한·일 항만서비스품질 만족조사를 통한 양국의 항만협력과 발전방안

Development Strategy of Port Cooperation between Korea and Japan through the Survey of Port Service Quality

Even during the recession of marine transport the quantity of goods transported in ports in China are increasing. Large Chinese ports are exploiting economies of scale and threatening Korean and Japanese ports livability. In order to defend against growing Chinese ports, Korea and Japan ports are focusing on improving port service quality and customer satisfaction instead of improving facility and lower costs. The object of this study is to identify and assess the key determinants of port service quality and to determine the quality of service offered by two main ports(Pusan Port and Tokyo Port) in Korea and Japan using Four-dimensional model and a Customer Satisfaction Index to measure port customers' level of satisfaction at these main ports. This paper researched satisfaction levels of shipping companies, forwarding companies and ship owners towards port services achieved by cooperation between Korean and Japan ports. Also we studied the causation and influence between Korean and Japan port service satisfaction.