한국해양대학교

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국제물류 서비스 품질 결정요인이 고객만족, 신뢰 및 장기지향성에 미치는 영향에 관한 실증연구

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dc.contributor.author 김광익 -
dc.date.accessioned 2017-02-22T05:52:58Z -
dc.date.available 2017-02-22T05:52:58Z -
dc.date.issued 2011 -
dc.date.submitted 56959-08-17 -
dc.identifier.uri http://kmou.dcollection.net/jsp/common/DcLoOrgPer.jsp?sItemId=000002174672 ko_KR
dc.identifier.uri http://repository.kmou.ac.kr/handle/2014.oak/8739 -
dc.description.abstract Even though recently we can see signs of world economy recovery, we are still afraid of tough international logistics environment and intense competition among the service providers since a lot of new building vessels especially mega vessels more than 8,000TEU will still be put into world-wide major shipping routes in very near future. So, International logistics enterprises (typically, ocean carriers) should adopt customer-oriented market strategies based on relationship marketing focusing on customer trust and long-term relationship with customers. From the view of the customers, they can also get a stable service and comparatively low rates benefit by building close relationship with international logistics service providers. Due to intensified competition between the logistics service providers, international logistics market has become more and more favorable to customers. As per this trend, international logistics enterprises have been paying keen attention to relationship marketing such as trust and long-term orientation to the customers instead of existing traditional means. This marketing concept has already been proved in many studies for other service industries. But in international logistics industry mainly in ocean carriers market which is known as very conservative market among various service industries, it is not proved yet so clearly. The purpose of this empirical study is to examine whether this concept is valid and to explore the relationships between four variables -
dc.description.abstract and customer satisfaction are found to be negative. But, this should not be interpreted superficially since rapid growth of IT including utilization of internet makes it easy to access service providers' information directly. So, these components should be complemented by IT environment of service providers (in case of 'tangibles') and considered as basic (in case of 'responsiveness'). (4) Customer satisfaction and trust (in this study hypothesis 2), customer satisfaction and long-term orientation (hypothesis 3), trust and long-term orientation (hypothesis 4) are all proved as positively correlative. This shows basic research concept and model proved as acceptable and valid. Some suggestions for the future research are as follows. - More unique and proper questionnaire items needs to be developed for evaluation of the international logistics service quality and the ways of the measurement of service quality should be more elaborated. - This study could be more fruitful if comparative study had been done for the difference between freight forwarder's companies and export/import companies. -
dc.description.abstract 'tangibles', 'responsiveness' -
dc.description.abstract and customer satisfaction are found to be positive. So, these components should be considered as important with the priority. (3) Correlations between 2 remained components of service quality -
dc.description.abstract 'reliability', 'assurance', 'empathy' -
dc.description.abstract international logistics service quality, customer satisfaction, trust and long-term orientation. The research methodologies used in this study are as follows. Firstly, a literature review, related to the concept of the variables and correlations between them, has been carried out to set up research model. Secondly, based on this model, a questionnaire survey during one month (from August till September, 2010) was performed to persons in charge working at freight forwarder's companies and export/import companies. Thirdly, confirmatory factor analysis, reliability analysis using SPSSWIN and SEM using AMOS were used to analyze the data. Major findings through this study could be summarized as follows. (1) Five components of service quality in SERVPERF scale are proved as adequate for international logistics service quality contrary to many proceeding studies in which only 2, 3 or 4 components are discrepant as per factor analysis. The main reason for this can be explained some unique items for international logistics were added in the questionnaire based on proceeding studies. (2) Correlations between 3 components of service quality -
dc.description.tableofcontents 제1장 서 론 1 제1절 연구의 배경과 목적 1 1. 연구의 배경 1 2. 연구의 목적 4 제2절 연구의 방법 및 구성 7 1. 연구의 방법 7 2. 연구의 구성 8 제2장 이론적 고찰 9 제1절 서비스 품질 9 1. 서비스 품질의 개념 9 2. 서비스 품질의 특성 11 3. 서비스 품질의 평가모형 13 제2절 국제물류 서비스 품질 20 1. 국제물류 서비스의 개념과 특성 20 2. 국제물류 서비스 품질의 선행연구 22 3. 지각된 국제물류 서비스 품질 26 제3절 고객만족 35 1. 고객만족 35 2. 국제물류 서비스 품질과 고객만족 43 제4절 신뢰 47 1. 신뢰의 개념과 특성 47 2. 고객만족과 신뢰 55 제5절 장기지향성 56 1. 장기지향성의 개념과 특성 56 2. 장기지향성의 선행연구 59 3. 국제물류 서비스 품질과 장기지향성 62 제3장 연구모형과 가설의 설정 68 제1절 연구모형의 설계 68 1. 연구문제 68 2. 변수의 조작적 정의와 측정 68 3. 표본설계 및 설문지의 구성 71 제2절 연구가설의 설정 73 1. 국제물류 서비스 품질과 고객만족에 대한 가설 73 2. 고객만족과 신뢰 및 장기지향성에 대한 가설 73 3. 신뢰와 장기지향성에 대한 가설 73 제4장 실증분석 74 제1절 연구의 설계 74 1. 연구대상 및 표본추출 방법 74 2. 측정변수의 신뢰성 및 타당성 검정 77 제2절 연구가설의 검정 82 1. 연구모형의 적합도 검정 82 2. 연구가설의 검정 85 제3절 실증분석 결과의 해석 88 제5장 결 론 92 제1절 연구결과의 요약 및 시사점 92 제2절 연구의 한계점과 과제 95 참고 문헌 96 <국내 문헌> 96 1. 단행본 96 2. 논문 및 기타 96 <외국 문헌> 98 [부 록] 설문지 105 -
dc.language kor -
dc.publisher 한국해양대학교 -
dc.title 국제물류 서비스 품질 결정요인이 고객만족, 신뢰 및 장기지향성에 미치는 영향에 관한 실증연구 -
dc.title.alternative An Empirical Study on the Influence of the Determinants of International Logistics Service Quality on Customer Satisfaction, Trust and Long-term Orientation -
dc.type Thesis -
dc.date.awarded 2011-02 -
dc.contributor.alternativeName Kim -
dc.contributor.alternativeName Kwang-Ik -
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해운경영학과 > Thesis
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