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A Study on the Effects of Internal Marketing on Service Quality and Customer Satisfaction in Shipping Companies  

Lee, Sang-Pyeong (대경선박)
Shin, Han-Won (한국해양대학교)
Park, Sung-Keon (대호상선)
Publication Information
Journal of Korea Port Economic Association / v.26, no.4, 2010 , pp. 122-146 More about this Journal
Abstract
This purpose of this study is to analyze the causal relation among constituent concepts and verify the relation among internal marketing, service quality and customer satisfaction in shipping companies. To achieve the goal of this study, the author studied literatures on internal marketing, service quality and customer satisfaction, and carried out a survey targeting people working for shipping companies and international logistics freight forwarders to make an empirical analysis. The results are as follows. It was confirmed that education and training, reward system, empowerment among internal marketing elements of a shipping company have a positive effect on the service quality and customer satisfaction of the shipping company, and the service quality of a shipping company also has a positive effect on customer satisfaction. As it can be known from these results, it would be necessary to concentrate on internal marketing of a shipping company in order to increase service quality and customer satisfaction.
Keywords
Shipping Company; Internal Marketing; Service Quality; Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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