attempts to analyze the exporting cargo flow by using the customer-oriented based on service quality method, and, combining fuzzy set theory with quality function deployment, make a study on improvement service quality for the international logistics operated by shpping company and to determine the priority of improvement service base on the weight was calculated, delivery the voice of customer to the company for the purpose of improvement effect maximization.
From customers service perspective, empirical analysis shows that the top 3 in perception gap of service quality are “Employee ‘s expertise to solve customer problem”, “The ability and efficiency of employee handle emergency” and “Respond customers inquiry correct and rapid” in the customer requirement respectively, there is necessary to strengthen.
Furthermore, from the technique requirement perspective, this study suggests that the education and training of sale department should be strengthened to boost competitiveness of sophisticated personals for the purpose of sustainable development of an enterprise.
| Identifer | oai:union.ndltd.org:TW/099NKIMT301016 |
| Date | January 2011 |
| Creators | Chi-Yu Sung, 宋啟宇 |
| Contributors | Yi-Chih Yang, 楊鈺池 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 119 |
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