항만배후단지 물류센터 서비스 품질에 대한 화주 인식에 관한 연구

Abstract

In a situation where there is excessive competition among logistics centers due to the low price of logistics centers for attracting freight volume, the conditions provided by the logistics centers are similar. Therefore, in order to determine the logistics center, we want to find out what kind of differentiated service the shippers want and what level of service they want in addition to the low price.

There are currently no studies on the service quality of logistics centers. In the components of the service quality of the logistics center were extracted by applying it to the logistics center based on the existing service quality theory. Factor analysis revealed five dimensions of service quality: tangibility, reliability, empathy, assurance, and know-how. It was found that service quality made statistically significant influence on customer satisfaction from the investigation of the causal effect relationship. In addition, 'Know-How' among these factors has more influence on customer satisfaction, so it is important to accumulate differentiated 'Know-How' only in logistics centers.