跨境電商對海外倉儲物流服務業者的評估模式

Cross-Border E Commerce Companies' Evaluation Model for Overseas Warehousing and Logistics Service Providers

近年來由於跨境電子商務的快速崛起，跨境物流活動也愈來愈頻繁。跨境電子商務企業（簡稱跨境電商）仰賴海外倉儲物流服務業者將其商品送至顧客的手中，擁有優良的海外倉儲物流夥伴是跨境電商於海外市場成功的重要關鍵要素之一；也因此，如何評選海外倉儲物流服務業者，對跨境電商而言是一個重要的問題。本研究首先透過文獻探討與專家訪談彙整出評估構面、準則與指標，並請專家確認各指標的重要性，然後以層級分析法來決定各指標之權重值並建構評估模式。本研究亦產生海外倉儲物流服務業者之測試案例，來驗證評估模式於實務中運作之可行性。研究結果顯示前十名的指標為：配送可靠度、配送客製化服務、倉保安全度、倉保全面性、快速通關服務、到府收送服務、倉保便利性、貨款代收服務、通關代理服務、配送時間廣度與配送管理（最後兩項並列第十名）。在這些指標中，五個與配送有關，三個與倉保有關，兩個與通關服務有關，可見跨境電商是很重視海外倉儲物流服務業者之貨品配送能力、倉保能力與通關服務能力。本研究亦彙整一份「跨境電商選擇海外倉儲物流服務業者評鑑表」來為跨境電商評量其海外倉儲物流服務業者時的參考。最後，本研究對前十名指標的管理意涵加以討論，也對跨境電商以及海外倉儲物流服務業者提出營運上的建議。

In recent years, due to the rapid rise of cross-border e-commerce, cross-border logistics activities have become more frequent. Cross-border e-commerce companies rely on overseas warehousing and logistics service providers to deliver goods to customers. Having excellent overseas warehousing and logistics partners is one of the important key elements for cross-border e-commerce companies to succeed in overseas markets. Therefore, how to evaluate overseas warehousing and logistics service providers is an important issue for cross-border e-commerce companies. This research first summarizes the evaluation dimensions, criteria and indicators through literature discussion and expert interviews, and asks experts to confirm the importance of each indicator. Then, the AHP (Analytic Hierarchy Process) method is used to determine the weight of each indicator and construct an evaluation model. This study also generates different test cases of overseas warehousing and logistics service providers to verify the feasibility of the evaluation model in practice. The research results show that the top ten indicators are: distribution reliability, customized distribution services, warehousing safety control, comprehensive warehousing and storage capabilities, fast customs clearance services, delivery to home services, convenience of warehousing, payment collection services, customs clearance services, distribution time span and distribution management (the last two items are tied for tenth). Among these indicators, five are related to distribution, three are related to warehousing, and two are related to customs clearance services. It can be seen that cross-border e-commerce companies attach great importance to the goods distribution capacity, warehousing capacity and customs clearance service capacity of overseas warehousing and logistics service providers. This study also provides an evaluation form for cross-border e-commerce companies to evaluate their overseas warehousing logistics service providers. Finally, this study discusses the management implications of the top ten indicators, and also provides operational recommendations for cross-border e-commerce companies and overseas warehousing and logistics service providers.