國際物流業者電子化對顧客滿意度及忠誠度之影響

Abstract

國際物流業具有跨國界之產業特性，國與國之間的資訊依賴電子化訊息作為鏈結，隨著網際網路的發達，使得顧客特別注重資訊的即時性。企業電子化(E-Business)係指國際物流業者透過數位化的方式與顧客充分溝通及配合，包括網站的使用、資訊的互動、E-mail的往來，乃至於電子化供應鏈管理等，透過E化方式交換顧客與國際物流業者的上下游資訊。

本研究以問卷調查的方式進行，主要根據客戶與國際物流業者合作現況、業者電子化對於顧客滿意度與重要度及忠誠度及問卷基本資料三大部分做為調查。藉由問卷調查與IPA分析探討國際物流產業電子化是否有效滿足客戶需求、增進合作關係、提升物流績效，進而提升貨主對其服務的滿意度與忠誠度，並用修正IPA方法剖析個案公司與其他國際物流業者之競爭力分析，用來做為國際物流業者電子化的參考依據及個案公司之建議。

International logistics industry has characteristics of cross countries, information electronic messages as links between countries. As the Internet developed, making special emphasis on real-time customer information. E-Business refers to the international logistics industry through digitization way to fully communicate with customers and co-ordination, including the use of websites, interactive information, E-mails, and even in the electronic supply chain management through E - exchange of information on downstream customers and the international logistics industry.

In this study, a questionnaire survey conducted on 1) customer of cooperation with the international logistics industry. 2) the effect of the E-business to the importance of customer satisfaction and loyalty, and 3) the basic information. To investigate the consumer needs by a questionnaire survey and IPA analysis of the international logistics industry, enhance partnerships to improve logistics performance, and thus enhance the satisfaction and loyalty of shippers for its services. Through analyze the case company with other competitors using Revised IPA competitiveness of the logistics industry. The result can be used as the reference of E-business of the international logistics industry and also get the suggestions to the case company.