常溫物流中心顧客服務要素與服務品質之研究

This research intends to develop a
customer service model for dry-grocery
distribution centers(D.C). The sample of this
study is taken from 145 convenience
stores(CVS) in Taipei metropolitan area and
corresponding 5 distribution centers which serve these C.V.S. Being modified from the
PZB model, this research firstly show that 5
dimensions derived from factor analysis,
tangibles understanding reliability assurance
and competence which could be used to
construct the model and evaluate the service
quality of distribution centers. The most
important attributes of customer service for a
CVS are also identified. Secondly, two
differences are analyzed: the first difference
is to compare the important attributes of
customer service between the CVS and the
DC manager; the second difference identifies
the gaps between customer satisfactions and
expectations by employing Competitive
Position Matrix(CPM) and Performance
Evaluation Matrix(PEM). Finally, several
strategies and recommendations are proposed
for each distribution centers.