항만물류서비스품질 지각차이에 관한 연구

A Study on the Difference of the Perceived Port Logistics Service Quality

This research analyzed on the difference of the perceived port logistics service quality. Theoretical literature suggests that logistics service quality is composed of the functional quality, technical quality and that the physical factors is a relatively more significant determinants to the perceived logistics service quality in port. It was also argued that physical factors can be an additional component of logistics service quality. However, empirical evidence on these assertions is sparse at best. Therefore, using port industry data, this research empirically tested that the functional quality and physical factors is indeed a significant determinants to the perceived logistics service quality in port. The results obtained from investigation on the differentiation of perception between port logistics service purchaser and supplier were as follows: 1. In the growth dimension. service provider gives more weight on the port-workers' development effort, experienced treatment of special cargo and faithful performance attitude rather than service purchaser. 2. In the accuracy dimension, service purchaser gives more weight on the probability of the congestion and accumulation of stocks on account of delay rather than service provider. 3. In the speediness dimension, service provider gives more weight on the minimizing of stevedoring and transportation time, and real-time cargo tracing rather than service purchaser. 4. In the convenience dimension, service provider gives more weight on the continuance of port work the whole day rather than service purchaser. 5. In the connection dimension, service provider gives more weight on the exchanging of regular transportation schedule with other ports, and intermodal transportation operators rather than service purchaser. 6. In the technical quality dimension, service provider gives more weight on the cargo handling, CY handling and information service rather than service purchaser. 7. The safety, composed of functional quality, and the physical factors are not significant difference but is evaluated high relatively.