• 산업경영시스템학회지
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• 제30권3호
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• pp.62-70
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• 2007

This study define the concepts of port logistics service by investigating various elements of port logistics service and grouping them in six attributes using a Data Mining technique. The QFD (Quality Function Deployment) technique is applied to measure the quality of port logistics service, and those results are analyzed. The DMQFD (Quality Function Deployment using Data Mining) model proposed in this study is a model for analyzing of port logistics service quality which is produced by combining those two stages. Using the DMQFD model, the requirements of customer could understand more correctly and systematically, and it could be an alternative tool to accomplish a customer satisfaction.

• 한국정보시스템학회지:정보시스템연구
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• 제15권1호
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• pp.21-48
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• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

• 품질경영학회지
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• 제40권2호
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• pp.145-155
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• 2012

The purpose of this study is to suggest the direction of improving service quality in the defense logistics support. For this, this study compares and analyzes the perceived service quality between customer(using unit) and defense logistics support unit by using SERVPERF model. Supply, military meals, and maintenance are carrying out the mission as core function of defense logistics support and also encounter with customer. In this empirical analysis, the service quality is composed of four factors, and there are significant difference in perception level of service quality between them. Also, the relationship between factors of service quality and revisit intention shows significant difference statistically, and the customer orientation and responsiveness are key affecting factors on revisit intention.

• 산경연구논집
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• 제15권7호
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• pp.1-9
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• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• 대한안전경영과학회지
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• 제5권4호
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• pp.219-228
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• 2003

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has been extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality (Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

• 한국정보시스템학회지:정보시스템연구
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• 제16권4호
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• pp.107-129
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• 2007

The purpose of this study is to examine the effect of logistics service quality and relationship orientation factors on customer satisfaction and loyalty in the electronic commerce context. Based on extensive review of relevant literature, nine components of logistics service quality(i.e. information quality, ordering procedures, ordering release quantities, timeliness, order accuracy, order quality, order condition, order discrepancy handling and personnel contact quality) and six components of relationship orientation(i.e. trust, bonding, communication, shared value, empathy and reciprocity) are introduced in this study. And a conceptual model is developed and five research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality and relationship orientation are positively and significantly associated with customer satisfaction, and customer satisfaction is the antecedent variable of customer loyalty in the Internet Shopping Mall. In addition, a significant impact of logistics service quality on relationship orientation of the customer is revealed. Implications of these findings are discussed, and limitations of the study as well as further research directions are addressed.

• 한국산업정보학회논문지
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• 제21권3호
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• pp.57-71
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• 2016

군은 현재까지 물적인 흐름인 군수지원체제를 발전시켜 왔지만 군수지원 서비스에 대한 충분한 연구는 수행되지 않았다. 본 연구는 군수 기능(정비, 보급, 급양)에 따라 종사자의 직무만족을 분석하고, 나아가 군수부대의 직무만족과 사용(전투)부대의 서비스품질 인식의 관계를 분석하고자 하였다. 연구결과는 첫째 군수부대 직무만족에서는 기능에 따라 유의미한 차이가 나타났으며, 둘째 사용부대의 서비스품질 요인 중 유형성에서 기능에 따라 유의미한 차이가 나타났다. 마지막으로 사후분석을 통해 서비스품질에 관한 의미있는 결과가 확인되었다.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.191-195
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• 2006

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.

• 품질경영학회지
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• 제37권3호
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• pp.102-122
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• 2009

In this study, we will conduct an empirical study to see how the 3PL firm's logistics service quality and relationship orientation affects the supply chain performance. To examine the research model and hypotheses, we have used an empirical method based on the field survey in which most of measurements used and verified in previous studies are selected as measurements. The results of our empirical study can be summarized as follows: First, it can be shown that higher level of logistics service quality not only affects satisfaction and relationship orientation positively, but also improves supply chain performance. Second, it can be also shown that satisfaction for logistics service quality affects relationship orientation between shipper and 3PL firm positively. Finally, it can be shown that relationship orientation affects supply chain performance positively. This paper presents much implications both theoretical and practical side.

• 무역학회지
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• 제48권4호
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• pp.233-262
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• 2023

최근 콜드 체인 제품에 대한 고객의 수요가 증가하면서 콜드 체인 기업은 고객 만족을 향상시키기 위해 물류 서비스 품질을 개선하고 새로운 경쟁우위를 찾기 위한 노력이 지속적으로 요구되고 있다. 이에 본 연구는 콜드 체인 물류에서 고객 만족에 영향을 미치는 요인을 파악하고 이들 요인 간의 관계를 검증하는 데 목적이 있다. 본 연구에서는 선행연구 고찰을 통해 연구 모델을 수립하였다. 콜드 체인 물류 서비스 이용 경험이 있는 고객을 대상으로 설문조사를 실시하였고, 유효한 165부의 설문 응답을 AMOS 26.0을 활용하여 구조방정식모델링 분석을 통해 가설을 검증하였다. 분석결과, 자원, 물류 인프라, 파트너십을 포함한 콜드 체인 역량은 물류 서비스 품질에 유의한 영향을 미치는 것으로 나타났다. 물류 서비스 품질이 향상될수록 고객 만족은 높아지는 것으로 나타났다. 한편, 파트너십을 제외한 자원과 물류 인프라는 고객 만족에 유의한 영향을 미치는 것으로 나타났다. 결과적으로 콜드 체인 기업은 물류 서비스 품질을 높이기 위해 다양한 유형의 자원과 기술 수준 그리고 인프라 등을 확보해야 하며, 이를 통해 고객의 기대와 요구를 충족할 수 있다.