• Journal of Korean Society for Quality Management
• /
• v.40 no.2
• /
• pp.145-155
• /
• 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.

• The Journal of Asian Finance, Economics and Business
• /
• v.9 no.9
• /
• pp.299-307
• /
• 2022

The goal of the study is to examine and assess how the factors of logistics service quality provided by logistics service providers influence customer loyalty and satisfaction in Vietnam. This study employs samples of the Kansei technique. The article's data was gathered through an online survey of 388 distinct Vietnamese customers who used logistics services before and during the Covid-19 outbreak. After the data was obtained, it was evaluated using SmartPLS 3.0's Cronbach's Alpha test and structural equation model (SEM). Staff service quality, operational service quality, and technical service quality are the three factors that determine the quality of logistics services in the study. Out of the 10 proposed hypotheses, research findings show that five are acceptable. The Covid-19 Pandemic in Vietnam had a significant impact on all dimensions, but it had no effect on how satisfied customers were with the logistics service providers. Nevertheless, loyalty is considerably influenced by only one factor, which is customer satisfaction, and customer trust moderates the relationship between these two factors. As a consequence of that, several managerial implications have been proposed to help logistics service providers improve their services to attract and keep Vietnamese customers using their service in the long term.

• Korea Trade Review
• /
• v.48 no.4
• /
• pp.233-262
• /
• 2023

Recently, as customer demand for cold chain products increases, cold chain companies are constantly required to improve logistics service quality and seek new competitive advantages in order to improve customer satisfaction. This study aims to indentify the factors that impact customer satisfaction in cold chain logistics and to analyze the relationship between the factors. A research model was established through the investigation of the previous studies. A survey was conducted targeting customers with cold chain logistics service experience, and the hypotheses were tested through structural equation modeling using AMOS 26.0. As a result, cold chain capability, including resource, logistics infrastructure, and partnership, has a significant impact on logistics service quality. The improvement of logistics service quality has a significant impact on customer satisfaction. Resource and logistics infrastructure, excluding partnership, had a significant impact on customer satisfaction. Consequently, cold chain companies need to secure various types of resources, technology levels, and infrastructure to improve logistics service quality, which can meet customer expectations and needs.

• Korea Trade Review
• /
• v.46 no.2
• /
• pp.55-74
• /
• 2021

Despite the growing importance of the logistics industry, it has been socially recognized as a 3D job and is perceived as a field of lower professional identity since the workers themselves think that they are engaged in a less important job. According to the related researches, it shows that professional identity affects the quality of service to customers, and applying it to the workers who are engaged in the logistics industry should be a meaningful subject of research. Therefore, this study intends to look into the impact of professional identity by managers in logistics centers on their service orientation and job engagement. To this end, this study surveyed managers in logistics centers across the country and conducted exploratory factor analysis, confirmatory factor analysis, and path analysis through structural equation models. The results of this study are summarized as follows. First, among the sub-factors of professional identity, recognition of professionalism did not have a significant effect on service orientation and job engagement, while acquisition recognition and range cognition had significant effects on it. Second, service orientation had a significant effect on job engagement. It believes that this study suggested implications for educational institutions and logistics companies that develop human resources of logistics in the aspect of that it presented the importance of developing human resources of logistics as well as the directivity to where the working environment such as the autonomy in their works and the extension of their authority should take their way.

• Journal of KIISE:Computing Practices and Letters
• /
• v.16 no.11
• /
• pp.1076-1080
• /
• 2010

EPCglobal Network is based on the Electronic Product Code(EPC) and rapidly opening up to many enterprises that have close relationships with each other. Since a huge amount of logistics Information is distributed in the EPCglobal Network, it needs to manage them effectively. Global logistics companies and institutes are studying and setting up the standards about EPC Information Service(EPCIS), Object Name Service (ONS) and EPC Discovery Service(EPCDS) in the RFID and EPC-based logistics information network. In this paper, we propose expanded EPCIS and EPCDS that are satisfy EPCglobal standards and enable more effective logistics information management.

• Journal of Korea Port Economic Association
• /
• v.21 no.4
• /
• pp.209-237
• /
• 2005

To gain a national competitive advantage in Northeast Asia, Northeast Asia logistics hub strategy was undertaken by Korean Government. Korean Government had published Northeast Asian Logistics Hub Roadmap including the upbringing of total logistics providers to solve the high logistics cost which weakens the competitive advantage of Korean companies. To solve the high logistics cost, the Government had revised the Korean Physical Distribution Promotion Law for the introduction of certification system of the total logistics provider and enacted the Rules on the Certification of Total Logistics Provider and is going to introduce the certification system of total logistics provider. In this certification system, third party logistics related point is very high, the success in this certification system depends on the strategic alliances of the small and medium size logistics companies. The purpose of this paper is to study certification system of the total logistics provider and contribute to gain the competitive advantage of total logistics provider as global logistics provider.

• Journal of the Korean Society for Railway
• /
• v.9 no.4 s.35
• /
• pp.432-440
• /
• 2006

Prior to the service evaluation, many kinds of its attributes must be identified on the basis of rational decision owing to complexity and ambiguity inherent in logistics service. there are so many evaluation methods but they are not applicable to logistics service the have property of non-additivity and overlapped attributes. Therefore, probability measure can not used to evaluate logistics service but Fuzzy Measure is required. And the method should be easy to calculate it Recently Fuzzy theory has been applied in Various evaluation problem. Fuzzy evaluation based on Fuzzy theory can accommodate fuzziness in judgement with people through introducing Fuzzy Measure. In this paper, Hierarchical Fuzzy Process is applied to evaluate level of logistics service in Korail and the biggest six logistics companies in the korea which is called 3PL Company. Also Fuzzy Relation Equation which is problem identifying evaluation value at these fuzzy evaluation is applied to verify relation between Input and Output data through @-operation. Therefore, we apply this Fuzzy Relation Equation to Hierarchical Fuzzy Process and verify evaluation value which objects of evaluation are able to possess.

• International Commerce and Information Review
• /
• v.6 no.2
• /
• pp.361-384
• /
• 2004

Recently the port logistics service has been recognized as a important function of the international logistics, therefore, a lot of papers have been issued concerning the measurement of the service quality of that. But in spite of variety of papers, we can not find out the papers concerning the model of the synthetic customer satisfaction. And also the most of papers concerning the customer satisfaction of service quality have been focused not by cognitive evaluation of the customer, but by affective response. In this thesis, the authors are postulating the model and hypothesis to achieve the research by using the Gr$\"{o}$nroos's model. In order to research the relationship between the port logistics service quality and the customers satisfaction, we are selecting the shipping companies located in Busan and Kwangyang as purchaser and the loading and unloading companies as supplier, and the questionnaires was performed to them. In the result of the empirical study, the technical quality of the port logistics service are affecting directly on the customer satisfaction, but the functional quality are affecting not directly on the customer satisfaction. And also the customer response(affective response) has been proved that it has been exercised as a intermediate role between the port logistics service quality and the customer satisfaction. Therefore it is proved that the affective response of the customer has been exercised a crucial role in the course of supplying the port logistics service.

• Journal of Korea Port Economic Association
• /
• v.30 no.1
• /
• pp.57-71
• /
• 2014

Information which port provide to users including shipping companies is essential information for their business performance. Thus, information service of several services which port provide to shipping company is also very important port-logistics service. However, despite of this importance, there have been little research related to port-logistics information service. The aim of this study is to analyze the satisfaction of information service for port logistics. To achieve this objective, evaluation criteria consisting of 16 items based on the previous research was established. And satisfaction index that can effectively show the current level of information service for port logistics was developed. The results of analysis showed that satisfaction index of information service provided by Busan port was 61.90. And from the data analysis, it was revealed that current level of information service in whole area was less than 63 points. It was implied that improvement for overall port-logistics information service was needed. Finally, from the follow-up research, it was found that information service provided by Busan port have weakness in the aspects of unification of information and celerity of information.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.39 no.4
• /
• pp.60-66
• /
• 2016

Compound logistics is a service aimed to enhance logistics efficiency by supporting that shippers and consigners jointly use logistics facilities. Many of these services have taken place both domestically and internationally, but the joint logistics services for e-commerce have not been spread yet, since the number of the parcels that the consigners transact business is usually small. As one of meaningful ways to improve utilization of compound logistics, we propose a brokerage service for shipper and consigners based on the hybrid recommendation system using very well-known classification and clustering methods. The existing recommendation system has drawn a relatively low satisfaction as it brought about one-to-one matches between consignors and logistics vendors in that such matching constrains choice range of the users to one-to-one matching each other. However, the implemented hybrid recommendation system based brokerage agent service system can provide multiple choice options to mutual users with descending ranks, which is a result of the recommendation considering transaction preferences of the users. In addition, we applied feature selection methods in order to avoid inducing a meaningless large size recommendation model and reduce a simple model. Finally, we implemented the hybrid recommendation system based brokerage agent service system that shippers and consigners can join, which is the system having capability previously described functions such as feature selection and recommendation. As a result, it turns out that the proposed hybrid recommendation based brokerage service system showed the enhanced efficiency with respect to logistics management, compared to the existing one by reporting two round simulation results.