Korea Trade Review (무역학회지)

Korea Trade Research Association (한국무역학회)
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A Study on the Effect of Cold Chain Capability on Logistics Service Quality and Customer Satisfaction

콜드 체인 역량이 물류 서비스 품질과 고객 만족에 미치는 영향에 관한 연구

  • 류희찬 (중앙대학교 무역물류학과 ) ;
  • 박근식 (중앙대학교 국제물류학과 )
  • Received : 2023.07.31
  • Accepted : 2023.08.21
  • Published : 2023.08.31
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Abstract

Recently, as customer demand for cold chain products increases, cold chain companies are constantly required to improve logistics service quality and seek new competitive advantages in order to improve customer satisfaction. This study aims to indentify the factors that impact customer satisfaction in cold chain logistics and to analyze the relationship between the factors. A research model was established through the investigation of the previous studies. A survey was conducted targeting customers with cold chain logistics service experience, and the hypotheses were tested through structural equation modeling using AMOS 26.0. As a result, cold chain capability, including resource, logistics infrastructure, and partnership, has a significant impact on logistics service quality. The improvement of logistics service quality has a significant impact on customer satisfaction. Resource and logistics infrastructure, excluding partnership, had a significant impact on customer satisfaction. Consequently, cold chain companies need to secure various types of resources, technology levels, and infrastructure to improve logistics service quality, which can meet customer expectations and needs.

최근 콜드 체인 제품에 대한 고객의 수요가 증가하면서 콜드 체인 기업은 고객 만족을 향상시키기 위해 물류 서비스 품질을 개선하고 새로운 경쟁우위를 찾기 위한 노력이 지속적으로 요구되고 있다. 이에 본 연구는 콜드 체인 물류에서 고객 만족에 영향을 미치는 요인을 파악하고 이들 요인 간의 관계를 검증하는 데 목적이 있다. 본 연구에서는 선행연구 고찰을 통해 연구 모델을 수립하였다. 콜드 체인 물류 서비스 이용 경험이 있는 고객을 대상으로 설문조사를 실시하였고, 유효한 165부의 설문 응답을 AMOS 26.0을 활용하여 구조방정식모델링 분석을 통해 가설을 검증하였다. 분석결과, 자원, 물류 인프라, 파트너십을 포함한 콜드 체인 역량은 물류 서비스 품질에 유의한 영향을 미치는 것으로 나타났다. 물류 서비스 품질이 향상될수록 고객 만족은 높아지는 것으로 나타났다. 한편, 파트너십을 제외한 자원과 물류 인프라는 고객 만족에 유의한 영향을 미치는 것으로 나타났다. 결과적으로 콜드 체인 기업은 물류 서비스 품질을 높이기 위해 다양한 유형의 자원과 기술 수준 그리고 인프라 등을 확보해야 하며, 이를 통해 고객의 기대와 요구를 충족할 수 있다.

Keywords

Acknowledgement

본 논문은 해양수산부 제4차 해운항만물류 전문인력양성사업의 지원을 받아 수행된 연구임.

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