服務品質文獻綜述暨其相關產業應用課題研究

Abstract

服務品質與產品品質之定義與衡量分式不同。過往幾十年，經濟發展以製造業為主；近期隨著服務業越來越興盛，人們亦越來越重視服務之品質。本研究目的乃在探討台灣的物流業其品質與服務績效間之關係，並且藉由文獻探討，分析近幾十年，服務品質應用和趨勢的轉變。 本文共分為四章探討服務品質，第一章為服務品質文獻探討，後三章為台灣的物流業現況與其品質和服務績效間之關係，以下為各章節探討內容： 一、 探討過去幾十年來，服務品質的進展與趨勢。說明服務傳遞中的衡量、服務失敗後之補救，透過文獻探討進行資料彙整，並進行詳盡解析。 二、 台灣物流產業之現況探討。由中華民國物流協會會員名單中，隨機取樣取得樣本。經分析後發現，大部分物流中心挑選供應商的時候，將供應商之品質排在第一順位。 三、 從管理者品質管理認知的角度，探討物流業管理者品質管理與物流服務績效間之關係。研究結果指出「可靠能力」、「售後服務」、「方便」、「溝通」等因素對於品質管理認知與物流服務績效皆有顯著正向影響。 四、 探討國內物流產業品質管理做法對物流服務績效的影響。經由集群分析、卡方檢定與U檢定等統計分析後，發現品質管理執行程度愈高，則物流服務績效的「售後及特殊服務」、「配送的服務品質」、「退貨處理能力」表現也愈佳；而提昇品質管理之「全員參與」、「ISO 9000」、「資訊分析」，對物流服務績效有正面而顯著的影響。

The definition and measurable methods between service quality and product quality are significantly different. In the past decades, the manufacturing sector was still the main contributing factor to economic growth; the service sector has thrived recently, therefore people nowadays put emphasis on quality of service. The objectives of the study are to expound on the relationship between quality and service performance in the logistics industry, and to investigate the applications, trends, and advances in service quality during the past few decades. In this thesis, there are four parts. The first part is a literature survey of service quality. The last three parts are the state-of-the-art of logistics, and the relationship between quality and service performance. The following are the detailed descriptions: 1. The study looks into the literature survey of service quality during the past few decades in terms of service delivering and measuring (SERVQUAL), and recovery satisfaction (RECOVSAT). 2. The study is to probe the current status of the logistics centers listed in Taiwan Association of Logistics Management. The findings indicate that most logistics centers put quality as their first concern when they select suppliers. 3. The study is to examine empirically the relationship between the quality management perception and service performance of logistics functions. The result shows that the factors: reliability, after-sale service, convenience, and communication have a significantly positive effect on quality management perception and service performance of logistics functions. 4. The study is to examine empirically the relationship between the quality management implementation (QMI) and logistics service performance (LSP). The results analyzed by statistical methodologies show that the clustering factors have a significant effect on some QMI perspectives and some LSP perspectives.