프레이트 포워더의 서비스 품질이 고객만족과 충성도에 미치는 영향에 관한 실증연구

Abstract

The explosive growth of international trade volume and improving transport system have emphasized the importance of global logistics. Under these circumstances, international freight forwarders are establishing their role as an integrator of different transport modes on a firm foothold.

This paper examines the correlation of service quality with customer satisfaction and loyalty in the international freight forwarder industry and seeks for useful implications for international freight forwarder to improve competitiveness from the aspect of customer relationship.

In the empirical study, this paper analyzes various relationships: between five major service qualities(tangibles, reliability, responsiveness, assurance, empathy) and customer satisfaction and loyalty, between customer satisfaction and customer loyalty.

The analysis is summarized as follows:

1. The fitness of the parameters in SERVPERF is relatively weak to apply to the international freight forwarder service examined in this study

this draws the conclusion that more suitable parameters need devising.

2. Based on the sample given, we cannot reject the null hypothesis against the alternative hypothesis of the positive correlation between tangibles and customer satisfaction.

3. Based on the sample given, we cannot reject the null hypothesis against the alternative hypothesis of the positive correlation between reliability and customer satisfaction.

4. Based on the sample given, we can reject then null hypothesis in favor of the alternative hypothesis of the positive correlation between responsiveness and customer satisfaction.

5. Based on the sample given, we can reject then null hypothesis in favor of the alternative hypothesis of the positive correlation between assurance and customer satisfaction.

6. Based on the sample given, we cannot reject the null hypothesis against the alternative hypothesis of the positive correlation between empathy and customer satisfaction.

7. There is a positive correlation between customer satisfaction and loyalty.