항만서비스품질경영에 관한 실증연구: 부산항 컨테이너터미널을 중심으로

Abstract

As the competition among the ports is recently extreme, the purpose of this study which intends to keep sustainable competitive advantage in Busan Container Terminals through the quality management of port service is shown as the followings.

First, the common factor of quality management activities in the part of domestic container port is to be analyzed. secondly, the efforts for enhancing the standard of quality management is to be confirmed. lastly the relationship of cause-effect among the source of quality management, quality management activities and quality management is to be clarified.

An empirical study was carried out to examine how Busan Container Terminals view quality management activities by the provision of statistical evidence showing the efforts to enhance the standard of quality management, common factors of quality management activities and causal relationship among these factors.

The data investigating the quality management for Busan Container Terminals were collected from 170 persons in charge of quality management for port services in Busan Container Terminals by the use of questionnaire method and personal interviews.

The Cronbach's α coefficient and factor analysis were used to analyze the reliability and the propriety of measured variables.

Furthermore, SEM method using AMOS 4.0 was used to analyze the cause-effet relationship among the source, activities and accomplishments of quality management representing the core concept of quality management system.

The results of hypothesis testing were found to be as follows

1) It is shown the leadership - the source of quality management - has the significant effect upon the personnel resource control, service quality strategy, and investment raising plan which are the quality management activities, and the system culture significantly affects the quality management activities of bench marking and quality information system. This suggests which it needs the strong leadership which importantly thinks the customer and the customer-oriented system culture which considers the service importantly in order that the quality management is correctly introduced to the part of domestic container port.

2) It is shown that the personnel resources management, bench marking and quality information system of the quality management activities have the significant effect upon the satisfaction of system member, and thus it is indicated the quality management activities must be progressed , centering around the personnel resources management, bench marking and quality information system. The system suggests the management environment which the whole personnel can take part in the quality management through the effective personnel resources management, and thus must plan the progress of individual and system and the leader must develop the method of delivering the value to the customer, continuously comparing the innovational course of affairs in the other terminal and how it is against the needs of customer, and also will have to own the know-how for the business promotion between the departments within the terminal. Also, the leader will have to plan and operate the quality information management system and to utilize the information on the customer and then to heighten the effectiveness of information management, and also to make the business cooperation with the department through the introduction of information system smoothly.

3) It is shown which the individual rather than the system member has acknowledged to be larger in the change with regard to the environment change degree of container port, and on the other hand, the whole system member has prepared for the environment change well.

The importance of this study is placed in the description of the theoretical and general system on the quality management when the domestic container terminals have activated to promote the quality management, and in suggesting the actual problems and settlement method which are directly helpful to the field, and it can be indicated as having its meaning on future research object.