우리나라 컨테이너 터미널 서비스품질과 고객만족에 관한 연구

An Empirical Study on the Service Quality and Customer Satisfaction of Container Terminal in Korea

  Ports generally seem port of the engine behind economic development of a region. In particular, now it is expected that the competitive superiority will be determined not by the technical differences, but by the service quality. Recently, the environment of port industry has been rapidly changed because competitions between container terminal in port was fierce. The purpose of this thesis is to analyze empirically how the perceived service quality of container terminal affects the customer satisfaction. Furthermore, it is to analyze relationship with customer satisfaction and customer loyalty. The data were collected from shipping companies and container terminal customer in korea by the use of questionnaire method. We have the following results: First, the perceived service quality of container terminal produced significant positive effects the customer satisfaction. Second, the customer satisfaction produced significant positive effects the customer loyalty. In conclusion, container terminal should be aware of importance of the service quality, and they should also develop service strategies to improve their service quality and their competitiveness.