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題名:航空貨運之冷鏈物流作業缺口評估
作者:陳俊文
作者(外文):Jun-Wen Chen
校院名稱:國立高雄科技大學
系所名稱:航運管理系
指導教授:許文楷
學位類別:博士
出版日期:2022
主題關鍵詞:航空貨運冷鏈服務品質灰相關品質機能展開法airfreightcold-chainservice qualityGRA.QFD
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近年來航空貨運之冷鏈物流(Airfreight Cold-Chain Logistic, ACCL)的需求呈
現顯著的成長,然而,在相關研究中,對此類問題的研究較少,大多數研究都集
中在海運的冷鏈物流相關議題。其次,在過去有關顧客端與服務端之間的服務品
質缺口研究中,大都聚焦在需求面探討,甚少論及作業面的缺口議題。在實務上,
作業面的缺口更能具體指出須要優先改善的服務作業,提供服務者制定更有效率
的服務品質改善政策。本研究主旨在評估航空貨運冷鏈物流的服務作業缺口。本
研究以灰相關分析法(Gray Relation Analysis, GRA)以及發展一套修正的品質機能
展開(Revised Quality Function Development, RQFD)為基礎,由顧客端與服務端兩
者間的觀點來建立ACCL 之服務作業缺口模式。最後,本研究以國內ACCL 之
業者為例,進行研究模式的實證研究。本研究之結果可提供給ACCL 相關業者做
為其制定服務品質政策的依據。此外,本研究所發展出的RQFD 及服務作業缺口
模式,則可提供給服務品質相關理論研究的參考。
In recent years, the demand for airfreight cold-chain logistics (ACCL) had shown
a significant growth. However, most extant researches about cold-chain logistics are focused on the maritime cold chain, and only a few on airfreight cold chain. Further, in previous studies on the service quality, most articles focused on customer sides. Few studies have discussed the gaps between customers and service providers on service quality in the ACCL. In practice the gap can provide advanced information for ACCL service providers to formulate their improvement policies. In this paper, the Revised Quality Function Development (RQFD) framework is proposed with a Gray Relation Analysis (GRA) are developed to assess the gap of service operations in ACCL. Finally,in order to validate the proposed model, the ACCL operators in Taiwan were empirically investigated. The results can provide practical information for airfreight operators in improving their service quality policies. In addition, the proposed GRARQFD
framework and the service operation gap model can be used as provide references for future theoretical research on service quality.
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