Evaluating Service Quality of Distribution Channel with Multiple Criteria

碩士 === 華梵大學 === 工業管理學系碩士班 === 92 === With the increase of the people’s living quality, traditional complicated distribution system hasn’t satisfied consumer’s needs. In order to satisfy the needs of customers, the quick and efficiency customer response channel system of modern supermarket and wholes...

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Main Authors: Chen Shin-Yung, 沈永信
Other Authors: Teng Junn-Yuan
Format: Others
Language:zh-TW
Published: 2004
Online Access:http://ndltd.ncl.edu.tw/handle/71874438665428124287
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spelling ndltd-TW-092HCHT00410062016-01-04T04:09:16Z http://ndltd.ncl.edu.tw/handle/71874438665428124287 Evaluating Service Quality of Distribution Channel with Multiple Criteria 多目標運銷通路服務品質之評估 Chen Shin-Yung 沈永信 碩士 華梵大學 工業管理學系碩士班 92 With the increase of the people’s living quality, traditional complicated distribution system hasn’t satisfied consumer’s needs. In order to satisfy the needs of customers, the quick and efficiency customer response channel system of modern supermarket and wholesales develop gradually and play an important role in the distribution system. Under these circumstances, the management of the channel system face strictly competition gradually. How to improve the service quality continuously in the competitive market is the critical issue for distribution channel members. The research proposes the evaluation model of two-steps distribution channel service quality. Firstly, this research to review the related references to generate the service quality elements of distribution center and supermarket. Based on the PZB model, this research generates 22 suitable service quality elements to design the survey questionaire. The component of questionaire survey includes investigation of satisfaction and importance level for each element. These levels of service quality element reflect the cognition of supermarket and consumers have accepted distribution center and supermarket after the service quality of supermarkets and consumers. Secondly, this research to use canonical correlation analysis to analyze the correlation between two objects of service quality and to find the maximum of canonical correlation coefficient. According to this result, the two-steps distribution channel service quality evaluating model, is constructed and to determinem the rank of service quality. Thirdly, on the basis of two-steps distribution channel service quality evaluating model, this research extends the evaluating model to multiple-steps distribution channel system. It is the most important contribution in this research. Finally, this research to conduct an emperical study of Taipei Agricultural Products Marketing Co.. According to two-steps distribution channel service quality evaluating model, the service quality of the integrated distribution system belong to the level of moderate. And 15 subchannel of supermarkets all belong to the level of moderate. It shows that the two-steps integated distribution channel service quality still has to improve continuously. The proposed model of this research can be extended to conduct emperical case study of integrated service quality of three-steps or even more steps distribution system. Teng Junn-Yuan 鄧振源 2004 學位論文 ; thesis 105 zh-TW
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description 碩士 === 華梵大學 === 工業管理學系碩士班 === 92 === With the increase of the people’s living quality, traditional complicated distribution system hasn’t satisfied consumer’s needs. In order to satisfy the needs of customers, the quick and efficiency customer response channel system of modern supermarket and wholesales develop gradually and play an important role in the distribution system. Under these circumstances, the management of the channel system face strictly competition gradually. How to improve the service quality continuously in the competitive market is the critical issue for distribution channel members. The research proposes the evaluation model of two-steps distribution channel service quality. Firstly, this research to review the related references to generate the service quality elements of distribution center and supermarket. Based on the PZB model, this research generates 22 suitable service quality elements to design the survey questionaire. The component of questionaire survey includes investigation of satisfaction and importance level for each element. These levels of service quality element reflect the cognition of supermarket and consumers have accepted distribution center and supermarket after the service quality of supermarkets and consumers. Secondly, this research to use canonical correlation analysis to analyze the correlation between two objects of service quality and to find the maximum of canonical correlation coefficient. According to this result, the two-steps distribution channel service quality evaluating model, is constructed and to determinem the rank of service quality. Thirdly, on the basis of two-steps distribution channel service quality evaluating model, this research extends the evaluating model to multiple-steps distribution channel system. It is the most important contribution in this research. Finally, this research to conduct an emperical study of Taipei Agricultural Products Marketing Co.. According to two-steps distribution channel service quality evaluating model, the service quality of the integrated distribution system belong to the level of moderate. And 15 subchannel of supermarkets all belong to the level of moderate. It shows that the two-steps integated distribution channel service quality still has to improve continuously. The proposed model of this research can be extended to conduct emperical case study of integrated service quality of three-steps or even more steps distribution system.
author2 Teng Junn-Yuan
author_facet Teng Junn-Yuan
Chen Shin-Yung
沈永信
author Chen Shin-Yung
沈永信
spellingShingle Chen Shin-Yung
沈永信
Evaluating Service Quality of Distribution Channel with Multiple Criteria
author_sort Chen Shin-Yung
title Evaluating Service Quality of Distribution Channel with Multiple Criteria
title_short Evaluating Service Quality of Distribution Channel with Multiple Criteria
title_full Evaluating Service Quality of Distribution Channel with Multiple Criteria
title_fullStr Evaluating Service Quality of Distribution Channel with Multiple Criteria
title_full_unstemmed Evaluating Service Quality of Distribution Channel with Multiple Criteria
title_sort evaluating service quality of distribution channel with multiple criteria
publishDate 2004
url http://ndltd.ncl.edu.tw/handle/71874438665428124287
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