SERVQUAL-IPA를 이용한 우리나라 선박관리업의 경쟁력강화방안에 관한 연구

A Study on How to Strengthen the Competitiveness of Ship Management Business in Korea by SERVQUAL-IPA

This study has reviewed the actual conditions and problems of Korean ship management business under international marine environment as foregoing and further to offer the strategy for concentrated management plan. For that purpose, this study has tried to apply IPA((Importance-performance analysis) analysis which is practically used in aspect of customer satisfaction by means of SERVQUAL(Service+quality), the most basic model for service quality which has been applied for various industries for those days. As the result of carrying out SERVQUAL-IPA analysis, it's found out that Korean shipping companies have received affirmative valuation for its trust and response in service quality of ship management business. In addition, the result of the importance and results after using service quality of the Korean ship management companies showed that most of items such as confidence, sympathy, materiality of service quality, etc. were located in "concentration". This made us assured that it's necessary to urge the ship management business to intensively manage and improve their practical service continuously in behalf of the shipping companies.