隨著經濟的發展，傳統的消費型態逐漸在改變，消費者對服務品質要求的提昇，以及像網路購物、電視購物、型錄購物等無店鋪行銷的興起，讓宅配市場能夠受到重視，進而促使國內大型企業像統一集團、東元集團，相繼投入宅配市場來經營，而且也帶動了國內傳統貨物運輸業者像大榮貨運、新竹貨運，轉型進入宅配市場提供服務，而且這些業者，都和專業經營曰本宅配市場的業者技術合作，希望藉由已經發展相當成熟的日本宅配市場業者的技術和經驗，創造出國內宅配市場的龐大商機。

本研究依宅配產業的特性，找出宅配服務經營成功關鍵在「政策法令因素」、「資訊科技因素」、「社會環境因素」、「資源投入因素」、「人力資源因素」、「產品 / 服務因素」等六個分析類目，並以專業型宅配公司中，由東元集團與曰本通運合作創立的台灣宅配通股份有限公司為個案研究對象，透過深度訪談的方式，蒐集所需資料，加以整理及分析。

本研究透過歸納和分析，認為宅配服務經營成功關鍵因素有「政府必須推動相關法規的訂定」、「建構完整的配送網路」、「提昇服務品質、加強員工訓練」、「運用先進的科技技術」、「建立完善的客訴機制」、「產品創新及
多樣化服務」等六項。

With the development of economy, the type of traditional consumption is changing gradually, consumers’ requirement for service quality is increasing, and like the rise of without-shop marketing, eg., online shopping、TV shopping、 catalogue shopping, etc.. The door-to-door business can be paid attention to, impel domestic large-scale enterprise look like Uni-President Group、TECO Group to operate door-to-door business. Meanwhile, the market demand even push the domestic traditional transport corporation look like Ta Jung Freight Corporation、Hsin Chu Freight Corporation forward to door-to-door business. Enterprise aforecited cooperate with professional and well-develop Japanese door-to-door corporations by technological cooperation to create considerable domestic door-to-door business.

This research is to find out the key factors to operate door-to-door business by the characteristic of the industry, which like ‘government policy factor’,’ information technological factor’, ‘social environment factor’, ‘resources-to-put-in factor’, ‘manpower resource factor’, ‘product/service factor’. We study one of the professional door-to-door corporations, Taiwan Pelican Express Co., Ltd., which was established by TECO Group and Nippon Express. We collect the information to organize and to analyze through in-depth interview.

Base on our conclusion and analysis, we conclude the key factors to operate door-to-door business are ‘government must boost to enact related laws’, ‘develop the delivery network’, ‘promote the service quality and employee training’, ‘ adoption and introduce of advanced technology’, ‘set up the well-developed customers’ query mechanism’, ‘ innovation of product and the various services’.

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