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題 名 | Comparison of the Level of Importance and Satisfaction of Service Attributes in the Taiwanese Liner Shipping Industry=臺灣地區定期航運業服務屬性的重要性與滿意度之比較 |
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作 者 | 呂錦山; | 書刊名 | 長榮學報 |
卷 期 | 1:1 1997.11[民86.11] |
頁 次 | 頁83-100 |
分類號 | 557.4 |
關鍵詞 | 服務屬性; 定期航運; 滿意度; Service attributes; Liner shipping; Satisfaction; |
語 文 | 英文(English) |
中文摘要 | 大部份先前有關定期海運業服務屬性的研究,較強調用管理者的重要性程度去分 析公司的策略,而不是根據管理者的滿意度程度。實際上,當管理者認為某服務項目非常重 要,並不表示此服務的項目對公司的績效會很好。因此,本研究試圖從海運經營業者的觀點 ,去比較兩者間是否有顯著的不同。透過問卷調查的方式,再經由統計套裝軟體 SPSS 次數 分配與四象限圖形分析,結果顯示良好的財務狀況是定期船公司最重要的服務屬性,而船期 的準確性與業務員處理事情的能力則是定期海運船務代理業與海運貨物承攬業二個最重要的 服務屬性。在對公司的績效滿意度程度方面,業務員處理事情的能力是航商與船務代理業最 滿意的服務屬性,而業務員的服務態度是海運承攬業最滿意的服務屬性。當比較重要性程度 與滿意度是否有顯著性的不同時,一般而言,當管理者認為某服務屬性重要性程度愈高時, 其績效滿意度程度也將隨之愈高。 |
英文摘要 | Most literature on shipping service attributes has focused on the level of importance to explore corporate strategies, not on the satisfaction level of service attributes. However, some service attributes were considered important by shipping operators, it did not mean that they were satisfied with their firms' performance. Hence, this study seeks to explore the difference of the level of importance and satisfaction of service attributes from a liner shipping operator's perspective. A questionnaire survey was used to collect data on the basis of a shipping manager's perception. The results of frequency analysis showed that shipping companies rated good financial condition as the most important item, while shipping agencies and ocean freight forwarder rated reliability of advertised sailing schedules and ability of sales representative to handle problem as most important. On the other hand, the ability of sales representative to handle problem was the highest satisfaction item for shipping companies and shipping agencies, while ocean freight forwarders rated courtesy of sales representative as the highest satisfaction service attribute. In addition, a quadrant scatter-plot was applied to compare the levels of importance and satisfaction in the various service attributes. In general, the level of satisfaction was associated with a similar level of importance. |
本系統中英文摘要資訊取自各篇刊載內容。