臺灣地區國際貨運承攬業物流服務失誤的關鍵管理能力之研究

Identifying the Critical Logistics Management Capability of Service Failure for Taiwanese International Freight Forwarders

物流服務失誤的發生將導致服務品質不佳，進而降低顧客忠誠度，國際貨運承攬業者為維持住故有的顧客，應該致力於降低物流服務失誤事件。本研究旨在透過專家問卷調查進行層級分析，藉以找出國際貨運承攬業之物流服務失誤的關鍵管理能力。根據相關文獻及業界專家訪談共研擬出四個構面以及16 項能力屬性。由層級分析法(AHP) 分析結果顯示「核心物流操作能力」是國際貨運承攬業者建構其物流服務失誤管理能力最關鍵的能力構面，其後依序為「風險控管能力」、「供應鏈整合能力」以及「人力資源管理」。

The occurrence of logistics service failures results in poor service quality and decreasing customer loyalty. It is imperative for international freight forwarders to decrease logistics service failure events to sustain customer loyalty. This study aims to identify the crucial logistics service failure management capability for Taiwanese international freight forwarders by employing Analytic Hierarchy Process (AHP) technique with questionnaire survey. A research framework including four key dimensions of capability and sixteen capability attributes is proposed based on literatures review and interviews with experts. The results of AHP analysis indicate that core logistics operational capability is perceived as the most important capability dimension for Taiwanese international freight forwarders when building service failure management capability, followed by risk management capability, supply chain integration capability, and human resource management capability.