• Journal of Navigation and Port Research
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• v.36 no.9
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• pp.753-761
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• 2012

To achieve a differential advantage over competitors and protect their long-term interest, shipping lines have striven to find ways to maintain an ongoing relationship with shippers which can be achieved by attaining their loyalty. The benefits of loyal shippers are potentially huge in that they generate long-term revenue streams as well as provide cost savings as compared with attracting new shippers. Logistics service provided by shipping lines is identified as one of the effective tools for building customer loyalty. However, in a review of the literature none of the studies examine how logistics service creates customer loyalty, particularly between shipping lines and shippers. Consequently, the overarching purpose of this paper is to extend knowledge on logistics service performance and its relationship with customer loyalty in the unique context of maritime transport by proposing a new conceptual model based on an extensive literature review. The major contribution is to offer a new insight into the complex relationships between those 'soft' concepts in the context of maritime transport.

• International Commerce and Information Review
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• v.12 no.1
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• pp.123-152
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• 2010

With the change of diverse business environments, the need for the third party logistics(3PL) is strategically considered for securing core abilities of manufacturers' own business. Most manufacturers are willing to have Win-Win relationship with the 3PL companies, instead of working with 3PL companies only for the purpose of reducing costs of logistics. This study has intentions to analyze determination factors of the distribution partnership which influence manufacturing firms within Gyeongsangbuk-do province and effects of partnership which exert an favorable influences on their outcome. With regard to the determination factors, it is found that determination factors consists of shipping quality, crisis management and possession of resources. And for the effects, saving logistics cost, improvement in service quality and strengthening the distribution partnership are included. This study intends to suggest helpful guidelines to business managers who seek a solution for more efficient logistics service.

• Korea Trade Review
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• v.47 no.2
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• pp.155-174
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• 2022

This study aims to analyze the effect of service quality on e-commerce utilization performance in B2B market. Measurement factors derived from the survey were examined, and whether they had a positive effect on the performance of e-commerce utilizing was examined. The survey period was conducted on the Likert-5 score scale for about four months from November 2021 to February 2022, and 2,200 copies were distributed online and offline, and a total of 268 copies were used for empirical analysis. The moderating effect of the research methodology was analyzed by using multiple regression analysis and PROCESS MACRO. Three factors of service quality were secured and the influence relationship on e-commerce utilization performance was derived. Study results were as follows. First, interaction, logistics and economics have a positive effect on the level of e-commerce utilization. It means SMEs can increase the level of use of e-commerce as they produce and deliver goods with high economic contribution from the perspective of foreign companies, accuracy of goods transportation services, and purchasing companies. Second, It was confirmed that the effect of service quality on the utilization performance of e-commerce varies depending on the degree of corporate image. Therefore, it will be important to plan a management strategy first to improve service quality in order to increase e-commerce activities.

• Journal of the Korea Safety Management & Science
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• v.17 no.4
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• pp.247-258
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• 2015

The purpose of this study is to let the entire logistics system be managed in cyberspace by effectively sharing the logistics information between companies involved in the process, changing conventional commerce to electronic commerce. Most of the goods traded through electronic commerce are small goods involving small business transactions. This produces many problems in shipping and delivery and the leads an inefficient logistics system. Another problems is that there is no sharing of information that process the logistics flow and no systematic management of pick-up and delivery information. As a result, rise in logistics cost, longer delivery period and poor service quality are inevitable and these results are becoming an obstacle in the widespread usage of the electronic commerce. Companies that are part of logistics center can cooperate logistics business in Cyber space and share the entire logistics information through the cyber logistics center. This turns out in effective sharing of logistics information, and thus, allows efficient management of logistics, improves logistics service, and reduces logistics cost.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.6
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• pp.1454-1461
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• 2014

This study analyzes the influence of the logistics quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the word-of-mouth intention. Then this study examines whether there is a difference among the influences of the logistics quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the logistics quality, carriage, after service and kindness influence customer satisfaction and the customer satisfaction influences word-of-mouth intention similarly. And this research reveals that the logistics quality can not differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages.

• International Commerce and Information Review
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• v.15 no.3
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• pp.387-409
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• 2013

Since 1990s, more and more enterprises outsource the logistics to reduce the cost and improve core competence, which bring the prosperity of 3PL, industry in China. However, some data shows that the service quality of 3PL is not good enough, there is only a few companies that can provide systematic service, and the satisfaction of the customer is very low. Besides, many enterprises choose 3PL service provider mainly based on the price. Although there are many papers on the logistics service quality, they mainly research on single part, Studies on the relation between the service quality and the partnerships of outsourcing are scarce. Therefore, this study tries to research the service quality, partnership and the relationship between them in China's 3PL industry systematically. On the foundation of the service quality and partnership theories by former researchers, taking present situation of China's 3PL industry into consideration, this paper constructs service quality and the partnership evaluation system and develops LSQ-PP model to examine the relation between the service quality and partnership. and then use the Structural Equation Model (SEM) to analysis the full sample of collected questionnaires. Finally, the thesis summarizes the conclusion and offers suggestions for practice and future research.

• Journal of Korea Trade
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• v.24 no.4
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• pp.34-48
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• 2020

Purpose - The rapid rise of e-commerce enterprises has led to the development of the logistics industry. At the same time, some enterprises are motivated by the interests to start reducing costs and inputs, which on the contrary leads to low quality of service, thus reducing customer satisfaction. In recent years, vicious competition, violent express delivery and lack of professionalism in the logistics market have led to high annual customer complaint rate, which has resulted in the company losing many loyal customers, but also unable to obtain new customers. Therefore, to pay attention to and understand the psychological needs of customers and improve the quality of logistics distribution service has become a pressing problem for Every express company. Design/methodology - By analyzing the problems existing in logistics distribution of express companies, this paper explores various factors affecting customer satisfaction and takes consumer sentiment as a mediating variable. Through questionnaires to collect relevant data, put forward hypotheses for empirical analysis, use two different software including SPSS 21.0 and AMOS 21.0 to analyze the information, draw conclusions and make recommendations. Findings - According to the above research results, the reliability, convenience, efficiency, professional can have a positive impact on customer satisfaction through the mediating effect of their sentiment, convenience and professional on consumer sentiment and satisfaction are more significant. Originality/value - This paper the establishment of distribution service indicators related to customer satisfaction and empirical analysis can not only enrich and supplement the distribution service quality indicator system studied by the former, but also provide a theoretical basis for future research.

• Journal of Navigation and Port Research
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• v.35 no.3
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• pp.243-251
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• 2011

The container ports have been increasingly changed according to the industry structure and differentiated customer's needs. So it seems to need the differentiated service strategies to have their competitiveness. To assess the customer requirements objectively, this paper associated the service process of container ports with the service quality scale by using the Quality Function Development(QFD). This paper analysed the service process of Busan port and then compared it with those of Shanghai port and Tokyo port which are the typical port of the northeast asia. Also, after drawing the importance of the service process as well as its priorities by representing the relation between service quality scale and processes of the container ports, this paper proposed the House of Quality(HOQ) for service quality improvements.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.12
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• pp.313-322
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• 2021

Horizontal cooperation is seen as an effective way to raise a competitive advantage in logistics and transportation. However, there are many logistics enterprises still operating individually instead of cooperating. This research aims to investigate the factors influencing the decision of horizontal cooperation by surveying a large sample of Vietnamese logistics companies. This study employs 161 logistics companies to examine correlations between potential factors and horizontal collaboration. The structural equation model (SEM) was used to test the conceptual model and the relationships among variables. The findings revealed that information sharing was the most important predictor of 161 supply chain providers' horizontal collaboration decisions, which resulted in increased profitability or service quality. Besides, trust in partners was found to be positively related to the degree of horizontal cooperation among logistics companies. Finally, the finding of this research is that reputation had a positive effect on the strategy of horizontal cooperation. Our findings suggest that SME managers should be concerened about their information sharing, their reputation as well as their trust in partners if they would be invited in cooperation with another firm to increase service quality, performance, and competitive advantage.

• Journal of Korea Port Economic Association
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• v.35 no.4
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• pp.67-84
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• 2019

In order to suggest ways to enhance service competitiveness in cruise and destination, this study developed a measure of cruise tour service and analyzed the impact and relative importance on customer satisfaction. Specifically, for the service quality analysis, based on the SERVPERF model, the specialty of the industry was reflected through the arguments of tourism and transport logistics, and the three factors of cruise service quality and destination service quality were derived and utilized as measurement tools. As an analysis method, factor and reliability analysis were conducted using data collected via a survey. Next, correlation analysis was conducted to analyze the relationship between variables and regression analysis was performed to check the impact of cruise tour service quality on customer satisfaction. The study found that both cruise service attributes and destination service attributes had a positive effect on customer satisfaction and that the relative importance of service attributes was identified. Accordingly, it was found that the service quality should be formed by reflecting arguments in the tourism and transport logistics sectors and that the service should be further improved and developed according to the importance of the service attributes so as to enhance cruise tour products.