• Journal of Korea Society of Industrial Information Systems
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• v.11 no.5
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• pp.170-180
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• 2006

The increase in international logistics market and various customer demands emphasize the importance of Multimodal Transportation, and that market is continuously keeping growing. In order to ensure competitive superiority in a market of such infinite competition, service that can satisfy each individual customer by considering various customer characteristics, has become an issue. Thus, through the aspect of service, in order to improve customer satisfaction, growing factors of Multimodal Transportation Route was studied in this research. For this research, first of all main service factors that affect the growth of Multimodal Transportation were seized by literature survey and positive research. Then, by using these factors a methodology that enables individual customers to assess Multimodal Transportation Route was studied. Through this research, individual customers can acquire objective assessment data and Multimodal Transportation companies can seize what factors are considered as important by their customers.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• v.1
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• pp.251-259
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• 2006

The increase in international logistics market and various customer demands emphasize the importance of Multimodal Transportation, and that market is continuously keep growing. In order to ensure competitive superiority in a market of such infinite competition, service that can satisfy each individual customer by considering various customer characteristics, has become an issue. Thus, through the aspect of service, in order to improve customer satisfaction, growing factors of Multimodal Transportation Route on was studied in this research. For this research, first of all main service factors that affect the growth of Multimodal Transportation were seized by literature survey and positive research. The, by using these factors a methodology that enables individual customers to assess Multimodal Transportation Route was studied. Through this research, individual customers can acquire objective assessment data and Multimodal Transportation companies can seize what factors are considered as important by their customers.

• The Journal of the Convergence on Culture Technology
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• v.8 no.5
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• pp.369-375
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• 2022

Due to the so-called COVID-19 pandemic, railway service management has also faced an unprecedented situation over the past. This study conducted a survey of customers using high-speed railways during the COVID-19 pandemic to explore the impact of infectious diseases on the railway service customer experience. As a result, customer satisfaction and loyalty increase as customers are more aware of the quarantine-related services provided by railway operators. The moderating role of customer's COVID-19 risk perception was examined as well because there are individual differences in the level of thinking dangerously about Covid-19. As a result, the perceived level of the service's quarantine-related services has a significant impact on customer satisfaction when the customer's risk perception of Covid-19 is at an appropriate level, but its impact is relatively weak when the customer's risk perception is significantly high. Eventually, only the complete extinction of COVID-19 risk will bring a complete recovery to the service industry. Nevertheless, during the epidemic period, it was confirmed that the main service characteristics are that the service operator thoroughly conducts quarantine activities and faithfully communicates with customers.

• Management & Information Systems Review
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• v.28 no.1
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• pp.1-24
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• 2009

Electronic commerce markets have been increasing rapidly, which has resulted in parallel growth in the door-to-door delivery service industry. The door-to-door delivery service industry is projected to be more competitive, due to the large amount of companies that are already established and the fact that several leading multinational logistics companies are rushing into the domestic market. This is a critical period for the companies which are attempting to obtain a competitive advantage. Previous research on door-to-door delivery services has been undertaken, in relation to strategic exploration, political proposals, and user satisfaction. However, there is a lack of practical studies focused on the information systems of door-to-door service companies and its decisive roles have been undertaken. This study aims to investigate, compare, and analyze the information systems of door-to-door delivery service companies. Also, the study proposes developmental direction of how the information systems should be improved. In order to accomplish the purpose of this study, first, we examined previous research on door-to-door delivery services and their information systems. Second, we investigated and analyzed the information systems of four leading domestic companies by conducting interviews. Third, we compared and identified factors of the information systems that could be improved. Finally, we proposed its developmental direction. As a result of the study, the information systems of door-to-door delivery service companies required to provide classified services using diverse tools and develop the optimized routing model to reduce logistics costs.

• Journal of Distribution Science
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• v.10 no.4
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• pp.37-45
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• 2012

The popularity of courier services in Korea has made it an essential part of the country's domestic logistics industry, bolstering the growth not only of the national economy, but also the quality of people's daily lives. An effective strategy for courier companies in Korea would be to provide high-quality services to their existing target markets with the goal of maximizing customer loyalty. This study investigates structural relationships between customer loyalty and service quality as a set of factors and between customer trust and customer satisfaction. These antecedent relationships will be used to understand the "performance formation model" through service quality. In this study, service quality, as a set of factors, is considered to be the independent variable, while customer satisfaction and customer trust are both treated as intervening variables. Finally, customer loyalty is the dependent variable. Following a review of the literature, this paper's proffered hypothesis will be investigated in terms of whether the independent and intervening variables significantly affect customer loyalty. A statistical analysis of the empirical research was carried out using both SPSS 18.0 and AMOS 18.0 The results of this study's empirical analysis show three conclusions. First, among the intervening variables (customer satisfaction and customer trust), customer satisfaction is significantly correlated with customer loyalty. Customer trust, however, was shown to have little or no relationship to customer loyalty. Second, the quality of service variable seems to influence customer satisfaction, customer trust, and customer loyalty. Third, with respect to the relationship of intervening variables, customer trust affects customer satisfaction. Thus, the companies that have a competitive advantage in Korea have successfully maximized customer loyalty for their existing customers. Courier companies will need to research and study customer needs. Therefore, this research suggests that effective courier service management can be better understood through the application of the service quality performance formation model, which can enhance the quality of service provided by domestic courier services. This research is limited to investigating qualitative variables, such as the service quality factors, customer satisfaction, and customer trust. It would be helpful for future research on courier services to consider quantitative variables, such as price and weight.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.8
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• pp.181-189
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• 2017

This study examines whether the variables used in the Unified Theory of Acceptance and Use of Technology(performance expectancy, effort expectancy, social influence, and facilitating conditions) is applicable to continuous usage of uTradeHub at a time of expansion in the use of uTradeHub. In addition, the role of user satisfaction(mediating effect) and CEO support(interaction effect) in the relationship is identified attempting to provide basic data to help uTradeHub management strategy establishment. A total of 101 valid responses collected through questionnaires were used for empirical analysis(using SPSS 24.0), and the results are as follows. First, for the effect of the integration technology acceptance factor on user satisfaction(H1), only performance expectancy, effort expectancy, and social influence were significant, but facilitating conditions was not significant. Second, for the effect of user satisfaction on the continued use of uTradeHub(H2), there was a significant result. Third, the mediation effect on verification of user satisfaction(H3) was full where performance expectancy, effort expectancy, and social influence prompted continuous usage through user satisfaction. Fourth, for interactive effect verification of CEO support(H4), an interaction effect was shown only in the influence relationship of performance expectancy and social influence on user satisfaction.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2009.10a
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• pp.347-350
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• 2009

The opening of High-speed Rail provides convenience to move a long distance quickly, and the passengers of high-speed railway have been steadily increasing each year. Since the high-speed rail is far more expensive than other transportation, providing high quality service over just the high speed is required. Accordingly, much effort is made to improve service quality. However these services have been focused on general passengers so we should introduce a new service system to meet personal preferences of passengers. Therefore, in this paper, we introduce integrated railway service systems to provide service which follows the individual needs of passengers and is based on RFIDs (Radio Frequency Identification).

• Asia-Pacific Journal of Business
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• v.13 no.4
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• pp.61-77
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• 2022

Purpose - The purpose of this study was to explore the relationship between C2C logistics service quality(convenience, responsiveness, reliability, information and empathy) customer satisfaction and customer loyalty. Design/methodology/approach - This study collected 252 survey data from consumers who use C2C platform in China. Then using SPSS 24.0 in order to analyze the data. This study used SPSS 24.0 to perform empirical analysis with 252 people who use C2C platform in China. Findings - First, it was confirmed that the quality of logistics service(convenience, responsiveness, reliability, information and empathy) had a positive effect on customer satisfaction. Second, logistics service quality(convenience, responsiveness, reliability, information and empathy) positively affects the customer loyalty. Third, there is also a strong relationship between customer satisfaction and customer loyalty. Research implications or Originality - It is well known that logistics is an important part of e-commerce. Research on the influence of B2B logistics service quality on customer satisfaction and customer loyalty is more currently, but research on C2C is relatively less. Our study contributes the related research area by doing empirical analysis of the relationship between the logistics service quality and customer satisfaction and customer loyalty to provide development suggestions for C2C sellers.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.23 no.2
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• pp.50-68
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• 2024

This study developed a bus route sketch (BRS) methodology for utilizing bus route design and operation steps in practice and evaluated the feasibility of the method. The BRS methodology consists of three steps: transportation zoning suitable for the provider and users of bus transit service; determining the bus operation route based on established transportation zones and path combination; optimizing the operation route based on the estimation of route alternatives in terms of the multi-performance measures from the standpoints of bus-transit service provider and user. The results of a case study showed that the estimation scores from the perspectives of provider and user were improved significantly from 8.83 and 7.13 to 9.50 and 9.89, respectively. Because the BRS method was designated and developed to be suitable for field application for route planning and operation, the method can be used instantly and directly to estimate and adjust the on-operation bus transit line and route design.

• Journal of Digital Convergence
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• v.18 no.5
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• pp.169-178
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• 2020

The selection of a third-party logistics (3PL) provider is a critical process for shippers who want to receive competitive logistics service. However, studies analyzing the factors that influence the selection of 3PL provider from the viewpoint of shippers are insufficient. The present study aims to derive factors to be considered when selecting a 3PL provider by domestic shippers and to present the weights of each factor. The analysis results showed that among the major factors, the "operation factor" showed the highest importance, followed by "strategic factor", and "communication factor". The results of compound weights showed that "cost reduction" is the most important factor, followed by the "expertise of the provider", "inventory management ability", and "human resources management". The present study proposed the core factors that should be considered when selecting a 3PL provider from the shipper's viewpoint. This study also has an industrial implication from the viewpoint of 3PL providers because it provides the basic data for enhancing the shipper's satisfaction by reinforcing the factors that are considered important in by shippers. In future research, it is necessary to classify shippers by industry and analyze the differences in the factors that arise in selecting 3PL companies for each industry.