本研究以經常使用國際快遞服務之顧客為研究對象，首先透過國內外相關文獻的整理及專家意見之諮詢，選取33項適合國際快遞業使用的顧客服務要素，按著再以問卷調查方式取得包括受訪者之基本資料、對各項顧客服務要素的重要性評估，以及對於經常往來之快遞業者在各項服務要素的滿意度評估等相關資料。俟資料收集完成之後即分別對重要性與滿意度兩方面進行分析。在重要性分析方面，本研究以受訪者對各項顧客服務要素的重視程度經由集群分析將顧客區隔為基本注重群、安全性注重群、彈性注重群三個集群，並針對各集群探討其基本特性；在滿意度分析方面，本研究以各顧客服務要素的滿意度進行因素分析，將顧客服務要素縮減為有形性、價格、反應力、可靠性、信用及可接近性、同理心等六個因素構面。最後整合兩方面所獲得的資訊進行「顧客服務策略矩陣」分析。在顧客服務策略矩陣分析方面，本研究藉由計算各集群在各因素構面的重要性與滿意度分數，找出其在績效評估矩陣與競爭地位矩陣之位址並据以進行顧客服務策略分析。最後本研究更為郵局、DHL、Federal Express、UPS四家快遞業者發展出各集群之顧客服務競爭策略。

　　　　　This research firstly chooses the customers who use the international express delivery service frequently in Taiwan as the samples of this research. Based on the literature review and discussions with industry experts, this research selects the elements of customer service exclusively for the international express delivery service industry. After the data regarding the profile of the interviewees and the rating of the importance and the satisfaction of the customer service elements for each customer were collected, this research performs the analysis on the importance and satisfaction rating of customers. In the analysis of importance, the research differentiates the customers into different groups: the basic-focus group, the safety-focus group and the flexibility-focus group by utilizing the cluster analysis based on the rating of the importance of the customer service elements. Next, the analysis of the customer's satisfaction has discovered that the number of customer service elements can be further reduced to six underlying factors (tangibles, price, responsiveness, reliability, empathy, credit and accessibility) by using factor analysis based on the customer's satisfaction evaluations. Finally, the importance and satisfaction rating of customers are combined to analyzed customer service strategy matrix. Based on the ratings of the importance and the satisfaction in every customer's group, this research are able to locate these scores on the performance evaluation matrix (PEM) and the competitive position matrix (CPM), respectively. According to the results of above analyses, this search proposes the possible positioning strategies of customer service for the four major international express service providers in Taiwan: Post Office, DHL, Federal Express and UPS.