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The Classification of Logistics Service Quality through the utilization of Kano Model  

Kang, Gi-Du (School of business administration Soongsil University)
Ahn, Seung-Ho (School of business administration Soongsil University)
Cheon, Hong-Sik (School of business administration Soongsil University)
Lee, Woo-Yeong (Graduate school of business Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.2, 2009 , pp. 32-45 More about this Journal
Abstract
The importance of quality logistics service has kept growing in fierce competitions. Accordingly, many have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that service quality is a multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kana approach. In so doing, several satisfying and dissatisfying quality factors in logistics service quality were identified. Further, several academic and practical implications for logistics service quality were proposed.
Keywords
Kano Model; Logistics Service; Service Quality;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
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