Kano모형을 이용한 물류서비스 품질의 분류 및 관리방안에 관한 연구

• 영문명: A Study on the Logistics Service Quality Classification and Management using Kano's Model
• 발행기관: 한국무역연구원
• 저자명: 정연주(Yeon-Joo Chung) 강낙중(Nak-Jung Kang)
• 간행물 정보: 『무역연구』제9권 제1호, 195~215쪽, 전체 21쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2013.03.30

영문 초록

The importance of logistics service quality has kept growing in fierce competitions. Accordingly, many have tried to access the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that service quality is multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kano model. Kano model point of view better quotient and worse quotient comparison analyze about service quality attributes of logistics service. For this purpose, the authors has reviewed the literature and made a survey research with finns who provided logistics service. Several satisfying/dissatisfying quality factors in logistics service quality were identified. The results of the paper were as follows; First, it was found that almost 14 items could be classified four quality factors: attractive, one-dimensional, must-be, indifferent quality, while the reverse quality items wasn't found And also Timko's customer satisfaction(CS) coefficient were shows the same results of the Kano's classification. Further, several academic and practical implication for logistics service quality were proposed.

목차

Abstract

I. 서론

II. 이론적 배경

III. 연구설계

IV. 실증분석

V. 결론

참고문헌

키워드

Logistics Service Quality Kano Model