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題名:航空貨運承攬業服務品質缺口之研究
書刊名:運輸學刊
作者:許文楷 引用關係
作者(外文):Hsu, Wen-kai K.
出版日期:2011
卷期:23:4
頁次:頁515-540
主題關鍵詞:航空貨物承攬業服務品質模糊層級分析法Air freight forwardersService qualityFuzzyAHP
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(4) 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:4
  • 共同引用共同引用:0
  • 點閱點閱:56
本文主旨在探討航空貨運承攬業之服務品質缺口。本文首先參考航空貨運承攬業之特性與其相關的文獻建立顧客對其服務品質需求的屬性;其次,應用模糊層級分析法(Fuzzy AHP)來各別分析業者端與顧客端對這些屬性的認知;最後,再由此兩者之間的認知差距來決定航空貨運承攬業者的服務品質缺口。為了驗證本文模式之效度,本文並以大高雄地區之航空貨運承攬業者與高雄加工出口區之製造商為主要研究對象,進行模式的實證研究。本文研究結果顯示,業者最需改善之前五項服務品質缺口為:及時回答顧客的詢問、貨物追蹤的能力、服務人員專業的知識與服務能力、處理客戶抱怨的態度與能力以及幫助顧客解決問題的主動性等。本文研究結果可提供給航空貨物承攬運業者,作為其製定服務品質改善政策的依據。
This paper empirically examines the gap in service quality for air freight forwarders using survey data collected from the air freight forwarders of Kaohsiung area and the shippers of Kaohsiung Export Processing Zone in Taiwan.A fuzzy AHP model was employed to identify the gaps in perceived service quality between those shippers and forwarders. Results indicated that the top 5 gaps in need of improvement are: promptly reply to customer’s inquiry, cargo tracing capability, staff ’s professional knowledge and service capability, staff ’s attitude and capability to deal with customer complaints, and proactively solve customers’problems. Theoretical and managerial implications of the research findings for air freight forwarders in improving their service quality are discussed.
期刊論文
1.Ding, J. F.(2009)。Partner selection of strategic alliance for a liner shipping company using extent analysis method of fuzzy AHP。Journal of Marine Science and Technology,17(2),97-105。  new window
2.Fu, H. P.、Chao, P.、Chang, T. H.、Chang, Y. S.(2008)。The impact of market freedom on the adoption of third-party electronic marketplaces: a fuzzy AHP analysis。Industrial Marketing Management,37(6),698-712。  new window
3.Wang, R. T.(2007)。Improving Service Quality Using Quality Function Deployment: The Air Cargo Sector of China Airlines。Journal of Air Transport Management,13(4),221-228。  new window
4.Liang, G. S.、Chou, T. Y、Kan, S. F.(2006)。Applying Fuzzy Quality Function Development to Identify Service Management Requirements for an Ocean Freight Forwarders。The Quality Management,17(5),539-554。  new window
5.Yang, C. C.、Marlow, P. B.、Lu, C. S.(2009)。Assessing resources, logistics service capabilities, innovation capabilities and the performance of container shipping services in Taiwan。International Journal of Production Economics,122(1),4-20。  new window
6.Meng, S. M.、Liang, G. S.、Lin, K.、Chen, S. Y.(2010)。Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?。Journal of Air Transport Management,16(5),284-286。  new window
7.Chen, F. Y.、Chang, Y. H.(2005)。Examining Airline Service Quality from A Process Perspective。Journal of Air Transport Management,11(2),79-87。  new window
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10.Chen, S. H.(1985)。Ranking fuzzy numbers with maximizing and minimizing set。Fuzzy Sets and Systems,17(2),113-129。  new window
11.Lu, Chin-Shan(2003)。The Impact of Carrier Service Attributes on Shipper-carrier Partnering Relationships: A Shipper's Perspective。Transportation research. Part E. , Logistics and transportation review,39(5),399-415。  new window
12.Harvey, J.(1998)。Service Quality: A Tutorial。Journal of Operations Management,16(5),583-597。  new window
13.Buckley, James J.(1985)。Fuzzy hierarchical analysis。Fuzzy Sets and Systems,17(3),233-247。  new window
14.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
15.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。  new window
16.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
17.Aguaron, J.、Moreno-Jimenez, J. M.(2003)。The Geometric Consistency Index Approximated Thresholds。European Journal of Operational Research,147(1),137-145。  new window
18.Lu, Y.、Dinwoodie, J.(2002)。Comparative Perspectives of International Freight Forwarder Services in China。Transportation Journal,17(2),17-27。  new window
19.Cheng, Y. H.、Yeh, C. Y.(2007)。Core Competencies and Sustainable Competitive Advantage in Air Cargo Forwarding。Transportation Journal,46(3),5-21。  new window
20.Christopher, A. V.、Aleda, V. R.、Eve, D. R.、Kate, B.、Richard, B. C.(2004)。A Tale of Two Countries' Conservatism, Service Quality, and Feedback on Customer Satisfaction。Journal of Service Research,6(3),212-230。  new window
21.Hsu, W. K.、Huang, H. S.、Yu, H. F.(2009)。Shipper Behavior to Use EC Services in Liner Shipping。International Journal of Production Economics,122(1),56-66。  new window
學位論文
1.黃敏祐(2005)。航空貨運承攬業組織特質與協同商務關係之研究。交通大學。  延伸查詢new window
2.黃昱伊(2010)。航空貨運承攬業之服務品質改善研究。高雄海洋科技大學。  延伸查詢new window
圖書
1.林光、張志清(2006)。海運學。臺北市:航貿文化事業有限公司。  延伸查詢new window
2.Saaty, T. L.(1998)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。New York:McGraw-Hill International Book Co.。  new window
3.Kaufmann, A.、Gupta, M. M.(1991)。Introduction to Fuzzy Arithmetic: Theory and Applications。New York:Van Nostrand Reinhold。  new window
4.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
 
 
 
 
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