臺灣博碩士論文加值系統

本文旨在探討影響物流公司大量客製化以及顧客再購買意願之因素，這項研究指大量客製化項目，其提供的理論及實證結果將隨著公司收益付諸實踐；此外，在過去研究中，鮮少提及顧客滿意度以及顧客再購買意願對物流公司大量客製化之影響，故本文選取之樣本分別來自越南和緬甸的兩家物流公司之顧客，樣本數共411筆，採用SEM結構方程模型和LISREL結構方程模型進行分析。從模型中探討大量客製化及顧客滿意度之間關連性，並且檢驗顧客滿意度對口碑滿意度以及另外兩個因素分別是再購買意願及可靠性之影響。最後結果表明，有一半的假設未獲支持，但這仍然是一個實用的結果，並供採用大量客制化之企業吸取經驗。

Aims to investigate factors affecting mass customization and the impact on customer re-purchase intention in logistics service companies. This study refers to the mass customization project that provides theoretical and empirical results as the company proceeds and brings it into practice. Besides, it also is one of the few studies that explore the impact of mass customization in the service industry on customer satisfaction and intent to reuse the service. In addition, with a sample of 411 customers from two logistics companies in Vietnam and Myanmar, we checked out the hypothesis model using SEM model with LISREL statistical program. From this, it can be concluded that the relationship between mass customization project and customer satisfaction, then tested again whether has an affection of satisfaction on word of mouth dimension and the other two factors are re-purchase intention and trustworthy respectively. Finally, the final results note that half of the hypotheses are rejected but that is still a practical result that can be used to raise awareness and draw experience for companies which have used and still preceding the mass customization project.

Abstract....... ........i
摘要.....................ii
Acknowledgements....... iii
Table of Contents...... iv
List of Tables......... vii
List of Figures........ viii
Chapter 1: Introduction........ 1
1.1 Research Background........ 1
1.1.1 Logistics definition and Logistics Industry Overview..... 1
1.1.2 Relationship between Logistics, Supply chain and Distribution process..... 1
1.1.3 Logistics in freight forwarding.......... 2
1.1.4 The role of logistics in the economy..... 3
1.1.5 Classification of forms of logistics..... 3
1.2 Research Purpose... 4
1.3 Research Process... 5
Chapter 2: Literature review... 7
2.1 Mass Customization......... 7
2.2 Mass customization in services..... 8
2.3 Condition to apply mass customization...... 8
2.4 Factors impact on success mass customization....... 9
2.4.1 Customer involvement..... 9
2.4.2 Technology information capability........ 9
2.4.3 Organization management.................. 9
2.5 Customer satisfaction...................... 10
2.6 Customer Word of mouth..................... 11
2.7 Customer trust............................. 11
2.8 Customer repurchase intention.............. 12
2.9 Conceptual model and hypothesis............ 13
2.9.1 Conceptual model......................... 13
2.9.2 Hypothesis............................... 13
2.9.2.1 The key to success of mass customization project....... 13
2.9.2.2 Mass customization and customer satisfaction........... 14
2.9.2.3 Customer satisfaction, customer word of mouth, customer trust, and customer re-purchase intention......................... 14
2.9.2.4 Customer word of mouth and customer trust...... 15
2.9.2.5 Customer word of mouth, customer trust and re-purchase intention............................................. 15
Chapter 3: Methodology ................................17
3.1 Research development and data collection........... 17
3.2 Analytical method.................................. 22
3.2.1 Covariance Matrix................................ 22
3.2.2 Confirmation factor analysis..................... 22
3.2.3 Evaluating the fit of the model.................. 23
3.2.3.1 The χ² test, Chi-Square ........................23
3.2.3.2 Root mean square error of approximation (RMSEA)........ 23
3.2.3.3 Goodness of fit index (GFI), adjusted goodness of fit index (AGFI), and parsimony goodness of fit index (PGFI).................... 24
3.2.3.4 The root mean square residual (RMR) and standardized root mean square residual (SRMR)........................................ 25
3.2.4 LISREL.................................................. 25
Chapter 4 Empirical Results................................... 26
4.1 Sample generation......................................... 26
4.2 Confirmatory factor analysis approach..................... 27
4.3 Structural model and hypotheses testing................... 28
Chapter 5 Conclusion.......................................... 31
5.1 Research conclusion....................................... 31
5.2 Limitations and suggestions............................... 33
Appendix I – English Questionnaire............................ 31
Appendix II – Vietnamese Questionnaire........................ 38
Appendix III – Submitted Paper................................ 45

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