컨테이너터미널의 서비스품질 척도 개발

Abstract

There is a relative dearth of literature to Container Service Quality, although a lot of studies were achieved for Service Quality in the internal and external. The Service Quality has been recognized as the most effective marketing asset in companies' competition. The high Service Quality effectively positions the core strategy of own company in the market.

Like this, It is the most important for competitiveness improvement of Service Quality to enhance customer satisfaction so that domestic container terminals might have future competitive superiority.

However, some parts of Service Quality have not given a definition so far, since it has a complex structure.

Typically, the concept of Container Terminal Service has been used in respect to port service until now. There is no necessity to distinguish container terminal service by concept or property.

The purpose of this study is to develop the most appropriate Service Quality in the container terminal through empirical analysis such as existing theoretical studies, expertise survey and SAS program.

It is necessary to show the way of evaluating Container Terminal Service's importance and Service Quality.

This study intends to understand overall satisfaction survey by Container Terminal Service's evaluation through Regression Analysis where customer satisfaction will be the dependant variable.