Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/24732
標題: 定期海運業之核心能耐及其管理機會方格之建構
Liner Shipping Industry's Core Competences and its Management Opportunity Grid
作者: 張又華
Chang, Yu-Hua
關鍵字: http://etds.lib.nchu.edu.tw/etdservice/view_metadata?etdun=U0005-2906200922041500
定期海運業
核心能耐
顧客滿意度
管理機會方格
重要與表現同步比較分析矩陣
出版社: 高階經理人碩士在職專班
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摘要: 本研究目的在於探討定期海運業核心能耐,首先由國內外海運相關研究文獻,再加上本研究首次提出的定期海運業服務能耐屬性項目,進而發展出本研究之定期海運業服務能耐之五項構面,其分別為「船期與艙位」、「場站運務與機具設備」、 「銷售與價格」、「團隊工作人員與作業流程」及「資訊科技與創新」,歸納出47項之能耐屬性問項,進行問卷調查,藉由海運承攬運送業從業人員所認知之重要性程度和實際體驗後的顧客滿意度知覺,建立定期海運業之管理機會方格,幫助定期海運業管理者瞭解如何將有限的資源分配在自身能耐的優先順序方向,以及找出海運業真正的主要核心能耐,進而同時與競爭者比較滿意度之後得到重要與表現同步比較分析矩陣,發現自己的競爭優勢,以提供定期海運業管理者作為擬定競爭策略之參考。 本研究樣本共計219份問卷,實證研究獲得結論如下: 一、 海運承攬運送業從業人員認為定期海運業最重要的前十項服務能耐如下:「貨物運送之安全性」、「船期穩定性」、「業務工作人員的緊急意外事件處理能力」、「市場運費調漲時可給予較低調幅的彈性」、「一般正常的運費符合市場合理水準」、「報價回應速度」、「發生貨物退關後之服務補救與態度」、「業務工作人員海運的專業知識程度」、「文件製作的正確性」與「運櫃務人員之專業能力 (如意外事件處理經驗)」。 二、 研究結果顯示定期海運業應該立即改善的項目包含報價回應速度、運費符合市場水準、運費調漲時的彈性與貨損處理速度、客訴理賠回應態度及退關後之服務補救,也就是說將這些原來在第一象限顧客滿意度不高的能耐與服務缺口補合起來,而能轉移到第二象限,這家船公司將能夠擁有這些競爭優勢與核心能耐,因而得到海運承攬運送業從業人員的支持。
The purpose of this study is to explore the core competences of the liner shipping industry and to further build up its management opportunity grid. I identify liner shipping companies' competitive advantages as well as their separate marketing strategies in terms of the simultaneous importance-performance analysis. I first locate the competence attributes of the liner shipping industry from literature. Second, I manually identify competence attributes, altogether I have 47 competence attributes for my sample firms. The purpose of the investigation is to measure how the liner workers perceive the importance and the post-experienced satisfaction awareness of the above mentioned 47 competence attributes. The data is collected from questionnaires sent to 39 freight forwarders' key persons who are in charge of choosing ocean carriers that used to provide outbound services from Taichung to Intra-Asia. A total of 219 questionnaires were distributed, and all questionnaires are fully returned and are all useable, which gives an effective rate of 100%. The empirical results found that, the ocean freight forwarders perceive ‘the security of the cargoes' as the most important competence attribute, followed by the ‘stabilization of shipping schedule', ‘the teammates' ability to solve problems under emergency condition', ‘professional knowledge', ‘price-related competence attributes', ‘customer claim-related competence attributes', and ‘accurate documentation'. Based on the findings of this study, liner shipping industry needs to concentrate on those price-related and customer claim-related competence attributes as soon as possible. They should allocate resources to these crucial attributes with top priority, as these areas are perceived as high importance/low satisfaction by customers. If any of the carriers can satisfy the customers with the above attributes first, the attributes will turn to be their competitive advantages.
URI: http://hdl.handle.net/11455/24732
其他識別: U0005-2906200922041500
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