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題名:臺灣國際港埠物流中心附加服務價值解決方案之研究
作者:楊文賢
作者(外文):Yang, Wen-Shyan
校院名稱:國立臺灣海洋大學
系所名稱:航運管理學系
指導教授:梁金樹
學位類別:博士
出版日期:2013
主題關鍵詞:國際港埠物流中心服務價值顧客滿意模糊品質機能展開灰關聯分析international port logistics centersservice valuecustomer satisfactionfuzzy quality function deploymentgrey relation analysis
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港埠為海運與內陸運輸的重要連結地方,且在國際運輸物流系統中扮演極為重要的角色,它除了要能肩負運輸(進出口與轉運)之功能外,亦需提供整合型的物流服務,包括倉儲、流通加工、配送、資訊處理與產品包裝組合等物流作業,始能創造貨物的附加價值,故現行國際港埠的角色已由過去的起迄港與貨櫃轉口港轉變為自由貿易港功能之整合型物流港埠。此外,隨著東亞地區物流產業的蓬勃發展,國際港埠物流中心擔任的角色益發重要,基於此,各港面對國際物流產業的全球化布局,莫不致力於創新港埠物流作業潛能,提供更精緻的優質服務,以提升港埠的競爭優勢。本研究旨在探討臺灣國際港埠物流中心附加服務價值的解決方案,冀望研究結果對臺灣推展國際物流業務,以及國際物流業者在提供高效率的作業能力、低廉的物流費率、簡便的通關流程、便捷的運輸網絡與優良的軟硬體設施,使能符合顧客的服務價值需求與創造更高的顧客滿意度有所助益。
綜觀國內外以顧客服務價值為導向的研究相當多,但對國際港埠物流中心提升附加服務價值解決方案之研究卻是相當少見。本研究乃應用模糊品質機能展開法與灰關聯分析法,從港埠物流中心的使用者觀點來探討臺灣國際港埠物流中心經營者之服務傳遞的價值,是否能使顧客產生極高的滿意度,以提升貨物的附加價值及港埠競爭力。首先,經由相關文獻探討與諮詢專家學者與業界人士之意見,篩選出國際港埠物流中心之30項服務價值屬性,並採用因素分析法萃取出整體環境資源、作業經濟效率、倉儲管理、資訊科技、流通加工配送、技術支援等六個因素構面,進而,利用模糊品質機能展開法,導入附加顧客服務價值之解決方案,並藉由專家問卷探討附加服務價值解決方案與顧客服務價值需求屬性間之關連性,最後,利用灰關聯分析方法,求解出附加服務價值解決方案的優先執行順序。經實證研究結果顯示:國際港埠物流中心附加服務價值解決方案的前六個需優先執行的解決方案依序為:(1)優勢的港埠物流作業效率;(2)專業物流技術及作業能力;(3)優勢的港埠物流作業成本;(4)優質的物流作業設施;(5)優質的資訊系統;(6)優越的通關便捷化。本研究最主要的貢獻是提出一套適合臺灣國際港埠物流中心附加服務價值的可行解決方案,以提供給臺灣國際港埠物流產業未來發展方向之決策參考。
Ports play a vital role in the international transport logistics systems. International port logistics centers (IPLCs) have evolved to not only a link between shipping and inland transport, but also an integrated logistic service center. Not only do they provide services such as traditional transportation (import/export, transshipment), but also extend to warehouse management, distribution processing, information processing, and product assembly. The role of IPLCs has also expanded from merely departure/arrival/container transshipment points into a free trade zone. The importance of IPLCs has no doubt been increasing. This phenomenon is especially profound in East Asia, where the logistics industry has been growing rapidly. To enhance the competency, every port is brainstorming innovative logistics operations. This study aimed to explore solutions to add service value to IPLCs in Taiwan. We hope the findings can provide IPLCs in Taiwan and international logistics industries some thoughts when choosing operation systems, in order to maximize the capacity and to extend logistics business internationally eventually. We aimed to find operation systems with high capacity, low cost, quick dispatch, efficient transport networks, and excellent hardware and software facilities, in order to meet customer needs and elevate customer satisfaction.
There are many researches on service values oriented to the customers locally and overseas in a general view, but feasible solutions to enhance the adding service value to IPLCs are quite rare. This study used “Fuzzy Quality Function Deployment” (FQFD) and “grey relation analysis” (GRA) from the port logistics center in Taiwan to obtain user satisfaction rate to IPLCs. First, we studied literatures and collecting expert opinions. We took 30 main attributes of services values from IPLCs, then utilized factor analysis to extracts six factor dimensions, which are integrated environmental resources, operations economies efficiency, warehouse management, information technology, distribution processing, and technical support. Second, by using FQFD method, the technical demand to feasible solutions to add the service values is developed. Third, experts discussed the questionnaire additional to feasible solutions of service values and associated with customer need of attributes to IPLCs in Taiwan. Finally, GRA was utilized to arrange the executive priority of the feasible solutions. The empirical results showed: six major service values need immediate improvement; ranking in order: (1) operational efficiency; (2) professional skills and operational capabilities; (3) cost effective operation systems; (4) high quality operative facility; (5) effective information systems; (6) quick clearance. The main contribution of this study was to propose a set of added service values with feasible solutions to provide the references for the IPLCs industry in Taiwan.
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