大件宅配物流服務業者的評估模式

An Evaluation Model for Large -Commodity Home Delivery Logistics Service Providers

在電子商務的交易，如何將商品安全、完整且迅速配送至顧客手中是一個非常重要的議題。一般常見的電子商務交易大多屬於小件商品交易，大件商品的電子商務交易則較少見，也因此，大多數的電子商務商品的配送也都集中在小件商品。隨著電子商務的蓬勃發展，已有愈來愈多的消費者選擇在網路上購買大件商品（例如：傢俱與電器）。2019年COVID-19疫情爆發，造成許多消費者從一開始被迫於網路採購各類商品，至後來習慣於網路的電子交易，也因此造成各類商品的電子商務交易量比疫情前增加許多，這現象在大件商品的電子商務交易上則尤其明顯。由於大件商品的特殊性，電商企業在提供大型商品宅配（簡稱大件宅配）服務時仍有所侷限。面對逐漸增長的大件宅配市場，電商企業與物流服務業者皆急需一套客觀的績效評估模式。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，然後以平衡計分卡（Balanced Scorecard, BSC）結合層級分析法（Analytic Hierarchy Process, AHP）來決定各指標的權重值並建構評估模式。根據研究結果，本研究彙整一份「大件宅配物流服務業者評鑑表」作為相關業者之參考，並對前十名指標的管理意涵加以討論，以提供相關業者營運上的建議。

In e-commerce transactions, how to deliver goods to customers safely, completely and quickly is a very important issue. Most of the common e-commerce transactions are for small commodities, while e-commerce transactions for large commodities are less common. Therefore, the distribution of most e-commerce commodities is also concentrated on small ones. With the booming development of e-commerce, more and more consumers are choosing to purchase large commodities (such as furniture and electrical appliances) online. The outbreak of the COVID-19 epidemic in 2019 forced many consumers to purchase various goods online from the beginning, and later became accustomed to electronic transactions on the Internet. As a result, the e-commerce transaction volume of various commodities has increased significantly compared with before the epidemic. This phenomenon is especially obvious for large commodities. Due to the special nature of large commodities, e-commerce companies are still limited in providing home delivery services for large commodities. Facing the growing large-commodity home delivery market, e-commerce companies and logistics service providers are in urgent need of an objective performance evaluation model. This study first compiled the evaluation dimensions, criteria and indicators through literature review and expert interviews, and asked experts to confirm the importance of each indicator. It then used the Balanced Scorecard (BSC) combined with the Analytic Hierarchy Process (AHP) to determine the weight value of each indicator and construct the evaluation model. Based on the research results, this study compiles an ''Evaluation Table for Large-Commodity Home Delivery Logistics Service Providers'' as a reference for related companies, and discusses the management implications of the top ten indicators to provide operational suggestions for related companies.