碩士 / 國立高雄海洋科技大學 / 航運管理研究所 / 100 / Ocean freight Forwarder services are continuous services which exist in the long-term interaction relations between customer and the shipping contract industry. In Taiwan, Forwarder committed to marketing activities, which show that customer relationship management is considered one of the most important management strategies in this area, besides, loss of customers should pay more attention to this issue. This research aims for risk and management strategy of customers loss in ocean freight forwarder industry.
This research is divided into two stages. For the first stage, factors of customers loss will be measured which are recognized by risk segments in ocean freight forwarder industry. The survey research is used Likert-type five-point Scale to approach summat rating scale with statistical analysis. 201 questionnaires will be returned to analyze between ocean freight forwarder and customers. The results of survey show 3 key risk factors. Respectively, “P1 freight fee changes resulted in loss”, “P2 without better discount offers resulted in loss” and ”B1 Inflexible time of freight bill paid up resulted in loss”.
For the second stage, the survey research will be divided into 3 dimensions and 9 risk management strategies using Analytic Hierarchy Process(AHP) to analyze.The research undertook a confirmatory factors analysis to analyze the responses to ascertain how “ Sales activity”, “Operation(OP)” and “Business Operation” positively affect risk management improvement. Generally speaking, the 3 main solving strategies in sequence will “ Strengthen market sensitivity and responded ability for sales personnel”, “Strengthen to deal with abnormal status of goods processing and the ability of cargo tracking” and “Customization service”
Related findings and reference shall be provided to maritime transport industry for managing customer loss of risk factors.
| Identifer | oai:union.ndltd.org:TW/100NKIMT301020 |
| Date | January 2012 |
| Creators | Lin, Shinhung, 林信宏 |
| Contributors | Tseng, Wenjui, 曾文瑞 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 83 |
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