摘 要
資訊科技的進步與網際網路的蓬勃發展，使得企業間的資訊傳遞及交換可以在瞬間完成，促使流通機能中的商流、資訊流、金流都可以在彈指間完成其流程運作。然而，實體配送仍須經過撿貨、分貨、流通加工、包裝及輸配送才能夠完成，因此，如何構築健全完整的物流體系，在正確的時間、地點，快速而正確的交貨以達成顧客的滿意，乃是現代化企業的基本生存條件之一。
許多一般企業的物流業務都可以利用外包處理的方式提昇效率、降低成本，只要本身物流主管能夠密切掌控流程，做好委外的管理，同時找到一間好的專業物流公司，與之密切合作，絕對可以發揮一加一大於二的綜效，而本研究主要的目的就在於找出顧客如何看待專業物流公司，滿意度的發展歷程及主要影響因素。
在審視了許多國內外的文獻之後，可以發現國內的研究在此部分仍付之闕如，因此，本研究希望能夠運用流程的概念搭配顧客的角度，挑選國內四個產業的供應鏈體系中的製造商作為研究對象，運用問卷調查的方式，從中能夠找出研究對象如何知覺現有專業物流公司所提供之服務及其滿意度與物流外包決策之間的關係。同時，在可行的範圍內，本研究也將資料分析的結果與產業界的物流主管共同討論，以求其精確性。
本研究發現以流程的觀點探討物流服務滿意度有相當的可行性，各迴歸模式的解釋力都達到一定的可信度，而滿意度的調查也大略符合實務業界的觀察，並且由期望與滿意度的比較中，專業物流公司可以重新審視顧客對於其服務的要求及其資源應投入的重點，對於未來專業物流公司所應當扮演的角色及定位都有一定的幫助，也企盼國內的專業物流公司可以提供更加優良的支援，使得顧客與供應商間互蒙其利，也真正能夠享受到供應鏈所能提供之各種好處。

Abstract
Progress in information technology and development of internet accelerate the transmittal and exchange in information between corporations. However, physical distribution should be completed through picking, processing, packaging and transportation, building a sound logistics system to distribute the right thing to the right customers on right time in right place becomes a basic condition to live for modern corporations.
Most logistics affairs of general businesses can get effective, lower cost by outsourcing to a good 3rd-party logistics (3PL) company if the logistics managers tightly control the entire process that synergy come from.

The purpose of this study is to investigate how customers view these 3rd-party logistics companies and the progress of satisfaction through the process concept with customers’ angle.

The study investigates how manufacturers in four supply chains perceive the service that 3PL companies offer and the relation between satisfaction and logistics outsourcing decision. At the same time, this study discusses the result of data analysis with logistics managers in practice.
We find that it’s feasible to explore satisfaction with the view of process; regression models show that they are quite trustful. Analysis also indicates lower satisfaction in general, which 3PL companies should put more emphases. Through comparison of expectancy and satisfaction, 3PL can also review the customers’ real demands and the key point to invest their resources.

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