항만물류서비스의 품질과 고객만족에 관한 연구

• 영문명: An Empirical Study on the Port Logistics Service Quality and Customer Satisfaction: with a Focus on the Shipping Companies of Busan and Gwangyang Ports
• 발행기관: 한국통상정보학회
• 저자명: 송채헌(Chae-Hun Song) 송선옥(Sun-Yok Song)
• 간행물 정보: 『통상정보연구』제6권 제2호, 1~29쪽, 전체 29쪽
• 주제분류: 사회과학 > 무역학
• 파일형태: PDF
• 발행일자: 2004.08.30

영문 초록

Recently the port logistics service has been recognized as a important function of the international logistics, therefore, a lot of papers have been issued concerning the measurement of the service quality of that. But in spite of variety of papers, we can not find out the papers concerning the model of the synthetic customer satisfaction. And also the most of papers concerning the customer satisfaction of service quality have been focused not by cognitive evaluation of the customer, but by affective response. In this thesis, the authors are postulating the model and hypothesis to achieve the research by using the Grӧnroos’s model. In order to research the relationship between the port logistics service quality and the customers satisfaction, we are selecting the shipping companies located in Busan and Kwangyang as purchaser and the loading and unloading companies as supplier, and the questionnaires was performed to them. In the result of the empirical study, the technical quality of the port logistics service are affecting directly on the customer satisfaction, but the functional quality are affecting not directly on the customer satisfaction. And also the customer response(affective response) has been proved that it has been exercised as a intermediate role between the port logistics service quality and the customer satisfaction. Therefore it is proved that the affective response of the customer has been exercised a crucial role in the course of supplying the port logistics service.

목차

Ⅰ. 서론

Ⅱ. 항만물류서비스 만족과정의 이론적 틀

Ⅲ. 연구의 설계

Ⅳ. 연구의 결과

Ⅴ. 요약 및 결론

참고문헌

키워드

Port Logistics Service Quality Affective Response Customer Satisfaction Grӧ nroos’s Model