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http://dx.doi.org/10.14400/JDC.2020.18.4.055

An Analysis of Perceptual Differences between Shippers and Operators for Service Quality of Frozen and Refrigerated Warehouses  

Kim, Gwan-Ha (Graduate School of Logistics, Incheon National University)
Lee, Hae-Chan (Graduate School of Logistics, Incheon National University)
Yang, Tae-Hyeon (Graduate School of Logistics, Incheon National University)
Park, Sung-Hoon (Graduate School of Logistics, Incheon National University)
Yeo, Gi-Tae (Graduate School of Logistics, Incheon National University)
Publication Information
Journal of Digital Convergence / v.18, no.4, 2020 , pp. 55-65 More about this Journal
Abstract
The factors for service quality improvement of frozen and refrigerated warehouses are derived and the differences in perception about service quality improvement between shippers and operators of frozen and refrigerated cargos are analyzed. The objective of this study is to propose quality improvement measures for frozen and refrigerated cargo services using the importance-performance analysis (IPA). As a result, 15 analysis factors were derived. It was found through independent sample t-test that there is no difference in perception about quality improvement between shippers and operators. Furthermore, four top priority investment areas were derived from the IPA: maintaining temperature and humidity, securing variable storage space, on-time stocking and releasing, and providing information service. Meanwhile, inventory management service ability, on-time stocking and releasing, and reliable cargo storage ability needed urgent improvement. This study has industrial implications in that it proposes practical improvement measures for service quality improvement.
Keywords
Refrigerated and Frozen Storage Warehouses; Service Quality; Improvement Plan; Recognition Comparison; IPA analysis;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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