隨著自由化與全球化的經濟發展下，企業面對全球市場的激烈競爭與客戶需求的發展，在經營策略上紛紛將供應鏈管理延伸至全球運籌管理(Global Logistic Management, GLM)。在全球化經濟發展下，企業不斷追求高時效遞送服務的需求，而國際快遞業者在服務與品質上更不斷的推陳出新，以符合企業需求的標準，導致企業在選擇B2B交易模式的國際快遞業者時顯得更加困難。
本研究，透過探討關係品質與顧客忠誠度之間的關係，以及考慮客戶特性的可能影響，以提供企業經營與學理發展更豐富的管理與研究意涵。便更深入探討國際快遞業者所發展之關係品質模式，以提供業者實際營運上之參考與運用。本研究以國際快遞業者的客戶為研究物件，透過橫斷面統計分析，描述國際快遞業者所發展之顧客忠誠度，探討關係品質對顧客忠誠度兩構面之個別影響關係，並且加入情境因素－客戶特性進行情境因素之干擾效果分析比較。
With free market and globalization, enterprises have changed their strategies from management of supply chain to Global Logistic Management (GLM). Due to the global economical development, enterprises constantly pursue the need to effective delivery service. In addition, international delivery companies have to come up with strategies in providing better services and quality in order to meet the customers’ need. Therefore, enterprises have encountered difficulties in choosing the correct delivery service providers in B2B transaction method.
Therefore, through the study on the relationship quality, customers’ royalty, and clients’ characteristics, we can provide more information for enterprise management. Due to the facts and related research, this study will discuss the method developed by the international express delivery companies. We can understand the background of the development of relationship quality. This study focuses on clients. Through the vertical analysis, we will describe the royalty developed by international express delivery companies, talk about the inter-relationship between quality relationship and customers’ royalty and compare with the characteristics of clients.
