Browse > Article
http://dx.doi.org/10.5394/KINPR.2012.36.1.59

A Study on the Effects of Logistics Capabilities of Container Terminals on Service Quality and Customer Response  

Hwang, Seok-Jun (Department of port&logistics system, Dong-A University)
Choi, Hyung-Rim (Department of port&logistics system, Dong-A University)
Hong, Soon-Goo (Department of port&logistics system, Dong-A University)
Lee, Kang-Bae (Department of port&logistics system, Dong-A University)
Publication Information
Journal of Navigation and Port Research / v.36, no.1, 2012 , pp. 59-67 More about this Journal
Abstract
This study shows how the logistics capability of container terminal impacts with service quality and customer response. Result of this study would be utilized in marketing strategy for container terminal. Sample design is based on shipping companies which are registered in Korea Shipowners' Association and Korea Shipmanagers' Association from Dec. 5 through 23 in 2011. And total of 243 questionnaires are collected through a personal visit. The result of empirical analysis, management capability of logistics capability factor which have an effect on service quality and customer response is the biggest influence to them. At the same time, Sympathy of service quality factor which have an effect on customer response is the biggest influence to it. Therefore, customers' requirements would be analyzed specifically when loading and unloading plans are devised in container terminal, and based on customers' requirements, best customer service would be provided.
Keywords
container terminal; port service; logistics capabilities; customer response; customer satisfaction;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 최형림, 최성필, 이성규, 황성원, 이창섭, 신중조, 이호인 (2009), "컨테이너선사의 터미널 결정시 ON-DOCK 서비 스 요인의 중요도에 관한 연구", 물류학회지 19권 2호, pp.47-69.
2 홍순구, 최형림, 김현수, 조민제, 이성은, 이병하, 하정수 (2010), "RFID/USN 기술 적용 사업의 주요성공요인 분석", 한국경영학회 통합학술대회, pp.1-2.
3 황석준, 신한원(2011), "컨테이너 터미널 운영사의 내부마케팅이 조직구성원의 태도와 고객지향성에 미치는 영향에 관한 연구", 수산해양교육연구 23권 2호, pp.319-332.
4 Bolton, R. N., Drew, J. H.(1991), "A Multistage Model of Consumer's Assessments of Service Quality and Value", Journal of Marketing, Vol. 54(2), pp.375-384.
5 Chatura, L. A., Evans, K, & Cowles, D.(2003), "The Influence of Satisfaction, Trust and Switching Barriers on Customer Retention on a Continuous Purchasing Setting", International Journal of Service Industry Management, Vol. 14, pp.374-395.   DOI   ScienceOn
6 Cronin, J. Joseph Jr. and Steven A. Taylor(1994), "SERVPERF Versus SERVQUAL: Reconciling Performance - Based and Perceptions - Minus - Expectations Measurement of Service Quality", Journal of Marketing, Vol. 58, No. 1, January, pp.125-131.   DOI   ScienceOn
7 Forslund, Helena(2007), "The Impact of Performance Management on Customer's Expected Logistics Performance", International Journal of Operations & Production Management, Vol. 27, No. 8, pp.901.-918.   DOI   ScienceOn
8 Gonzales, A.(2003), "3PL Market Still Fragmented: Study", Maritime press, January 16.
9 Oliver, Richard L.(1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol. 17, No. 4, November, pp.460-469.   DOI   ScienceOn
10 Parasuraman, A., Leonard L. Berry(1993), and Valarie A. Zeithaml, "More on improving service quality measurement", Journal of Retailing, Vol. 69, No. 1, Spring, pp.140-147.   DOI   ScienceOn
11 Ravi, Romala(2001), "Key Trends in the Logistics Outsourcing Marketplace", IDC Bulletin, March.
12 김동열, 곽봉환, 여기태(2009), "부산항만공사 설립 전과후의 고객만족 연구", 한국항해항만학회지 33권 8호, pp. 595-602.
13 김재관(2011), "선박관리업의 물류역량이 경영성과에 미치는 영향에 관한 연구", 한국해양대학교 석사학위논문.
14 부산항만공사(2012), 물동량 현황, http://www.busanpa.com
15 신인광(2008), "중국물류기업의 물류역량이 물류성과에 미치는 영향에 관한 연구", 중앙대학교 박사학위논문.
16 신창훈, 최민승, 이지원, 양윤옥(2011), "컨테이너항의 서비스품질과 프로세스를 결합한 품질기능전개(QFD)분석", 한국항해항만학회지 35권 3호, pp.243-251.   과학기술학회마을   DOI   ScienceOn
17 신한원, 최영로(2002), "항만서비스품질경영에 관한 실증 연구", 한국항해항만학회 학술대회 논문집, pp.1-11.
18 이강배, 정재운, 이운식, 주철민(2008), "품질경영: 시스템 다이내믹스 모델을 이용한 포털 사이트의 전략 분석", 한국경영과학회 춘계공동학술대회, pp.1-8.
19 이재율, 신한원(2009), "인지된 물류역량이 고객충성도에 미치는 영향에 관한 실증연구", 물류학회지 19권 1호, pp.153-173.
20 Tate, Karen(1996), "The Elements of a Successful Logistics Partnership", International Journal of Physical Distribution & Logistics Management, Vol. 26, No. 3, pp.7-13.   DOI   ScienceOn
21 Teas, R. Kenneth(1994), "Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment", Journal of Marketing, Vol. 58, No. 1, January, pp.132-139.   DOI   ScienceOn