항만물류서비스 품질이 고객만족 및 고객충성도에 미치는 영향 - 부산항을 중심으로

A Study on Influence of the Port Logistics Service Quality on Customer Satisfaction and Loyalty - Focused on Busan Port-

  This paper provides the foundation to settle the new paradigm in the PLSQ by confirming the PLSQ influence on customer satisfaction and loyalty through the actual verification. The scale of this study for measurement of PLSQ is confirmed through the certification of reliability and feasibility with questionnaire investigation after confirmation of contents and preliminary feasibility. The dimensions and items for measurement of PLSQ are selected with tangible(5), speediness(6), responsiveness(4), reliability(5), safety(5), information(5). And it is confirmed that the level of service quality is changing unlike a port facility or cost recognized traditionally as a key factor to occupy the higher position in competition of ports. This thesis presents the important point of current issue about kinds of strategy which container terminal should establish in providing the port logistics service for occupying higher position in keen competition.