• 한국컴퓨터정보학회:학술대회논문집
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• 한국컴퓨터정보학회 2019년도 제60차 하계학술대회논문집 27권2호
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• 한국항만경제학회지
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• 제18권2호
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• pp.65-90
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• 2002

Despite the importance and necessity, the 3PL has not been activated to date. Among many views, customers claim that logistics service provider(LSP) are not prepared or capable of offering satisfactory 3PL services, while LSP emphasize the lack of mutual trust, closed corporate culture of the customer and excessive demand for reducing the costs. With this keeping in mind, it surveyed difference of perception between users and providers of 3PL services in terms of the actual status of using 3PL services, the degree of satisfaction and key factors for selecting 3PL provider through the questionnaire. As shown in this study, 43.3％ of the respondents outsourced logistics services. However, Most company outsourced only inland transportation (49.5％) which is a simple and limited scope of 3PL services, but it also indicated that the percentage of users have ranged was less then 10% in outsourcing their whole logistics sector to 3PL provider and employing other logistics functions. Among respondents, a majority of the service provider stated that they offered satisfactory cost-saving to the customers, while users felt that the degree of satisfaction for using 3PL services was evaluated as at an average level and they more highly regarded the strong partnership of their 3PL provider rather than the saving of cost and improvement of customer's services. Moreover, in contrast to the 3PL providers which regard the most important factor for selecting 3PL service provider is the logistics cost quoted, users of 3PL services felt that the quality of services was more significant than the reduction of cost, and this tendency for selecting 3PL providers was shown in more advanced countries. While users of 3PL services indicated that the main reason for not using 3PL services was to avoid disclosing information of their business and it costs much for employing 3PL providers than doing themselves, 3PL providers thought it was due to reluctancy of opening information and resistance from the logistics division engaged in logistics activities concerned. Accordingly, providers and users of 3PL services should trust each other and prepare plan to activate 3PL services under the collaborative relationships as soon as possible.

• 감성과학
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• 제23권1호
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• pp.3-16
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• 2020

최근 패션 e 커머스 시장이 팽창됨에 따라, 온라인쇼핑몰시장이 급격히 증가하고 있으며 경쟁이 치열한 상황이다. 많은 유통업자들은 온라인 쇼핑몰에 뛰어들어 물류서비스 품질에 대한 노력을 기울이고 있다. 본 연구는 패션온라인 쇼핑몰에 대하여 고객만족도와 재구매율에 영향을 주는 물류서비스 품질이 무엇인지, 또 성별에 따라서 차이가 있는지 조사하였다. 200명의 온라인 쇼핑몰 이용자를 대상을 표집하였으며 SPSS25 패키지를 이용, 분산분석, 요인분석, t-test, 상관분석 등 통계 분석하였다. 그 결과, 반품이유에 따라서 성별에 따른 차이를 나타내었는데, 품질에 차이를 보이거나 다른 제품이 배달되어도 남성은 여성보다 반품을 덜 하고 있었다. 또 패션온라인 쇼핑몰에서도 반품물류서비스는 일반적인 물류서비스 요소와 동일하게 정보성, 신뢰성, 신속성 등 3가지로 나눌 수 있었으며, 이에 대한 평가와 고객만족은 정적인 상관관계를 나타내었으며, 이는 재구매 의도에도 유의한 영향을 미치는 것으로 나타났다. 셀렉 쇼핑몰이 반품이유, 재구매 의도와 만족도가 높은 반면에 전문쇼핑몰이나 일반 쇼핑몰은 비교적 낮은 것으로 나타났다. 반품물류 유통은 물류서비스의 품질과 구성요소 뿐만 아니라 잡지와 같은 정보를 제공하는 페이지 및 콘텐츠를 추가함으로써 고객의 만족도 및 재구매율이 높아질 것이다.

• 한국지능시스템학회:학술대회논문집
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• 한국퍼지및지능시스템학회 2003년도 ISIS 2003
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• pp.244-247
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• 2003

All over the value chain, a logistics information system must satisfy several requirements about gathering and sharing related information. For example, distributors or forwarders need up-to-date information for scheduling and managing their logistics resources. Meanwhile, consignors or consignees want to know the dynamic information about current states or location of their goods. Such information is dependent upon the quality of data sets collected throughout the logistics processes. Thus, gathering accurate data promptly is the essential factor for the success of a logistics information system. However, there are limits in reducing both time-gap and man-power for datn sourcing, since this process is done manually or by using bar codes and scanning devices. Smart-tag can be the alternative to such n time-consuming and inefficient operation, especially for handling piles of goods. The tag includes a micro-chip containing data which is remotely readable by readers with antenna. Logistics system with Smart tag can provide all the information anywhere and anytime, and it will increase the efficiency of logistics and satisfaction of users. In this paper, we propose a conceptual architecture for smart-tag based logistics system and describe its functions.

• 한국항만경제학회지
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• 제18권1호
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• pp.85-106
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• 2002

Across many industries, benchmarking is considered useful method to improve their service quality and achieve competitive advantage. Benchmarking, especially, has emerged as an increasingly important approach to improving the performance of logistics system and enables successful logistics services and doing good business in logistics services. There are no, however, literature approach for the relationship between benchmarking and port. It is the highest worth researching the application of benchmarking method on the port, since port is the most important component in supply Chain. Therefore, this paper tries to demonstrate the application of the benchmarking method on the port. To do this study, the literature approach developed by several researchers for logistics benchmarking is used as the basic framework. In addition, the following studies are executed: First, the survey of previous studies on logistics benchmarking. Second, finding the indicator and selecting the target in the port benchmarking. Third, the systematic execution schemes of the port benchmarking. Finally, based on the above studies, this paper provides a background for discussions on the future prospects for the application of the benchmarking method on the port.

• 한국항만경제학회지
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• 제31권3호
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• pp.15-39
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• 2015

본 연구는 서비스품질 수익모델을 기반으로 자원기반관점과 동적역량을 연결시켜 항만경쟁력을 평가할 수 있는 새로운 통합모형의 형성과정을 연구하였다. 그리고 국내 주요 항만에 형성된 모형을 대입하여 실무적 시사점을 도출하고자 하였다. 본 연구는 서비스품질을 제고하는 구체적인 동인은 밝히고자 하는 의도에서 조형지표로 구성된 HCMs 모델을 적용함으로써 기존 연구와 차별성을 두었으며, Smart-PLS 2.0을 사용하여 구체적인 인과관계 검증하였다. 분석결과, 우선 통합모델에서 모든 가설이 지지되었다. 항만의 유 무형자원은 전반적 서비스품질에 긍정적인 영향을 미치는 것으로 나타났다. 물리적 자원과 위치적 자원은 항만의 유형자원을 구성하는 것으로 나타났으며, 인적자원, 관계적 자원, 정보 및 기술자원 그리고 동적역량 또한 항만의 무형자원을 구성하는 것으로 나타났다. 서비스품질은 고객만족에 유의미한 영향을 미치는 것으로 나타났으며, 고객 만족 또한 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 한편, 고객만족은 항만평판에도 긍정적인 영향을 미치며, 항만평판은 충성도에 유의미한 영향을 미치는 것으로 나타났다. 부산항에서는 무형자원에 대한 관계적 자원의 영향력을 제외한 모든 가설이 지지되었으며, 인천항에서는 관계적 자원과 기술자원이 무형자원을 유의수준에서 구성하지 못하는 것으로 나타났다. 인천항에서는 관계적 자원과 기술자원뿐만 아니라 고객만족이 충성도에 긍정적인 영향을 미치지 못하는 것으로 나타났다. 본 연구는 우선, 서비스품질에 대한 자원의 영향력을 확인하였다는 것에 의의를 갖는다. 자원기반관점에서 서비스품질의 구성개념을 새로운 차원에서 접근하고, 성과에 기여할 수 있음을 입증하였다. 그리고 조형지표모델을 통해 개별 자원들이 서비스품질에 미치는 영향력을 간접적으로 측정할 수 있도록 함으로써 각 항만이 보다 구체적으로 전략을 세울 수 있는 기회를 제공하였다는 점에서 의의를 갖는 것으로 평가된다.

• 한국항해항만학회지
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• 제41권5호
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• pp.353-358
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• 2017

This study aims to propose an assessment tool of port service quality (PSQ) in the context of container transport logistics (CTLs), by taking the perspectives from port users. The CTLs defined in this study are the relevant activities of serving the physical flows of a container box from a point of origin via a container port to a point of destination. To address the ports' role in collaboration between its channel members in CTLs, the PSQ measures for all port user groups (i.e. common PSQ measures) are selected based on the relevant CTLs activities involved by port, and its users within terminal/port area as well as throughout the CTLs chain. An importance-performance analysis (IPA) is applied as a diagnostic tool to analyse the status quo of Busan Port in CTLs contexts, by comparing the importance and performance (IP ) scores against each individual CTLs criterion. The findings from the IPA reveal that port managers and policy makers at the Busan Port should concentrate on six PSQ measures (i.e. SR1, SR4, ITS1, VAS1, VAS4, ICI3) to enhance PSQ in CTLs. However, four measures (i.e. ITS2, ITS3, ITS4, VAS2) are identified as a possible overkill, indicating an area of inefficiency where a remedial action of the cost-cutting decision is necessary. On the other hand, the Busan port shows an outstanding performance on four measures such as SR2, SR3, ICI1 and ICI2. The measures are not only important but also high performance. The study findings provide managerial guidance to port managers in Busan Port, in view of searching for managerial and operational strategies for sustainable port growth.

• 한국항해항만학회:학술대회논문집
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• 한국항해항만학회 2006년도 춘계학술대회 및 창립 30주년 심포지엄(논문집)
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• pp.381-387
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• 2006

본 연구에서는 컨테이너항만의 경쟁력 확보를 위한 핵심전략인 서비스의 중요성을 제시하고 컨테이너터미널의 서비스품질을 측정하기 위한 도구를 개발하고자 하였다. 이를 위하여 본 연구에서는 첫째, 기존연구 고찰과 실증연구를 통하여 컨테이너터미널이 제공하고 있는 서비스항목들을 추출하였다. 둘째, 추출된 서비스항목들에 대한 전문가집단의 검증과정을 통하여 서비스항목을 정제하였다. 셋째, 최종적인 서비스항목들에 대하여 선사 설문조사를 통한 컨테이너터미널 서비스품질 척도를 개발하였다. 넷째, 고객(선사)들의 만족도와 서비스차원과의 관계를 알아봄으로써, 규명된 서비스품질이 고객만족과 어떠한 관계가 있는지 살펴보았다. 마지막으로, 실증분석을 통해 얻은 결과를 바탕으로 시사점을 제시하였다.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 대한안전경영과학회지
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• 제17권3호
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• pp.221-229
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• 2015

The economy is advancing at quite a bit is the role of the Distribution Center, a rise is evolving and mullyuryang Any existing storage facilities were not creating added value from contact with the customer service centers play the role. In order to increase its market competitiveness also pl approach to three in order to enforce cost savings and run. But by industry, the goods, operating characteristics of the cooperating in order to differentiate themselves with the operating process of improvement of operating system, including costs and took lots of time of service.Quality is lower ; all were missing. Such logistics centers, standard management model to address a little bit problem with highest academic. I want to try send it to, each product-category's industrial and business forms, standardisation is really a difficult situation, current study is further progress all you if you are The process managed to turn component is sure that we will be able to be judged.