Journal of Navigation and Port Research (한국항해항만학회지)

Korean Institute of Navigation and Port Research (한국항해항만학회)
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A Study on Perception of Shippers about the Service Quality of Logistics Center in Port Distripark

항만배후단지 물류센터 서비스품질에 대한 화주 인식 연구

  • 권정대 ((주)지아이지) ;
  • 권규리 (한국해양대학교 대학원) ;
  • 김율성 (한국해양대학교 물류시스템공학과)
  • Received : 2017.05.08
  • Accepted : 2017.12.11
  • Published : 2017.12.31
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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 desire, as well as what level of service they want in addition to al ow price. There are currently no studies about the service quality of logistics centers. The components of the service quality of the logistics center were extracted by applying them 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 had a 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.

부산항 신항 배후단지에는 56개 물류센터가 운영되면서 개장 초기 대비 많은 수의 물류센터 운영과 전반적인 산업 경기 위축으로 물동량이 다소 감소하고 있다. 이로 인해 물동량 유치를 위한 물류센터 간 경쟁이 일어나고 있는 상황이다. 본 연구에서는 이러한 시장 상황에서 물류센터가 구비하고 있는 여건은 대동소이하므로 화주들은 물류센터를 결정하는데 있어 저단가 외에 어떠한 차별화 된 서비스를 원하는지 실증분석을 통해 알아보고자 한다. 현재 물류센터의 서비스품질과 관련한 연구는 부족한 실정이다. 이에 본 연구에서는 기존의 서비스품질 이론을 물류센터에 적용하여 물류센터 서비스품질의 요인을 구성하고 이들 요인이 물류센터 서비스에 대한 고객만족과 구전의도 및 재이용의도에 어떠한 영향을 끼치는지를 분석하였다. 분석 결과 물류센터 서비스품질은 유형성, 신뢰성, 공감성, 확신성, Know-How의 5가지 차원으로 구성되었으며, 회귀분석 결과 이들 요인은 고객만족에 유의한 영향을 미치는 것으로 분석되었다. 또한, 인지된 고객만족은 구전의도와 재이용의도에 유의한 영향을 미치는 것으로 분석되었다.

Keywords

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