국제물류 서비스 품질 결정요인이 고객반응과 거래관계에 미치는 영향

An Empirical Study on the Effects of the Determinants of Int’l Logistics Service Quality to Customer Reaction and Relationship

The purpose of this empirical study is to examine and explore the relationships between three variables; shipping companies’ service quality, customer reaction and relationship. Special features of this study could be summarized as following. First, this is empirical study based on market research according to the definition of ’customer’ as freight forwarders. Second, to evaluate shipping companies’ service quality, 5 components of SERVPERF model was used. Third, to test service quality, customer reaction and relationship, statistical analysis was used with tools of SPSSWIN ver 15.0 and AMOS ver 7.0. For effective study, many thesis have been obtained through literature survey. However, major results were compiled from directly structured questionnaire, which were collected from freight forwarders in Korea. Major research findings could be summarized as follows. First, correlations between service quality and customer reaction are found to be positive except service quality component of ’tangibles’ with customer satisfaction. Second, correlation between customer reaction and relationship is found to be positive even in some previous researches of other similar logistic industries, no correlations were found.