Assessment of Customer Relationship Management for Global Shipping Carrier-based Logistics Service Providers in Taiwan: An Empirical Study

The aim purpose of this paper is to empirically study the assessment of customer relationship management (CRM) for global shipping carrier-based logistics service providers (GSLPs) in Taiwan. At first, an evaluation framework integrated three methods and with combination of three stages questionnaires is developed. Three methods are threshold and importance analysis (TIA) approach, importance-performance analysis (IPA) approach, and fuzzy quality function deployment (FQFD) approach, respectively. Continually, an empirical analysis for the evaluation is performed to demonstrate the computational process of three methods adopted by this paper. Finally, the empirically results show that: (1) sixteen suitable CRM assessment indicators are evaluated via the TIA approach; (2) thirteen CRM assessment indicators of needing improvements are selected to position on the ‘concentrate here’ in quadrant 2 and ‘low priority’ in quadrant 3 by using the IPA approach; (3) the top four quality technology deployment plans for GSLPs in Taiwan are prioritized by experts via FQFD approach, including ‘customized service,’ ‘interactive marketing,’ ‘data mining,’ and ‘creation of new value,’ respectively. Key-Words: Customer relationship management (CRM); Shipping; Logistics service; Fuzzy