국제물류서비스 구매자 거래유형에 따른 관계혜택지각과 고객만족에 관한 실증연구

An Empirical Study on the Influence of Perception of Relationship Benefit on Consumer Satisfaction in International Logistics Market : A Comparison of Four Transaction Types

Global business environments fluctuate drastically because of several factors such as tougher competition, technological advance, and new regulations. Under these circumstances, shippers’ needs for value-added logistics or one-stop logistics service are increasing. This thesis includes two parts: literature review and empirical study. In the first part, the concept of relationship marketing is introduced. The new strategy is regarded to bring about revolutionary changes in marketing. For the empirical study, a questionnaire survey of 288 logistics service users, or shippers and freight forwarders, is conducted. The objects of the research are categorized by types of transaction: shipper-forwarder; shipper-carrier; and forwarder-carrier. There is quite high positive correlation between consumers’ perception of relation benefits and their satisfaction. This conclusion supports recent trends of logistics service providers In conclusion, this study demonstrates that various kinds of international logistics service users perceive different relationship benefits and that their perception of benefits influences their satisfaction.