第三方物流業者之物流服務能力滿意度評估 及改善對策 – 以個案C公司為例

Abstract

本研究主要目的在探討「國內第三方物流服務業者之物流服務能力及滿意度」，針對國內第三方物流業者之企業客戶為對象進行個案整體研究，利用AHP層級分析法篩選企業客戶對於第三方物流業者的物流服務能力之關鍵評估準則，最後再透過重要度與滿意度分析法，討論個案公司之改善方向。另針對企業客戶進行不同屬性之分類，探討不同類型之企業客戶所重視的物流服務能力指標。 經實證研究發現，企業客戶共同認為最重要的物流服務能力構面為「物流作業品質」，最重要的物流服務能力指標為「出貨正確率」，最需要優先改善的物流務能力力指標為「配送穩定度」及「運輸價格」。個案公司的競爭優勢為「訂單完成能力」、「出貨正確率」、「庫存正確率」、「基礎資訊能力」、「管理物流供應商的成本」、「倉儲費用」，需要繼續保持此優勢加以發展，成為與同業競爭時的優勢指標。 本研究也對於不同屬性之企業客戶進行分析，以尋求不同屬性之企業客戶真正的想法與其所重視的服務需求及對於目前合作的滿意度，除可深化個案公司與企業客戶間的合作關係，更可提供個案公司做為未來開發客戶的策略參考。

Abstract The main purpose of this study is to explore the logistics service capacity and satisfaction of the 3PL, and to conduct a case study on the corporate clients of the domestic 3PL, and to use AHP to screen enterprise customers for 3PL logistics service capacity of the key assessment criteria, and finally through the importance and satisfaction analysis method to discuss the improvement of the direction of the case company. The different types of enterprise clients for different types of business classification, to explore the different types of corporate clients attach importance to the logistics servi-ce capacity indicators. According to the empirical research, it is found that the most important logistics service capability is "logistics operation quality", and the most important logistics service capability index is "shipping correct rate", and the first priority to improvement of logistics ability index is "Delivery stability" and "transportation price". The competitive advantage of the case company is "order fulfillment", "shipping accuracy", "inventory correct rate", "basic information capacity", "management logistics provider cost", "storage costs", need to continue to maintain this advantage. This study also analyzes the business clients of different attributes in order to seek the real idea of different business clients and their satisfaction with the service needs and satisfaction with the current cooperation, in addition to deepening the relationship between the case company and clients more and can provide case company as a future development of marketing strategy.