PZB服務品質模型探討物流配送作業管理與顧客滿意度之研究

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题名:	PZB服務品質模型探討物流配送作業管理與顧客滿意度之研究 The Research of Probing the Production and Operation Management of Logistics Distribution by PZB Service Quality Model related to Customer Satisfaction
作者:	余克儉
贡献者:	國際企業管理學系碩士在職專班
关键词:	銷售物流顧客滿意度物流配送作業服務品質 Sales of Logistics Customer Satisfaction Logistics and Distribution Operations Quality of Service
日期:	2016-06
上传时间:	2016-08-17 09:54:44 (UTC+8)
摘要:	本研究之研究問題主要在於探討物流配送作業之「交貨準時」「車輛品質」「包裝作業」「運輸駕駛」「專業程度」等對顧客滿意的影響。研究目的則期望藉由運用PZB模型定義找出缺口差距再經由統計分析服務品質構面後提出幾個建議供企業主與委外物流公司作為改善物流配送作業規範營運之參考。本研究問卷依物流配送作業之服務價值重要性及滿意度進行問卷設計且進行實際訪談問卷調查，在為期46天的調查中總共回收75份有效問卷樣本。研究結果顯示出通路端的顧客對物流配送作業期望的服務品質和實際感受到的服務品質，對顧客滿意度的影響均為正值且顯著。本研究之物流配送服務之「有形性」「可靠性」「反應性」「保證性」「關懷性」等五個構面因素所組成。其中以「反應性」服務品質具有最大的影響；其次依序為「保證性」「可靠性」「關懷性」「有形性」。再依結果進行顧客群分析，了解不同顧客群的需求，給予個別加強的服務品質，將可達到整體滿意度的提高。 The main problem of this research is to study the influences of “punctuality of delivery”, “quality of vehicles”, “package process”, “the delivers”, and “the professional level” of the logistics and distribution operation on customers’ satisfaction. As for the goal of this study, it is expected to: first, find out the gaps by using the definition of the PZB model; second, analyze the dimensions of service quality through statistics; last, come out advice of improving the criterions of logistics and distribution operation for business owners and outsourcing logistics companies as reference.The questionnaire of this study is designed to analyze the importance and satisfaction of service value of logistics and distribution operation, and it was practiced in reality. 75 effective samples of this questionnaire were collected during the 46-day period of researching. The findings showed a side of the path of customer logistics operations desired quality of service and quality of service actually feel the impact on customer satisfaction are positive and significant. The logistics and distribution service of this study is constituted by five main facets: “tangibility”, “liability”, “reactivity”, “assurance”, and “concern”. Among these, “liability” has the biggest impact on service quality, and then “assurance”, “reactivity”, “concern”, and “tangibility” sequentially. Process analysis of customer groups according to the result, and understand requirements of different customer groups. Based on the study, provide individually enhanced quality services, and it would lead to a promotion of overall satisfaction.
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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