:::

詳目顯示

回上一頁
題名:應用 ISM、FUZZY MICMAC 及 ANP 探討港埠物流服務品質之決定因子
作者:林曼莉
作者(外文):Lin,Man-Li
校院名稱:國立彰化師範大學
系所名稱:財務金融技術學系
指導教授:黃華山
吳明政
學位類別:博士
出版日期:2021
主題關鍵詞:自由貿易港區港埠物流服務品質詮釋結構模式模糊影響 矩陣乘法分類法分析網路程序法Free Trade Port ZonePort Logistics Services QualityISMFuzzy MICMACANP
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:0
中文摘要
港埠物流服務品質是影響各國貿易競爭力的關鍵因素。港埠物流服
務品質包含多種特性且複雜糾結關聯。在有限資源下,如何集中資源精
準有效發展物流服務品質,是港埠物流業者及港埠主管機關的重要課
題。因此,本研究應用詮釋結構模式及模糊影響矩陣乘法分類法(ISM and
Fuzzy MICMAC)與分析網路程序法(ANP),分析探討影響港埠物流服務
品質之決定性因子與權重關係,以便港埠物流業者集中資源,準確有效
發展物流服務品質;及提供政府港埠主管機關施政參考。
本研究回顧過去文獻及邀請多位學者專家進行影響港埠物流服務品
質之關聯關係評估,並以詮釋結構模式及模糊影響矩陣乘法分類法,分
析構面與準則之間的因果關係,確認出影響港埠物流服務品質決定性因
子。最後進行影響港埠物流服務品質之權重關係評估,找出構面與準則
的權重關係。研究結果顯示,營運環境及體制政策是影響港埠物流服務
品質決定性構面;從業人員專業度與服務態度、資訊系統安全與資訊準
確性、資訊科技投資、關稅法令、租稅及稅賦優惠措施、自由貿易港區
條例以及港埠政策為影響港埠物流服務品質決定性準則。政府港埠主管
機關可藉由這些準則建置與實施具有全球性競爭優勢與融合當地特殊資
源之港埠物流法令與政策,並提供具吸引力租稅及稅賦優惠措施;另外,
港埠物流業者亦可引進最先進安全的資訊系統科技,並培養專業卓越服
務的從業人員。
關鍵字:自由貿易港區、港埠物流服務品質、詮釋結構模式、模糊影響
矩陣乘法分類法、分析網路程序法
ABSTRACT
The quality of port logistics services involves multiple characteristics
with complex relations and linkages, and is considered a key issue affecting
the competitiveness of international trade among countries. With limited
resources available, the best approach for concentrating resources to
accurately and effectively develop high quality logistics services is an
important issue for both port logistics operators and port authorities.
This study applied the Interpretive Structural Modeling (ISM) and Fuzzy
MICMAC approach, and the Analytic Network Process (ANP) methodology
to analyze and explore the decisive factors and weighting relations that
influence the quality of port logistics services. The findings of this study
should help port logistics operators to concentrate resources and develop
approaches for achieving high quality logistics services in a timely and
effective manner, as well as provide recommendations to port authorities and
relevant government agencies in developing strategies for managing and
providing quality port services.
This study conducted literature review of relevant studies, and invited
multiple experts to evaluate the linkages and relations that affect port logistics
service quality. The ISM and Fuzzy MICMAC approach was used to analyze
and construct the causal relations between selected aspects and criteria, and
confirm the decisive factors affecting port logistics service quality. Finally,
the weighting relations among the selected aspects and criteria were evaluated
and determined based on the ANP method.
The study results show that the operating environment and system
policies aspect is the decisive aspect that affects the port logistics service
quality. Among the studied criteria, the following are deemed the decisive
criteria affecting the quality of port logistics services: professionalism and
service attitudes of its employees; security of information systems and
iv
accuracy of information; investment on information technology; regulations
on tariffs; tax scheme and tax incentives; regulations on free trade port; and
port policies.
Based on the findings of this study, the port authorities and relevant
government agencies should establish and implement port logistics laws and
policies that can provide global competitive advantages and integrate special
local resources, as well as provide attractive tax regime and tax incentives. In
addition, port logistics operators should introduce advanced information
system technology and security measures, and provide training and adequate
measures to ensure all employees’ excellent professionalism and service
provisions.
Keywords: Free Trade Port Zone, Port Logistics Services Quality, ISM,
Fuzzy MICMAC, ANP
參考文獻
一 、中文部份
丁 誌 魰 、 郭 芳 如 、 張 宇 琳 (2017)。 以 詮 釋 結 構 模 型 探 討 旅 遊
目 的 地 意 象 及 體 驗 價 值 因 果 脈 絡 關 係 - 以 台 南 市 為
例 。 環 境 管 理 研 究 , 18(2), 49-62。
王 麗 幸 、 謝 玲 芬 (2009)。 結 合 ISM 與 ANP 建 構 知 識 管 理 系
統 評 估 模 式 。 管 理 與 系 統 , 16(2), 219-241。
何 映 霖 (2020)。結 合 灰 色 系 統 理 論 和 粗 糙 集 的 決 策 模 型 於 教
育 測 驗 中 之 應 用 。 國 立 臺 中 教 育 大 學 教 育 資 訊 與 測 驗
統 計 研 究 所 博 士 論 文 。
林 汝 黛 、 李 靜 、 謝 文 英 (2020)。 大 學 線 上 音 樂 教 學 學 習 行 為
之 影 響 因 素 。 技 職 教 育 學 刊 , 5, 128-157。
高 嘉 仁 、 楊 宗 璟 (2017)。 遊 覽 車 駕 駛 人 職 能 模 式 之 建 構 與 分
析 。 106 年 道 路 交 通 安 全 與 執 法 研 討 會 , 515-530。
陳 文 亮 、 蔡 承 諠 (2013)。 應 用 詮 釋 結 構 模 式 探 討 產 品 設 計 顧
客 需 求 結 構 分 析 。 設 計 與 環 境 , 14, 1-16。
徐偉陵 (2014) 。 原 住 民 部 落 自 然 人 文 生 態 景 觀 區 規 劃 之 研
究 。 中 華 大 學 土 木 工 程 學 系 博 士 班 博 士 論 文 。
海關進出口統計 (2021) 。
https://portal.sw.nat.gov.tw/APGA/GA11
153
二、英文部份
Allen, K. & Finkle,T. (1995). Service Quality and the
Congruency of Employee Perceptions and Customer
Expectations. The Case of an Electric Utility,
Psychology and Marketing , 12(7), 637 -646.
Andersson, P., Aronsson, H., & Stoha gen, N.G. (1989).
Measuring logistical performance. Engineering Costs
and Production Economics, 17, 253-262.
Anderson, R.D., Jerman, R.E. , & Crum, M.R. (1998). Quality
management influences on logistics performance .
Transportation Research Part E: Logistic s and
Transportation Review, 34(2), 137-148.
Arcade, J., God et, M., Meunier, F., & Roube lat, F. (1999).
Structural analysis with the MICMAC method &
Actor's strategy with MACTOR method. Futures
Research Methodology, American Council for the
United Nations University : The Millennium Project,
1-69.
Attri, R., Grover, S., Dev, N., & Kumar, D., (2013). Analysis
of barriers of total productive maintenance (TPM).
International Journal of System Assurance
154
Engineering & Management , 4(4), 365-377.
Ben Mabrouk N. (20 20). Ana lysis of Critical Factors
Influencing the Supply Cha in Performance of Small
and Medium Enterprises. Journal of Advanced
Manufacturing Systems, 19 (4), 1–17.
Bienstock, C.C., Mentzer, J.T., & Bird, M.M. ( 1997).
Measuring physical distribution service quality.
Journal of the Academy of Marketing Science , 25(1),
31-44.
Bitner, M.J. (1990). Evaluating service encounters: the
effects of physical surroundings and employee
responses. Journal of Marketing , 54, 69-82.
Brady, M.K. & Cronin Jr., J.J. (2001). So me New Thoughts
on Conceptualizing Perceived Service Quality : A
Hierarchical Approach. Journal of Marketing , 65(3),
34-49.
Bouzon, M., Govindan, K., & Rodriguez, C.M.T. (2015).
Reducing the extraction of minerals: Reverse logistics
in the machinery manufac turing industry sector in
Brazil using ISM approach. Resourc es Policy , 46,
27-36.
Bowersox, D.J. & Closs, D.J. (1996). Logistical
155
management – the integrated supply chain process.
McGraw-Hill, Singapore.
Carrillat, F.A., Jaramillo, F., & Mulki, J.P. (2007). The
validity of the SERVQUAL and SERVPERF scales: A
meta- analytic view of 17 years of research across five
continents. International Journal of Service Industry
Management, 18(5), 472 -490.
Chang, C.C., Ye, K.D., Hsaio, D.H., Lin, C.H., & Cheng, Y.H.
(2014). Discussing the Coordination Barriers between
Divisions o f Free Port Zone in Taiwan. Maritime
Quarterly , 23(1), 69 -85.
Chapman, R.L., Soosay, C. , & Kandampully, J. (2003).
Innovation in logistics services and the new business
model. International Journa l of Physical Distribution
and Logistics Management , 33(7), 630-650.
Chen, C.W. (2011). Primary Study of Design Approach of
Attractiveness Survey Applying Structural Methods.
Design Journal Shih Chien University,5 , 9-24.
Chen, J, He, Y.B., & Jin, X. (2008). A Study on the Factors
that Influence the Fitness between Technology Strategy
and Corporate Strategy. International Journal of
Innovation and Technology Management , 5(1):81 -103.
156
Chen, S.H. & Hsieh, C.H. (1999). Ranking generalized fuzzy
number with graded mean int egration representation.
Proceedings of the Englis h International Conference
of Fuzzy Sets and Systems Association World
Congress, 2, 551 -555.
Chiu, R.H., Lirn, T.C., Li, C.Y., Lu, B.Y., & Shang, K.C.
(2011) An Evaluation of Free Trade Port Zone in
Taiwan. The Asian Journal of Shipping and Logistics,
27(3), 423-446.
Cronin, J.J. Jr., & Taylor, S.A. (1992). Measuring service
quality: A re - examination and extension. Journal of
Marketing, 56(3), 55 -68.
Crossby, P.B. (1979). Quality Is Free: The Art o f Making
Quality Certain. New York: McGraw-Hill.
Cuadrado, M., Frasquet, M., & Cervera, A. (2004).
Benchmarking the Port Services: A Customer Oriented
Proposal. Benchmarking: An International Journal ,
11(3), 320-330.
Dabholkar, P.A., Shepherd, C.D., & Thor pe, D.I. (2000). A
Comprehensive Framework for Service Quali ty: An
Investigation of Critical Conceptual and Measurement
Issues through a Longitudinal Study. Journal of
157
Retailing, 76(2), 139 -173.
Dabholkar, P.A., Thorpe, D.I., & Rentz, J.O. (1996). Measure
of servi ce quality for retail stores: Scale development
and validation. Journal of the Academy of Marketing
Science , 24(1), 3 -16.
Das, A., Kumar, V., & Saha, G.C. (2010). Retail service
quality in context of CIS countries. International
Journal of Quality & Reliability Management, 27(6),
658-683.
Duperrin, J.C., & Godet, M. (1973). Méthode de
Hiérarchisation des Éléments d’un Système: Essai de
Prospective du Système de l’Énergie Nucléaire dans
Son Contexte Societal. Gif-sur-Yvette: Paris, France .
Deshmukh, S. G., & Mandal, A. (1994). Vendor selection
using Interpretive Structural Modelling (ISM).
International Journal of Operations & Production
Management, 14(6), 52-59.
Dubey, R., & Ali, S.S. (2014). Identification of flexible
manufacturing system dimensions and the ir
interrelationship using interpretive structural
modelling and Fuzzy MICMAC an alysis. Global
Journal of Flexible Systems Management, 15(2),
158
131-143.
Dubey, R., Gunasekaran, A., Papadopoulos, T., Childe, S.J.,
Shibin, K.T., & Wamba, S.F. (2016). Sustainable
supply chain management: framework and further
research directions. Journal o f Cleaner Production,
1-12.
Duperrin, J.C. & Godet, M. (1973). Méthode de
hiérarchisation des éléments d'un système: essai de
prospective du système de l'énergie nucléa ire dans
son contexte sociétal. Rapport economique du CEA,
R-4541, France.
Ekici, Ş. Ö., Kabak, Ö ., & Ü lengin, F. (2016). Linking to
compete: Logistics and global competitiveness
interaction. Transport Policy , 48: 117 -128.
Fabbe -Costes, N., Jahre, M. , & Roussat, C. (2008). Supply
chain integration: the role of logistics service
providers. Int ernational Journal of Productivity and
Performance Management , 58(1), 71-91.
Farris, D. R., & Sage, A.P. (1975). On the use of interpretive
structural modeling for wort h assessment. Computers
& Electrical Engineering . 2 (2-3), 149-174.
Filbey P. (2015), Smart port logistic, Consultant T-Systems,
159
http://www.itssa.org/wp- content/uploads/2015/06/Filbe
yITSAppli cationsinthePortEnvironmentWorkshopTSyst
ems.pdf.
Foster. T.A. (1979). What’s important in a port?. Chilton’s
Distribution Worldwide , 78(1), 32 -36.
Gajewska, T., Zimon, D., Kaczor, G. & Madzík, P. (2020).
The impact of the level of customer satisfaction on the
quality of e - commerce s ervices. International Journal
of Productivity and Performance Management , 69(4),
666-684.
Garvin, D.A. (1984). What Does Product Quality Really
Mean?. Sloan Management Review, 26, 25-43.
Gray, E.R. & Smeltzer, L.R. (1989). Management: The
Competitive Edge . New York: Macmillan.
Gronroos, C. (1982). Customer loyalty: How to keep it .
Simon and Schuster Inc.
Gronroos, C. (1984). A Service Quality Model and Its
Marketing Imp lications. European Journal of
Marketing , 18(4), 36 -44.
Ha, M.S. (2003). A Comparison of Service Quality at Major
Container Ports: Implications for Korean Ports.
Journal of Transport Geography , 11(2), 131 -137.
160
Haleem, A., Sushil, Qadri, M. A., & Kumar, S. (2012).
Analysis of critical success factors of world - class
manufacturing practices: an application of
interpretative structural modelling and interpretative
ranking process. Production Planning & Control,
23(10-11), 722-734.
Hu, H.Y., Shao, I., Chiu, & Ye n, T.M., (2009). Modified IPA
for Order-Winner Criteria impr ovement: a MICMAC
approach. Journal of Applied Sciences, 9(21),
3792-3803.
Hu, K.C., Lee, P.T.W., & Chiu, C.W. (2011). Applying
Kano’s Model and Importance -performance Analysis to
Explore the Service Quality of Major Container Ports
in Asia. Journal of the Chinese Institute of
Transportation, 23(1),129-164.
Huang, Y.K. & Feng, C.M. (2007). Modeling the
determinants of logistics service quality on retailing
delivery service for online shopping. Wireless
Communications, Networking and Mobile Computing
Internal Conference , Shanghai China .
Ibrahim, S., & Ben Mabrouk, N. (2021). Integrated
ISM-Fuzzy MICMAC approach based factor analysis on
161
the implementation of safety program in construction
industry. De cision Sci ence Letters, 10 , 139-150.
Ja in, V., & Raj, T. (2015). Modeling and analysis o f FMS
flexibility factors by TISM and fuzzy MICMAC.
International Journal of System Assurance
Engineering and Management, 6 (3), 350-371.
Jia, P., Diabat, A., & Mathiyaz hagan, K. (2015). Analyzing
the SSCM practices in the mining and mineral industry
by ISM approach. Resources Policy , 46, 76-85.
Janes, F. (1988). Interpretive structural modelling: a
methodology for structuring complex issues.
Transactions of the Institute of Measur ement and
Control, 10 (3), 145-154.
Juran, J.M. (19 74). Quality Control Handboo k. New York:
McGraw-Hill Book Co. pp2 -9.
Kafel, P. & Sikora, T. (2014). The level of management
maturity in the polish food sector and its relation to
financial performance. Total Quality Management &
Business Excellence , 25(5-6), 650-663.
Kang, G.D. & James, J. (2004). Service quality dimensions:
an examination of Gronroos’s service quality model.
Managing Service Quality , 14(4), 266 -277.
162
Kanungo, S., Duda, S., & Sriniv as, Y. (1999). A structured
model for evaluating information systems effectiveness.
Behavioral Science , 16(6), 495-518.
Katiyar, R., Barua, M.K., & Meena, P.L. (2017). Analysing
the interactions among the barriers of supply chain
performance measurement: An ISM and Fuzzy
MICMAC approach. Global Business Review, 19(1),
48-68.
Kaul, S. (2007). Measuring retail service quality: Examining
applicability of international research perspectives in
India. Vikalpa: The Journal for Decision Makers,
32(Jan), 15-26.
Keillor, B.D., Hult, G.T.M., & Kandemir, D. (2004). A study
of the service encounter in eight countries. Journal of
International Marketing , 12(1), 9-35.
Klir, G.J. & Yuan, B. (1995). Fuzzy sets and fuzzy logic:
Theory and Application, Prentice -Hall.
Kilibarda, M., Nikolicic, S., & Andrejic, M. (2016).
Measurement of logistics service quality in freight
forwarding companies: A case study of Serbian market.
The International Journal of Logistics Management ,
27(3), 770 -794.
163
Kim, S., & Jin, B. (2002). Validating the retail service
quality scale for US and Korean customers of discount
stores: An expl oratory study. Journal of Services
Marketing , 16(3), 223 -237.
Ko, Y.J., & Pastore, D.L. (2005). A Hierarchical Model of
Service Quality for the Recreational Sport Industry.
Sport Marketing Quarterly , 14(2), 84 -97.
Kolanović, I., Dundović, C., & Jugović, A. (2011).
Customer-based port service quality model.
Promet-Traffic & Transportation, 23(6), 495 –502.
https://doi.org/10.7307/ptt.v23i6.184 .
Kuo, Y.W. & Hsieh, C.H. (201 9). Effe cts of Service
Recovery after Service Failure in Onl ine Shopping
Logistics. Journal of Quality , 26(1), 23 -41.
Le, D. N., Nguyen, H.T., & Truong, P.H. (2020). Port
logistics service quality and customer satisfaction:
Empirical evidence from Vietnam. The Asian Journal
of Shipping and Logistics, 36, 89-103.
Le e, P.T. & Hu, K.C. (2012). Evaluation of the service
quality of container ports by importan ce -performance
analysis. International Journal of Shipping and
Transport Logistics, 4(3), 197 -211.
164
Lee, Y.C., Chao, Y.H., & Lin, S.B. (2010). Structural
approach to design user interface. Computers in
Industry , 61(7), 613-623.
Leviit, T. (1972). Production -line Approach to Service.
Harvard Business Review, 50, 41 -52.
Lewis, R.C. & Booms, B.H. (1983). The Mark eting aspe cts
of quality in emerging perspectives on service
marketing association. Journal of Marketing , 47(1),
99-107.
Liang, G.S., Ding, J.F., & Chang, R.E. (2009). Evaluating
Key Capabilities for International Port Logistics
Centers: The Application of Fuzzy MCDM. Maritime
Quarterly , 18(4), 19 -44.
Liang, L.W., Lee, T.T., & Huang, B.Y. (2010). Investigation
of Merging and Acquisition of Taiwanese Banks -
Application of the Fuzzy Delphi Method. Journal of
Financial Studies, 11(4), 31 -65.
Lin, L.Z., & Yeh, H.R. (2013). Analysis of tour values to
develop enablers using an interpretive hierarch y-based
model in Taiwan. Tourism Management, 34(1),
133-144.
Lin, D.L. & Lin, B. (2012). A study on Strategies of
165
Development for Free Trade Port Zone in Taichung
Port. Journal of Taiwan Maritime Safety and Security
Studies, 6(3), 1-17.
Lovelock, C.H. (199 6). Service Marketing . New Jersey:
Prentice Hall.
Lu, C.S. & Yang, C.C. (2006). Evaluating Key Logistics
Capabilities for International Distribution Center in
Taiwan. Transportation Journal, 45(4), 9 -27.
Mandal, A. & Deshmukh, S.G. (1994). Vendor selection
using interpretive structural modelling (ISM).
International Journal of Operations & Production
Management, 14(6), 52-59.
Martinez Garcia, J.A., & Martinez Caro, L. (2 010).
Rethinking perceived service quality: An alternative t o
hierarchical and multidime nsional models. Total
Quality Management & Business Excellence , 21(1),
93-118.
McDougall, G.H.G., & Levesque, T. (1995). A revised view
of service quality dimensions: An empiri ca l
investigation. Journal of Professional Services
Marketing , 11(1), 189-209.
Mentzer, J.T., Flint, D.J. & Kent, J.L. (1999). Developing a
166
logistics service quality scale . Journal of Business
Logistics, 20(1), 9-32.
Mentzer, J.T., Flint, D.J. & Hu nt, G.T.M. (2001). Logistics
service quality as segment- customized process.
Journal of Marketing, 65(4), 82 -104.
Mishra, N., Singh, A., Rana, N.P., & Dwivedi, Y.K. (2017).
Interpretive structural modelling and fuzzy MICMAC
approaches for customer centric b eef supply chain:
application of a big data technique . Production
Planning & Control, 28 (11-12), 945-963.
Mulatu, A. (2016). On the concept of ’competitiveness’ and
its usefulness for policy. Structural Change and
Economic Dynamics, 36: 50-62.
Pantouvakis, A. (2006). Port-service Quality Dimensions and
Passenger Profiles: An Exploratory Exami nation and
Analysis. Maritime Economics and Logistics, 8(4),
402-418.
Pantouvakis, A. & Dimas, A. (2013). The role of corporate
agility and perceived price on the servi ce quality
customer satisfaction link: Some preliminary evid ence
from the port industry. International Journal of
Shipping and Transport Logistics, 5(4/5), 412 -431.
167
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A
Conceptual Model of Service Qualit y and its
Implications for Future Research. Journal of
Marke ting, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988).
SERVQUAL: A Multiple -item Scale for Measuring
Customer Perceptions of Service Quality. Journal of
Retailing, 64(2), 12 -40.
Pariseau, S.E. & McDaniel, J.R. (1997). Assessing Service
Qua lity in Schools of Business. International Journal
of Quality and Reliability Management , 14(3),
204-218.
Pekkaya, M., Imamoglu, O.P., & Koca, H. (2019). Evaluation
of healthcare service quality v ia Servqua l scale: An
application on a hospital. International Journal of
Healthcare Management, 12(4), 340 -347.
Perreault, W.D. & Russ, F.A. (1974). Physics Distribution
Service: A Neglected Aspect of Marketing Management.
MSU Business Topics, 22, 37-45.
Perreault, W.D. & Russ, F.A. (1976). Physical distribution
service in industrial purchas e decisions. Journal of
marketing , 40(2), 3-10.
168
Polyakova, O. & Mirza, M. (2015). Perceived service quality
models: are they still relevant? The Marketing Review,
15 (1), 59-82.
Quester, P.G., & Romanniuk, S. (1997). Service qua lity in
the Australian advertising industry: A methodological
study. The Journal of Services Marketing , 11(3),
180-192.
Qureshi, M.N., Kumar, D., & Kumar, P. (2008). An
integrated model to identif y and cl assify the key
criteria and their role in the assessment of 3PL
services provide rs. Asia Pacific Journal of Marketing
and Logistics, 20 (2), 227-249
Raj, T., 2012. Modelling the factors affecting flexibility in
FMS. International Journal of Industri al & Systems
Engineering , 11(4), 350-374.
Ravi, V., Shankar, R., & Tiwari, M. K. (2005). Productivity
improvement of a computer hardware supply chain.
International Journal of Productivity and
Performance Management , 54(4), 239 -255.
Reeves, C.A. & Bednar, D.A. (1994). Defining Quality:
Alternatives and Implications. The Academy of
Management Review, 19(3), 419-445.
169
Regan, W.J. (1963). The Service Revolution. Journal of
Marketing , 27, 57-62.
Rust, R.T., & Oliver, R.L. (1994). Service Quality: Insights
and Managerial Implications from the Frontier. In R.T.
Rust & R.L. Oliver (Eds.). Service Quality: New
Directions in Theory and Practice (pp. 1-19).
Thousand Oaks, CA: Sage Publications.
Sakyi, D. (2020). A comparative analysis of service quality
among ECOWAS se aports. Transportation Research
Interdisciplinary Perspectiv es, 6, 1-10.
Sage, A. P. (19 77). Methodology for large -scale systems.
McGraw-Hill, New York.
Sass er, W.E., Olsen R.P. & Wyckoff, D.D. (1978).
Management of Service Operations: Text and Cases.
Boston: Allyn and Bacon.
Saaty, T.L. (1996). Decision making with dependence and
feedback: The analytic network process. Pittsburgh,
PA: RWS Publication.
Saaty, T.L. (2006). Rank from comparisions and from ratings
in the analytic network hierarchy/processes. European
Journal of Operational Research , 168(2), 557-570.
Sharma, A., Grewal, D., & Levy. M. (1995). The Customer
170
satisfaction/Logistics Interface. Journal of Business
Logistics, 16(2), 1 -21.
Shiau, T.A., Lin, L.M., Ding, J.F., & Chou, C.C. (2011). Hub
Loc ation Se le ction of Third-party Logistics Service on
Multiple Countries Consolidations fo r Ocean Freight
Forwarders by Using Fuzzy Multiple Criteria
Decision-making (MCDM) Approach. International
Journal of the Physical Sciences, 6(19), 4548 -4557.
Song, D.W. & Yeo, K.I. (2004). A Competitive Analysis of
Chinese Cont ainer Ports Using the Analytic Hierarchy
Process. Maritime Economics and Logistics, 6, 34-52.
Thai, V.V. (2016). The impact of port service quality on
customer satisfaction: the case of Singapore. Maritime
Economics and Logistics, 18(4), 458 -475.
Thomas, S. J. (1999). Designing surve ys that work! A
step-by -step guide . Corwin Press, Inc. Sage
Publications.
Ugboma, C., Ibe , C., & Ogwude , I.C. (2004). Service Quality
Measurements in Ports of a Develop ing Economic:
Nigerian Port Survey. Managing Service Quality ,
14(6), 487 -495.
Ugboma, C., Ogwude, I.C., Ugboma , O., & Nnadi, K. (2007).
171
Service Quality and Satisfaction Measurements in
Ports: An Exploration. Maritime Policy and
Management, 34(4), 331 -346.
Van Der Vorst, J.G., Tromp, S.O. , & Zee, D.J.V.D. (2009).
Simulation modelling for food supply chain redesign;
integrated decision making on product quality,
sustainability and logistics. International Journal of
Production Research, 47(23), 6611-6631.
Vu, T.P., Grant, D.B., & Menachof, D.A. (2020). Exploring
logistics service quality in Hai Phong, Vietnam. The
Asian Journal of Shipping and Logistics, 36, 54-64.
Wagner, W.B. & Frankel, R. (2000). Quality carriers: Critical
link in supply chain relationship development.
International Journal of Logistics: Research and
Applications, 3(3), 245-257.
Wakefield, R.L. (2001). Service Quality. The Cap Journal,
71(8), 58-60.
Warfield, J. N. (1974). Developing interconnection matrices
in structural modeling. IEEE Transactions on Systems
Man & Cybernetics, SMC-4(1), 81-87.
Warfield, J. N. (1976). Societal systems: Planning, policy,
and complexity : John Wiley & Sons.
172
Winkelmans, W. (2002). Strategic Seaport Planning: in
Search of Core Competency and Competitive
Advantage . Ports and Harbors, 47(3), 17 -21.
Woo, S.H., Pettit, S., & Beresford, A.K.C. (2011). Po rt
Evolution and Performance in Changing Logistics
Environments. Maritime Economics and Logistics,
13(3), 250 -277.
Wu, C.H., Li, J., Lin, T.J., Chang, T.L., & Lin, C.T. (2019).
Decisive Factors Affecting Learners’ Learning
Behaviour and Outcomes on the On -line Music
Teaching. Journal of Management and Information ,
24, 35-76.
Yang, Y.H., Huy, Y.V., Leung, L.C. , & Chen, G. (2010). An
analytic network process approach to t he selection of
logistics service providers for air cargo . The Journal
of the Operational Research Society , 61(9),
1365-1376.
Ye, K.D., Lu, H.A., Su, L.L., & Chu, C.M. (2016). Apply
Quality Function Deployment to Improve Free Trade
Zone Policy in Taiwan. Maritime Quarterly , 25(4),
45-62.
Yeh, T.M., Pai, F.Y. , & Peng, S.L. (2017). Using fuzzy
173
multi- criteria decision analysis to analyze the f actors
a ffecting the junior high school a rt-talented c lassed
teachers’ job stress. Journal of Management Practices
and Principl es, 11(2), 1-26.
Yeo, G.T., Thai, V.V., & Roh, S.Y. (2015). An Analysis of
Port Service Quality and Customer Satisfaction: The
Case of Korean Container Port. The Asian Journal of
Shipping and Logistics, 31(4), 437-447.
Zaibaf, M., Taherikia, F., & Fakharian, M. (2013). Effect of
Perceived Service Quality on Customer Satisfaction in
Hospitality Industry: Gronroos’ Service Quality Model
Development. Journal of Hospitality Marketing &
Management, 22(5), 490 -504
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE