The Study of Service Quality on B2B Logistics Operation

• Main Authors: Hsien-Chung Cheng, 鄭献宗
• Other Authors: G. C. Hung
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/00050066059025574709

碩士 === 世新大學 === 企業管理研究所(含碩專班) === 95 === The Distribution Center is the important part of marketing strategy that is the connection between inbound and outbound goods. The main functions include warehousing、transportation allocating、storage managing、interchanging information and processing. The customer satisfaction and service quality have the relevance. To complete the physical distribution service quality is advantageous to company that is going to conducting the development and enhancing the competitive. The physical distribution industry service is diverse also is complex. Discuss the appraisal factor of all physical distribution service quality is hard to be definite. This study points at the B2B field, mainly discusses the appraisal factors of the service quality between Business to Business. This study has collected the related studies of the service qualities from the experts and the scholars then carried on the research design. This study has used the factor analysis to selecting the appraisal factors of the service qualities. The Analytic Hierarchy Process (AHP) was used to gaining the degree of importance and the weighty consequence of the appraisal factors. The results of this study indicated that 1)The appraisal factors of the service qualities on physical distribution are: “The working quality of ordering & distributing”, “The reaction in time and on schedule”, “The storage managements” “The image of the service quality”, “The handling ability on special case”, “The quality of communication & connection” and “The additional service and the cost” seven factors.“The working quality of ordering & distributing” and “The reaction in time and on schedule” is the most important factors to evaluate the field of B2B.The factors of “The storage managements” and “The image of the service quality” Are few discussed except B2B field. 2)“On time delivery as the commitment date” “The commodity of the allocation is correct” “The quantity of the allocation is correct” “The order process is correct” and “Well controlling on the buffer stocks” are the top five important appraisal attributions for the study of expert. 【Key words】The Physical Distribution, Supply Chain, Logistics, The Factor Analysis, and Analytic Hierarchy Process.