碩士 / 國立勤益科技大學 / 工業工程與管理系 / 102 / The circulation of transportation activities is a very important service type, among this, wholesaler and retailer who are facing the end of the consumer. Logistics transportation service providers are supported position and roles as manufacturer, wholesaler and retailer between the upstream and downstream in industry, for businesses and manufacturers to pursue customer service satisfaction, and to reduce transportation costs have a significant influence.
Most companies and manufacturers can take advantage of logistics transportation service process with outsourcing way to reduce costs, and to improve efficiency, as long as the transport sector executives can able to closely control the flow, to do good outsourcing management while finding a good professional logistics transportation service company with work, can definitely play a good effect.
The main purpose of this study is to find out how customers to treat professional logistics transportation service company, the development process of satisfaction and the main factors.
This study focuses on setting the fertilizers logistics transportation services in doing the customer satisfaction survey in Taichung with PZB model as the theoretical basis, SERVQUAL scale basis as questionnaire design, and determinants of service quality to identify the basic of service quality dimensions. To use SPSS explore different gender, different ages,different educational backgrounds,different sales and logistics industry turnover time with five dimensions analysis of variance (Tangibles,Reliability,Responsiveness,Assurance,Empathy) and to use depth interviews to validate statistical methods, are summed up the significant factors with "Tangible" dimension of "Equipment and Appearance items","Reliability" dimension of "Customer Satisfaction","Responsiveness" dimension of "Customer Expectations","Assurance" dimension of "Customer Confidence" and "Empathy" dimension of "Friendly Service Given to Customers", as a reference to logistics transportation service providers operating strategy.
| Identifer | oai:union.ndltd.org:TW/102NCIT5041013 |
| Date | January 2014 |
| Creators | Lin, Chun-Hung, 林峻弘 |
| Contributors | Lin, Wen-Tsann, 林文燦 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 87 |
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