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供應商之物流服務品質對顧客關係品質的影響

The Impact of Logistics Service Quality of the Suppliers on the Customer Relationship Quality

作者:莊茜雯
畢業學校:東吳大學
出版單位:東吳大學
核准日期:2012-10-18
類型:Electronic Thesis or Dissertation
權限:Copyright information available at source archive--scu....

中文摘要

維繫供應商和顧客間的關係品質是企業追求永續發展的重要課題。電子產業特性所致,其物流服務的支援扮演著重要的角色,形成供應鏈中不容忽視的一環。
本研究透過個案研究方法,了解物流服務品質的人員服務品質、資訊系統支援、交貨能力三構面對於與顧客關係品質,包括滿意、信任、承諾程度的影響。
根據結果發現,由於電子產業生命週期短的特性,供應商的交期必須快速且準時,才能配合顧客快速汰舊換新並取得市場商機。三個物流服務品質構面中的「交貨能力」成為影響顧客關係品質的關鍵因素。此外,本研究亦發現合作關係模式、市場的競爭結構、客戶採購客製品、價格、品牌知名度、客戶採購關鍵零組件等,有可能強化或弱化物流服務品質對顧客關係品質的影響。隨著時間的推移,交貨能力與這些變數對關係品質的影響力可能會有消長之情形。
本研究建議企業應在物流服務品質的支援策略上做出妥善的資源配置,投入些許資源於人員服務品質及資訊系統的支援上,以達到顧客的期望,主要的資源放在「交貨能力」的強化上,以幫助企業創造獨特的競爭優勢。並且根據長短期中不同存在的影響因素,採取不同的策略,以讓資源投入發揮最大效益且有效提升與顧客之關係品質。

英文摘要

Maintaining the relationship quality between suppliers and cus-tomers has become an important strategy for firms to pursue its busi-ness sustainability in recent years. For the companies in the electronics industry, because of industry-specific characteristics, logistics service holds an essential position in the supply chain management.
Through the case study method, the research tries to discuss the logistics service quality, which is made up of personnel service quality, the support of information system and the delivery capability, affects the customer relationship quality. According to the result, the suppliers' delivery should be as fast as possible and on schedule, so as to cater the characteristics of short product lifecycle, and to meet the requirements of rapid replacement. Among the three quality dimensions, the delivery capability is the key factor that affects customer relationship quality. In addition, the study also found some other possible non-logistics service quality related factors that may intensify or weaken the relationship between the logistics service quality and customer relationship quality, such as collaborative model, market competition structure, customized products requirement, price, brand awareness and key components ordered.
Research suggested that resources should be properly allocated among logistics services supporting system, that is allocating minor the resources on the personnel service quality and information systems, and allocating major resource on delivery capability in order to create competitive advantage.

 

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