| Summary: | 碩士 === 國立交通大學 === 管理學院運輸物流學程 === 101 === The main purpose of this study is to investigate service quality and satisfaction of the 3PL toward organic food chain store via the gap between expectation and actual perception toward service quality provide by 3PL. Service quality model are proposed by three scholars, Parasuraman, Zeithaml, and Berry are applied. Then use another scholar proposed logistics service quality to find out the six dimensions to measure service quality include accuracy and rapid, reliability, empathy, professional, credibility, and tangible.In order to understand relationship between service quality and customer satisfaction. To enhance the satisfaction level of the organic food chain store toward 3PL’s service quality to improve as the 3PL logistics operations basis and recommend other 3PL branched out into such retail types logistics business.
This study through literature review used five dimension of the service quality to designed questionnaire and surveyed A organic food chain store in Taiwan. The survey indicated the significant gap between expectation and actual perception of chain store in each dimension toward service quality provide by 3PL, especially in the dimension of empathy. Chain store mainly expected and perceived are also “keep item and quantity right while replenishment.” From variance analysis of different demographical statistic variables and customer satisfaction has no significant gap.
Based on this empirical result, logistics service quality can divide on six factor dimensions. According these six dimensions to evaluate the gap between expectation and perception can decrease the gap between expectation and actual perception. The conclusions can improve customer satisfaction and promote the competitive advantage.
Keywords: Chain Store, 3PL, Service Quality, PZB model, Customer Satisfaction
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