Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the Effects of the Port Service Quality on Customer Satisfaction and Performance in Incheon Port

인천항의 서비스품질이 고객만족과 경영성과에 미치는 영향

  • Received : 2012.11.22
  • Accepted : 2012.12.22
  • Published : 2012.12.31
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Abstract

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

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