| 摘要: | 人流、金流、物流、資訊流的大量湧入城市，生活在城市裡的居民都希望可以擁有更好的生活品質、就業機會、教育程度、醫療設施、社會文化……因此，如何評選出符合城市居民要求的城市物流服務業者已是極欲迫切了解之議題。而本研究所提出之城市物流包含高便利性的城市物品倉儲及高時效性、高效率的城市配送服務。
本研究根據文獻探討與前測問卷分析之結果，建構出城市物流服務業者評選模式。同時，運用分析層級程序法(Analytic Hierarchy Process, AHP)分析各個城市物流服務業者之評量構面、準則與指標之相對權重值與重要性排序。之後，將藉由模擬選擇城市物流服務業者之情境，驗證本研究所提出之城市物流服務業者選擇與評量模式於實務中運作之可行性。
研究結果顯示，選擇與評量城市物流服務業者時，最重視之評量構面依序為「運輸配送構面」、「顧客服務構面」、「倉儲保管構面」、「綠色環保與社會責任構面」。而在選擇與評量城市物流服務業者之前十大關鍵評量指標依序為「貨品配送的可靠性」、「配送人員的專業態度」、「客服人員的專業態度」、「倉管人員的專業態度」、「良好的顧客關係」、「倉儲的安全管控」、「即時貨物追蹤能力」、「倉儲時間與地點的便利性」、「緊急貨物處理能力」、「物品送達預先告知服務」。同時，根據驗證結果顯示，本研究所建構之評量模式是可於實務中運作的。
Because of the urbanization, people who live in the city wish to have a better quality of life, just as employment opportunities, education, medical facilities, social and cultural. Therefore, how to select and evaluation a city logistics provider that can meet the requirements of residents in city will be the instancy issue in today. City logistics include self-service storage and city delivery.
This study reviewed the relational literatures on the subject of logistics provider selection, and bases on the analysis result of the questionary survey to build up the selection model of the city logistics provider. Then it use Analytic Hierarchy Process (AHP) method to analyze the relative weight and the important rank of the dimensions and factors. We also simulate the city logistics provider selection situation to test the validity and performance of the model.
The research finds that the most important dimensions of selecting and evaluating city logistics provider are: Transportation and delivery, customer service, warehousing, and green logistics and social responsibility. The research find out the top ten evaluation criteria are reliability of delivery, Attitude of sales driver, attitude of customer service, attitude of warehouse personnel, customer relations, warehouse security, real-time cargo tracking, convenient time and place, emergency services and delivery notification service.
The result shows that our proposed selection and evaluation model can evaluate correctly. Consumer can use these results to help them select a better city logistics provider in the future. |
