한국해양대학교

Detailed Information

Metadata Downloads

항만배후단지 물류센터 서비스 품질에 대한 화주 인식에 관한 연구

Title
항만배후단지 물류센터 서비스 품질에 대한 화주 인식에 관한 연구
Author(s)
권정대
Keyword
Distribution Center, Service Quality, Customer Satisfaction
Publication Year
2017
Publisher
한국해양대학교 해양금융물류대학원
URI
http://repository.kmou.ac.kr/handle/2014.oak/11373
http://kmou.dcollection.net/jsp/common/DcLoOrgPer.jsp?sItemId=000002330801
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.
Appears in Collections:
항만물류학과 > Thesis
Files in This Item:
항만배후단지 물류센터 서비스 품질에 대한 화주 인식에 관한 연구.pdf Download

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

Browse