Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on the Quality Evaluation of Automobile Logistic Services using IPA Method

IPA기법을 활용한 완성차 물류서비스 품질평가에 관한 연구

  • Jung, Jae-hoon (Incheon National University, Graduate school of Logistics) ;
  • Park, Sung-hoon (Incheon National University, Graduate school of Logistics) ;
  • Oh, Jae-Gyeun (Incheon National University, Graduate school of Logistics) ;
  • Yeo, Gi-Tae (Incheon National University, Graduate school of Logistics)
  • 정재훈 (인천대학교 동북아 물류대학원) ;
  • 박성훈 (인천대학교 동북아 물류대학원) ;
  • 오재균 (인천대학교 동북아 물류대학원) ;
  • 여기태 (인천대학교 동북아 물류대학원)
  • Received : 2018.06.07
  • Accepted : 2018.09.20
  • Published : 2018.09.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to examine the current status of automobile logistics in the domestic automobile industry and to derive and evaluate the factors to improve the quality of automobile logistic services to final consumers. To that end, we selected the relevant factors through literature review and expert interviews, and conducted a survey with consumers and experts. The quality of automobile logistic service was evaluated using the Importance-Performance Analysis (IPA) method. The results show that the "kindness of shipping staff" is high on the importance of customers but low on the importance of employees. On the other hand, factors that have high customer satisfaction but low staff satisfaction include "rapid handling of complaints", "transportation accuracy of receipt", "kindness of delivery staff", and "automobile manual guide and explanation of internal functions". This study has academic and industrial significance in that it has derived important factors for evaluating the quality of automobile logistics services and suggests improvement measures for experts and consumers who actually work in the industrial field. Future research should investigate measures to minimize the returns and complaints of shipment offices which have not been examined in this study.

본 연구는 국내 자동차 기업의 완성차 물류현황을 살펴보고, 최종 고객까지 도달하는 완성차 물류서비스 품질향상을 위한 요인을 도출하고 평가하는 것을 연구 목적으로 한다. 이를 위하여 선행연구 및 전문가 인터뷰를 통해 요인을 선정하고, 고객, 물류 담당직원 및 판매직원을 대상으로 설문조사를 실시하였다. 분석방법으로 중요도-성취도 분석(IPA; Importance-Performance Analysis)을 활용하여 완성차 물류서비스 품질평가를 수행하였다. 연구결과, 고객의 중요도는 높지만 직원의 중요도가 낮은 요인은 "배송 담당 직원의 친절도"로 나타났다. 한편 고객의 만족도는 높지만 직원의 만족도가 낮은 요인으로는 "불만사항에 대한 신속한 처리", "수취의 운송정확성", "인도 담당 직원의 친절도", "차량 매뉴얼 안내 및 내부 기능설명" 요인이다. 본 연구의 학문적 산업적 시사점은 완성차 물류서비스 품질을 평가하기 위하여 중요요인을 도출하였으며, 실제 산업현장에서 근무하는 전문가 및 고객을 대상으로 개선을 위한 방안을 제시하였다는 점이다. 향후 연구에서는 본 연구에서 반영하지 못한 출고센터의 반품 및 불만사항 최소화 방안이 필요하다.

Keywords

References

  1. D. K. Kim & H. H. Jo. (2002). A Study on the Outbound Logistics Network Rationalization of Domestic Automobile Industry. Journal of Distribution Research, 7(1), 1-20.
  2. H. K. Kwon. (2006). A Comparative Study on the Logistics System Between Korean and Japanese Automobile Industry. The Korean - Japanese Journal of Economics & Management Studies, 33, 139-157.
  3. C. B. Lee & J. H. Kim. (2014). The development strategy of the global automotive logistics company in Korea - The case of Hyundai Glovis -. Journal of Korea Port Economic Association, 30(2), 145-172.
  4. X. R. Yang & H. S. Cho. (2017). Determinants of Logistics' Service Satisfaction Considering Service Characteristics and Company Capability: A Case Study on the Chinese Logistics Market. The Asian journal of shipping and Logistics, 95, 457-476.
  5. J. R. Lee & M. O. Kim. (2010). An Empirical Study of the Influence of Automobile Attributes on Overall Satisfactions, Repurchase Intentions, Recommendation Intentions: Focusing on Chinese Consumers. International Business Review, 14(1), 19-54. https://doi.org/10.21739/IBR.2010.03.14.1.19
  6. C. S. Moon & H. S. Yang. (2014). A Study on the Impact of Satisfaction Level with Automobile Service Quality on Word-of-mouth intention. Journal of Digital Convergence, 12(12), 151-161. https://doi.org/10.14400/JDC.2014.12.12.151
  7. Matthias Holweg & Joe Miemczyk. (2002). Logistics in the "three-day car" age: Assessing the responsiveness of vehicle distribution logistics in the UK, International Journal of Physical Distribution & Materials Management, 32(10), 829-850. https://doi.org/10.1108/09600030210455438
  8. Mingzhou Jin, Yi Luo & Sandra D. Eksioglu. (2008). Integration of production sequencing and outbound logistics in the automotive industry, International Journal of Production Economics, 113(2), 766-774 https://doi.org/10.1016/j.ijpe.2007.11.003
  9. J. W. Kim, S. G. Lee & J. H. Choi. (2002). Measuring Parcel Service Quality. Korean management review, 31(2), 283-294.
  10. J. H. Yang. (2014). A Study on the Utilization of Parcel Service Quality Factors based using IPA. Korean Journal of Logistics, 22(1), 65-88.
  11. J. H. Lee & Y. T. Song. (2005). A Study on the determinate factors of competitive superiority in the freight transport business. Korea Logistics Review, 15(1), 165-190.
  12. J. Y. Park, S. Y. Jung & S. H. Yoon. (2012). Strategy Development Through IPA on Airline Selection Attributes - Comparison of National Airlines and Low Cost Carriers. International Journal of Tourism Management and Sciences, 27(5), 237-252.
  13. M. Ban & S. C. Kim. (2013). A study on China Market Entry Competitiveness of Korean Automobile Par1ts Companies: from the perspective of Automobile Parts Companies CEO. The Journal of Professional Management, 16(1), 119-138.
  14. J. H. Kim & J. M. Lee. (2017). A Study on the Recognition of Swimsuit Brand Image Using IPA Technique. Journal of Digital Convergence, 15(7), 467-477. DOI :10.14400/JDC.2017.15.7.467
  15. S. H. Park, T. H. Nam, Y. D. Cha, S. H. Lee & G. T. Yeo. (2017). A study on the Activation Plan for On-line Shopping Mall handing Fresh Logistics. Journal of Digital Convergence, 15(8), 103-114. DOI : 10.14400/JDC.2017.15.8.103
  16. K. H. Bae, J. M. Gong & G. T. Yeo. (2017). Study on Ways to Improve Military Logistics Systems Based on IPA Analysis. Journal of Digital Convergence, 15(3), 139-146. DOI : 10.14400/JDC.2017.15.3.139
  17. J. A. Martilla & J. C. James. (1977). Importance-performance analysis. The journal of marketing, 77-79.
  18. R. K. Chu & T. Choi. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers. Tourism management, 21(4), 363-377. https://doi.org/10.1016/S0261-5177(99)00070-9
  19. J. S. Kim & I. S. Sun. (2015). A Study on the Differences of Perception Level of Logistics Service Quality between the Logistics Service Provider and the Customer. Korea Logistics Review, 25(1), 63-79. https://doi.org/10.17825/klr.2015.25.1.63
  20. M. K. Seo, J. H. Kwon & Y. J. Choi. (2013). Impact of Logistics Service Quality on Customer Satisfaction and Loyalty in Parcel Service. Korea Logistics Review, 23(5), 239-262.
  21. C. H. Park (2016). Customer service relationship by car consignment service. Master's thesis. Ajoou University, Suwon.