항만의 지각된 서비스품질, 서비스가치 및 전환비용이 고객충성도에 미치는 영향에 관한 연구 - 부산항을 이용하는 해운선사를 중심으로

Impact of Perceived Service Quality of Port Logistics, Valued and Switching Cost on Customer Loyalty -Based on Shipping Lines Serving Busan Port-

  To do research the relationship among the perceived port logistics service quality, the perceived service value, the switching cost and the customer loyalty, this paper tries to select the shipping companies as purchasers, and the questionnaires were performed. They were collected from September 25th to October 28th. 2005 and answer sheets were analyzed using frequency statistics, factor analysis, reliability analysis, correlation analysis and structural equation. This study identified the significant relationship among the perceived port logistics service quality, the perceived service value, the switching cost and the customer loyalty.