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http://dx.doi.org/10.14400/JDC.2018.16.9.081

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

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)
Publication Information
Journal of Digital Convergence / v.16, no.9, 2018 , pp. 81-90 More about this Journal
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.
Keywords
Automobile; Logistics services; Quality evaluation; Importance; Performance;
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Times Cited By KSCI : 4  (Citation Analysis)
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