DOI QR코드

DOI QR Code

수·출입 물류서비스품질이 충성도에 미치는 영향에 관한 실증 연구

An Empirical Study on the Effects of Trade Distribution Service Quality on Loyalty

  • Shin, Myoung-Jin (Dept. of Business Administration, Graduate School, Soongsil University) ;
  • Park, Seong-Bae (Dept. of Business Administration, Graduate School, Soongsil University) ;
  • Han, Kyeong-Seok (Dept. of Business Administration, Graduate School, Soongsil University)
  • 투고 : 2016.07.29
  • 심사 : 2016.09.20
  • 발행 : 2016.09.28

초록

본 연구는 수 출입 물류서비스의 품질에 영향을 미치는 요인에 대해 분석하였다. 기존 선행연구에서는 일반적인 물류서비스를 통한 기업성과를 다뤘다면 본 연구에서는 물류서비스에 대한 품질측면에서 고객만족의 접점을 위해 접근하였다. 수 출입 물류서비스를 전반적으로 담당하는 관리자 이상의 사람들을 대상으로 수 출입 물류서비스에 관한 품질이 고객만족, 충성도에 미치는 영향을 알아보았는데 분석 결과를 보면, 수출입 물류 서비스품질이 고객 만족에 미치는 영향에서 신뢰성, 적시성, 지원체계가 긍정적인 영향을 미치는 것으로 나타났으며, 체계성은 영향이 없는 것으로 나타났다. 또한, 수출입 물류 서비스품질에 대한 고객만족은 충성도도에 긍정적인 영향을 미치는 것으로 나타났다. 결과에 따라서, 수 출입 물류서비스에 대한 품질 구성요인은 고객만족을 통해 최종적으로 충성도에 긍정적인 영향관계가 있음을 검증하였다. 본 연구 결과를 토대로 기업간의 관계에서 수 출입 물류서비스에 대한 각각의 품질을 우선순위에 맞게 유지 및 보완한다면 기존의 관계보다 더욱 향상된 관계를 이어갈 수 있을 것으로 기대된다.

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

키워드

참고문헌

  1. Nho, K. H., Park, S. T. and Kim, T. W. "Analysis of the Structure and Impact of SCM Advanced Planning System: Lessons from POSCO Case." Journal of Digital Convergence, Vol.12. No.4. pp.145-155, 2014. https://doi.org/10.14400/JDC.2014.12.4.145
  2. Martin Christopher and Alan Braithwatic., "Managing the Global Pipeline." The international Journal of Logistics Management, Vol 2, No 1, pp.55-62, 1991. https://doi.org/10.1108/09574099110804742
  3. Mentzer, T. John, Fliat, J. Daniel and Hult G.M, Thomas., "Logistics Service Quality as a Segment Customized Process." Journal of Marketing, Vol 65, No 4, pp.82-104, 2001. https://doi.org/10.1509/jmkg.65.4.82.18390
  4. Rabinovich, Eliot and Joseph, P Bailey., "Physical Distribution Service Quality in Internet Retailing: Service Pricing, Transaction Attribution and Firm Attributes." Journal of Operations Management, Vol 21, No 6, pp.651-672, 2004. https://doi.org/10.1016/j.jom.2003.11.004
  5. Park, J. H. and Lee, S. H., "Effects Analysis of The Logistics Service Quality and Outcome Variables." Journal of Business Research, Vol. 22, No 22, pp.191-222, 2007.
  6. Parasuraman, A., Zeithaml, V. and Berry, L., "Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality." Journal of Retailing, Vol. 64, pp.12-40, 1988.
  7. Oliver, R. L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions." Journal of Marketing Research, Vol. 17, No. 4, pp.460-469, 1980. https://doi.org/10.2307/3150499
  8. Tolman, E. C., "Purposive Behavior in Animals and Men." Appleton-Century, 1932.
  9. PZB., "Reassessment if Expection as a Comparison Standard in Measuring Service Quality." Journal of Marketing, Vol 58, No 4, pp.11-124, 1994.
  10. Oliver., "Satisfaction; A Behavior Perspective on the Consumer." Mc Graw-Hill, International Editions, 1997.
  11. Parasuraman, A. ,Zeithaml, V. A, BerryL. L., "A Conceptual Model of Service : Quality and Its Implications for Future Research." Journal of Marketing, Vol. 49, pp.41-50, 1985.
  12. Na Y. B., Lee, S. H., Myeong, Y. J. and Jo, S. R., "Effects on the System, Contents, and Service Quality of e-book User Purchase." Journal of Digital Convergence, Vol. 14, No. 1, pp.141-150, 2016.
  13. Hong, S. J., Thong, J. Y.L. and Tam, K. Y., "Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet." Decision Support Systems, Vol. 42, No. 3, pp1819-1834, 2006. https://doi.org/10.1016/j.dss.2006.03.009
  14. Keiningham, T. L., Perkins-Munn, T. and Evans, H., "The Impact of Customer Satisfaction on Share of Wallet in a Business to Business Environment." Journal of Service Research, Vol. 6, No. 1, pp37-50, 2003. https://doi.org/10.1177/1094670503254275
  15. Bitner, M. J., "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses." Journal of Marketing, Vol. 54, No. 2, pp69-82, 1990. https://doi.org/10.2307/1251871
  16. Gilmore, R., and Czepiel, J. A., "Reconceptualizing loyalty in economic exchange relationships: are marketers people?." Unpublished working paper, Graduate School of Business Administration, New York University, NY, 1987.
  17. Taylor, S. A., and Baker, T. L., "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions." Journal of retailing, Vol. 70, No. 2, pp.163-178, 1994. https://doi.org/10.1016/0022-4359(94)90013-2
  18. Oliver, R. L., and Bearden, W. O., "Disconfirmation processes and consumer evaluations in product usage." Journal of Business Research, Vol. 13, No. 3, pp.235-246, 1985. https://doi.org/10.1016/0148-2963(85)90029-3
  19. Oliver, R. L. "Whence Consumer Loyalty." Journal of Marketing Research, Vol. 63, pp. 33-44, 1999.
  20. Park, H. J., Park, B. G. and Kim, Y. H., "A Study on the Relationship among Social Support, Self Expression, Tourism Experience and Tourism SNS Use Intention." Journal of Digital Convergence, Vol. 13, No. 12, pp105-115, 2015. https://doi.org/10.14400/JDC.2015.13.12.105
  21. Pyo, C. K., Han, K. S. and Ryu, G. S., " An Empirical Study on the Factors Influencing User Satisfaction of Military Smart-Education." Journal of Digital Convergence, Vol. 14, No. 2, pp41-48, 2016. https://doi.org/10.14400/JDC.2016.14.2.41
  22. Kwak. D. S., Yim., K. H., and Kwon., J. H., "Study on the Influence of Enterprise Features of SNS Service on Relationship Commitment and On-line Word-of-Mouth." The Journal of Digital Policy & Management, Vol. 11, No. 5, pp.225-235, 2013.
  23. Lee, J. J. and Han, K. S., "A Study on Factors Affecting the Usage of the Digital Copyright Exchange in Knowledge Service Convergence Era." The Journal of Digital Policy & Management, Vol. 10, No.6, pp.153-158, 2012.
  24. Kim, K. S., Han, K. S. and Huh, H. W., "A Study on the Benefits of PLM system baed on Data Integration and Process Management." The Journal of Digital Policy & Management, Vol. 10, No.6, pp133-140, 2012.
  25. Hair, J. F. Jr., Black, W. C., Babin, B. J., and Anderson, R. E., "Multivariate Data Analysis." 7th edition, pearson Hall, 2010.
  26. Ki-Sun Han, "Broadcasting Contents Management System in Restricted Area", Journal of the Korea Convergence Society, Vol. 4, No. 1, pp. 9-13, 2013. https://doi.org/10.15207/JKCS.2013.4.1.009
  27. Byung Jun Song, Hyejeong Ahn, "Development of the Logistics Network Diagnostic Assessments and Monitoring Service to promote Eco-driving Behaviors for Truck Drivers", Journal of the Korea Convergence Society, Vol. 2, No. 4, pp. 15-19, 2011.