台湾百货公司物流配送服务价值水平分析

A Case Analysis on the Level of Service Value of Logistics Distribution in Taiwan's Department Stores

以台湾百货公司第三方物流企业为例,结合相关理论与研究基础进行问卷调查,同时采用单因素方差分析方法,对配送服务价值水平进行研究,基于完整与实用的服务价值测定体系与分析过程,表明渠道与送货量规模对服务价值水平有显著影响。为提高服务价值水平,企业应不断收集有力信息,区隔客群,降低客户对服务需求期望,以及提升其对服务质量与成本认知,深化优质服务,提高内外顾客满意与忠诚,精准投入优化资源,持续创造组织超凡竞争力与价值。

As a case study on third-party logistics enterprise of department stores in Taiwan, this paper adopts one-way ANOVA method on the level of service value of logistics distribution, questionnaire survey, combin relevant theory and research foundation. The results show that a scale of channels and goods quantity have a significant effect on the level of service value, and the questionnaire survey also gains both complete and practical measurement systems and analysis process of value of the services. In order to improve the level of service value, companies should gather information continually and effectively, differentiate customer groups, reduce customers＇ demand for service expectations, enhance their awareness of the service quality and cost, improve service quality, raise the customer satisfaction and loyalty both internally and externally, optimize the resource inputs, and create a continual, extraordinary organizational competitiveness and value.