항만물류서비스 품질이 고객만족 및 충성도에 미치는 영향에 관한 연구

• 영문명: A Study on the Effect of Port Logistics Service Quality on Customer Satisfaction and Royalty - Focus on User of Dalian Port in China -
• 발행기관: 한국무역연구원
• 저자명: 회증원(Zeng-Yuan Hui) 김종칠(Jong-Chill Kim)
• 간행물 정보: 『무역연구』제9권 제6호, 283~303쪽, 전체 21쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2013.11.30

영문 초록

The Chinese port has been played a very important role in the development of China, depending on the change of the world shipping environment. The purpose of this study is to examine the effect of port logistics service quality(PLSQ) on customer satisfaction and royalty with Dalian port users. And Also this study is second to propose some suggestions for developing Dalian port. It is started to define the port logistics service quality and developed the scale for measurement of the PLSQ in this study. The concept of PLSQ is elicited through the theoretical approach in this thesis. This paper provided the foundation to settle the new paradigm in the PLSQ by confirming the PLSQ influence on customer satisfaction and loyalty through the actual verification. And it is confirmed that the level of service quality is changing unlike a port facility or cost recognized traditionally as a key factor to occupy the higher position in competition of ports. This thesis presented the current issues about kinds of strategy which container terminal should establish in providing the port logistics service for occupying higher position in keen competition.

목차

Abstract

Ⅰ. 서론

Ⅱ. 다롄항의 물류발전 현황 및 전망

Ⅲ. 선행연구 및 가설 및 설정

Ⅳ. 실증분석 결과

Ⅳ. 결론 및 시사점

참고문헌

키워드

PLSQ(Port Logistics Service Quality) Customer Satisfaction Dalian Port