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http://dx.doi.org/10.5394/KINPR.2017.41.6.415

A Study on Perception of Shippers about the Service Quality of Logistics Center in Port Distripark  

Kweon, Jung-Dae (G.I.G. Co., LTD.)
Kwon, Kyu-Ri (Graduate School of Korea Maritime and Ocean University)
Kim, Yul-Seong (Department of Logistics, Korea Maritime and Ocean University)
Publication Information
Journal of Navigation and Port Research / v.41, no.6, 2017 , pp. 415-422 More about this Journal
Abstract
In a situation where there is excessive competition among logistics centers due to the low price of logistics centers for attracting freight volume, the conditions provided by the logistics centers are similar. Therefore, in order to determine the logistics center, we want to find out what kind of differentiated service the shippers desire, as well as what level of service they want in addition to al ow price. There are currently no studies about the service quality of logistics centers. The components of the service quality of the logistics center were extracted by applying them to the logistics center based on the existing service quality theory. Factor analysis revealed five dimensions of service quality: tangibility, reliability, empathy, assurance, and know-how. It was found that service quality had a statistically significant influence on customer satisfaction, from the investigation of the causal effect relationship. In addition, 'Know-How' among these factors has more influence on customer satisfaction, so it is important to accumulate differentiated 'Know-How' only in logistics centers.
Keywords
Port Distripark; Logistics Center; Service Quality; Customer Satisfaction; Know-How;
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Times Cited By KSCI : 6  (Citation Analysis)
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