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A Study on Extraction of International Freight Forwarders' Service Quality Factors: the Case of South Korea

포워더의 서비스품질 요인의 도출에 관한 연구 - 한국의 사례 -

  • Song, Ki-Jae (Graduate School of Logistics, Incheon National University) ;
  • Yeo, Gi-Tae (Graduate School of Logistics, Incheon National University)
  • 송기재 (인천대학교 동북아물류대학원) ;
  • 여기태 (인천대학교 동북아물류대학원)
  • Received : 2017.04.08
  • Accepted : 2017.08.20
  • Published : 2017.08.28

Abstract

The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.

Keywords

International freight forwarder;Service quality factor;Exploratory factor analysis;Operation characteristics;Customer orientation

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