The importance of logistics service quality has kept growing in fierce competitions. Accordingly, many have tried to access the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that service quality is multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kano model. Kano model point of view better quotient and worse quotient comparison analyze about service quality attributes of logistics service. For this purpose, the authors has reviewed the literature and made a survey research with finns who provided logistics service. Several satisfying/dissatisfying quality factors in logistics service quality were identified. The results of the paper were as follows; First, it was found that almost 14 items could be classified four quality factors: attractive, one-dimensional, must-be, indifferent quality, while the reverse quality items wasn't found And also Timko's customer satisfaction(CS) coefficient were shows the same results of the Kano's classification. Further, several academic and practical implication for logistics service quality were proposed.
Abstract
I. 서론
II. 이론적 배경
III. 연구설계
IV. 실증분석
V. 결론
참고문헌
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