碩士 / 國立高雄海洋科技大學 / 航運管理研究所 / 99 / The purpose of this research is to discuss the service operations of ocean freight forwarders. Based on the perceptions of both customer and service providers on the services of ocean freight forwarders, the customer’s service requirements were first investigated and validated with a Fuzzy AHP model. The service operations of ocean freight forwarders were then examined from their organizational structure, operational process and standard operation procedures (SOP). Finally, the Quality Function Deployment (QFD) was employed to translate the service requirements into the service operations of ocean freight forwarders, by which the IPA (Importance-performance analysis) was then used to make policies for improving the service operations. As an empirical study, a famous ocean freight forwarder in Taiwan was investigated to validate the research model. The results could provide practical information for ocean freight forwarders to make policies for improving their service operations.
| Identifer | oai:union.ndltd.org:TW/099NKIMT301018 |
| Date | January 2011 |
| Creators | Ping-Hsun Su, 蘇炳熏 |
| Contributors | Wen-Kai Hsu, 許文楷 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 77 |
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