국내 해운선사의 물류서비스품질 경쟁력 강화 방안

A Study to Strengthen Competitiveness on Logistics Service Quality of Korean Shipping Company

Recently great attention has been shown to the question of a strengthen competitiveness in shipping company. And given its importance in a national economy, it appears likely to us that it is reasonable. Strengthen competitiveness has been defined in various aspects, we regard a logistics service quality as strengthen competitiveness in this study. Seen from this point of view, it is important to understand how forwarders satisfied and formed the customer loyalty. The purpose of this study is to examine the influence of a key strategic resource, viz. logistics service quality on customer satisfaction and customer loyalty in shipping company. Data were collected via forwarder, shipper and multiple regression analysis was used to examine the hypothesis. Logistics service quality(LSQ) is consist of nine constructs. This paper hypothesized that LSQ positively influence customer satisfaction. Additionally this study hypothesized a positive impact of customer satisfaction on customer loyalty. The research results demonstrate that such determinants of LSQ have some positive influences on customer satisfaction. With respect to the first hypothesis, results were mixed. In the second hypothesis, customer satisfaction was found to be positively related to customer loyalty. Logistics servicequality was identified as important antecedents of customer satisfaction and loyalty. The managerial findings of this research are briefly discussed.