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The Effects on Parcel Service Satisfaction in Logistics Information Technology of Parcel Company  

Kim, Seon-Gu (순천대학교 물류학과)
Choi, Yong-Seok (순천대학교 물류학과)
Publication Information
Journal of Korea Port Economic Association / v.27, no.3, 2011 , pp. 91-112 More about this Journal
Abstract
The rapid growth of e-commerce market and changes in distribution channels and consumption patterns have brought about the continuous growth of the domestic parcel service market. To cope with the growth and environmental changes of the parcel service market, parcel companies have made efforts to improve logistics process and construct an information system for customer satisfaction. Since they have focused on a high quality parcel service through a variety of information technology rather than price competition, the importance of logistics information technology has been greatly perceived. Accordingly, this study examined that how information technology and information system quality of parcel companies was perceived by customers and how it influenced parcel service use and satisfaction. To achieve this purpose, this study developed a valid and reliable measurement instrument for logistics information system quality and customer satisfaction based on literature reviews. Then empirical research was made through a questionnaire survey. As a result, six determinants of logistics information system quality were derived: economy, SMS information, tracking web-site information, stability, speed, and accuracy. All factors but economy were found to have positive effects on customer satisfaction in parcel service. Finally, the theoretical and practical implications of the findings were also discussed.
Keywords
Logistics; Information Technology; Parcel Service; Satisfaction;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
연도 인용수 순위
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