碩士 / 國立臺灣海洋大學 / 航運管理學系 / 103 / With the increasing of international trade volume, maritime transporthas become the dominanat way for transorting goods globally.Enhance competitiveness, many shipping companies have setup their logistics subsidiaries, which have become the competitors of freight forwarders. Therefore, service quality is playing an important role for shippers to select their freight forwarding service providers. In this study, quality function development (QFD) and Analytic Hierarchy Process (AHP) are applied to analyze the importance of service qualityabout freight forwarding service. This study takes a Taiwanese forwarder which is a representitive company in Intra-Asian market as an example to constructure a house of quality (HOQ). The result found that, the critical items concerned by most customers are “emergency or unexpected situations can be handled quickly”, “high amount of claims”,“high reliability of schedule”, “customized shipping and cargo tracking ”and “flexibiliy of freight rate” etc. These items are of priority to be improved for the forwarders which focuse on the Intra-Asian market.
Keywords: freight forwarder, service quality, QFD, AHP
| Identifer | oai:union.ndltd.org:TW/103NTOU5301016 |
| Date | January 2015 |
| Creators | Tsai, Chih-Hung, 蔡志宏 |
| Contributors | Chao, Shih-Liang, 趙時樑 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 84 |
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