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題名：航空貨物集散站服務品質評估之灰色多準則決策
作者：李蘋娟
作者(外文)：Ping-Chuan Lee
校院名稱：中原大學
系所名稱：企業管理研究所
指導教授：胡宜中
邱榆淨
學位類別：博士
出版日期：2018
主題關鍵詞：航空貨運集散站；服務品質；空運承攬業；多準則決策分析；灰關聯分析；決策實驗室法；網路程序分析法；air cargo terminal；service quality；air freight forwarder；multiple criteria decision making (MCDM)；grey relational analysis (GRA)；decision making trial and evaluation laboratory (DEMATEL)；analytic network process (ANP)
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全球貿易對於運輸時間的高敏感度、高價值商品的空運需求量增長，以及電子商務的快速發展，都帶動了空運貨量快速增長，使得亞洲地區之航空貨運競爭也日益增高。航空貨運業是一個結合多方的複雜物流鏈，空運承攬商扮演著進出轉口貨物的樞紐，而航空貨物集散站在航空貨運業中是所有貨物之地面運輸及航空運輸之必要通道，與承攬商的關係密切，因此在航空貨運競爭中也佔有相當重要的地位。過去的相關研究中，多針對航空公司或承攬業之機場競爭力、環境規劃或作業管理等著墨，但關於航空貨物集散站經營之相關研究卻相當缺乏。
航空貨物集散站在台灣為特許產業，近年來由於接單發貨模式改變，出口貨運量逐漸減少，使得航空貨運集散站競爭愈加激烈。企業經營在追求永續發展與成長時，提升服務品質才能增加顧客滿意度以提升競爭力，進而強化顧客的忠誠度，讓公司的營運能永續經營且獲利能再創新高。
本研究藉由文獻蒐集、探討以及半結構式問項的專家訪談，透過德爾菲法建立航空貨物集散站服務品質架構。因此探討如何改善航空貨物集散站的服務品質績效有其重要性。重要研究結果如下：
一、 經由決策實驗室法與網路程序分析找出「現代化倉庫」、「專業態度」、「安全保障」、「信賴感」、「貨物異常處理程序」、「專業性」、「標準作業流程」、「顧客權益」八個關鍵準則，及各項關鍵準則間的因果關係。
二、 由因果圖發現「現代化倉庫」及「專業性」為影響服務品質改善之主要源頭，本研究與業者高階主管訪談後，認為以「專業性」欲為改善其他關鍵因素績效表現的源頭較為合理。在關鍵準則中影響「專業性」前三個關鍵準則依序為「現代化倉庫」、「專業精神」與「標準作業流程」，因此倉站欲「專業性」績效應將此三個準則在專業性提升的相關措施作為優先改善項目。
三、 針對國內四家倉站業者進行重要度與績效值分析，以了解各家業者在服務品質的優劣勢，並利用SWOT矩陣分析為各家業者分別擬定服務品質改善策略以提升其經營競爭力。
As global trade for more time-sensitive transportation and air transport demand on growth in high-value commodities, moreover, the rapid development of e-commerce has also led to the upscale growth of air cargo, In recent years, as the Asian region leads the global economy, air cargo competition in the Asian region also increasing. The International Air Transport Association predicts that airlines in the Asia-Pacific region may lose profits due to increased competition in the region, and freight between airports is likely to fall into price competition due to low customer conversion costs. This is a topic for great concern.
The air cargo industry is a complex logistics chain that combines multiple parties, including shippers, distribution centers, freight forwarders, local transporters, brokers, air cargo terminals, customs, ground services and carriers. Among of those factors, the air cargo terminals are very important in the aviation logistics chain, and it plays an essential channel for the ground transportation and air transportation of all goods in the air cargo industry. In the past, the related study fields focus on airline company and airport competitiveness, environmental planning or operation management for freight forwarders, while related research on the operation of air cargo terminals was relatively rare.
In Taiwan, the air cargo terminal business is a government franchise. Due to changing order and delivery modes, the volume of cargo exports has gradually decreased in recent years, generating increasing competitiveness within the air cargo terminal industry. When a company pursues sustainable development and growth, it can improve the quality of the service provided, promote better customer satisfaction and enhance its competitiveness and customer loyalty in order to enjoy sustained development and higher profits.
In this study, the service quality structure of air cargo terminals was established through Delphi method through the literature collection, discussion and expert interviews of semi-structured questions. Therefore, it is important to explore how to improve the service quality performance of air cargo terminals. The important findings are as follows:
1. Using the decision-making trial and evaluation laboratory (DEMATEL) method combined with the analytic network process (ANP) find out the ‘New facilities or high-tech equipment,’ ‘Professional spirit,’ ‘Security and safety,’ ‘Sense of trust,’ ‘Ability to handle unusual cargo,’ ‘Professional,’ ‘Standard operation processes,’ and ‘Customer equity.’ as eight key criteria and causal relationships between each key criteria
2. From the Cause-and-Effect Diagram, it was found that "modern warehouse" and "professionalism" were the main sources of service quality improvement. After interviewing senior executives of air cargo terminal industry, considered "professionalism" as the main driving criterion for improving the performance of key factors. In the key criteria, the first three key criteria affecting "professionalism" are "modern warehouse", "professionalism" and "standard operating procedures". Therefore, it is necessary to improve the "professional" performance and satisfaction of freight forwarders. The cognition of these three criteria can be used as a priority improvement project with better results.
3. This study also provides the four domestic warehouse operators of importance and performance value analysis, in order to carried out understand the advantages and disadvantages of each service provider''s service quality, and SWOT matrix analysis is used to formulate service quality improvement strategies for each industry to enhance their operational competitiveness.
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