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포워더의 서비스품질 요인의 도출에 관한 연구 - 한국의 사례 -

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

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

초록

한국의 포워딩산업에서의 업체 간 경쟁은 현재 매우 치열하다. 그러나 포워딩산업의 서비스품질에 관한 연구가 한국과 전 세계적으로 아직 매우 적다. 본 연구는 포워딩산업의 특성을 반영한 포워더의 서비스품질 요인들을 도출하는 것을 연구의 목적으로 하였다. 서비스품질의 측정항목들을 선행연구와 면접조사를 통해 정리한 후, 한국의 수출입업자들을 대상으로 설문조사를 하였으며, 수집된 자료들에 대해 탐색적 요인분석을 실시하였다. 연구결과, 포워더의 서비스품질요인은 정확성, 신속 정시성, 안정성으로 정의되는 운영특성과, 전문성과 공감성으로 정의되는 고객지향성의 두 요인으로 도출되었다. 본 연구의 중요한 기여는 선행연구들과 달리 포워딩산업의 특성을 반영한 서비스품질요인을 제시하였다는 점이다. 향후의 연구과제는 두 요인 중 어느 것이 고객충성도에 더 많은 영향을 미치는 지를 분석하는 것이다.

키워드

포워더;서비스품질 요인;탐색적 요인분석;운영특성;고객지향성

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