個案公司配送服務績效及其改善之研究-以服飾業零售通路配送為例

Abstract

物流成為企業在競爭中獲利的必要因素，因此，物流專業服務公司如何在競爭的環境中，掌握客戶需求來提升服務績是重要課題。本研究主要為探討個案專業物流公司服飾配送服務績效與資源配置，並研擬個案公司服飾配送服務供應建議。研究結果發現個案公司與兩大通路在重視度的順序具有一致性，但國外品牌代理通路對服務有較高的期望與標準，兩大通路對於滿意度感受差不多，但個案公司雖在各方面比客戶還重視，但績效不如預期，需要注意，尤其在國外品牌代理通路上。

”logistics” has become a necessary condition for enterprises to gain margin for surviving.So, the logistics corporations especially needs to promote the service performance, and to survive in a competitive environment.This study focuses on the investigation form this company and it’s customers’ view to measure the performance of delivery service.According to the research, some valuable results reflect in the following aspects. The senior management of this company and customer have a common expectation on delivery service,but need to erase the gap of customer satisfaction.And it should pay special attention to the clothing retail stores on agent brand.