수출입항만의 고객만족에 관한 연구

Evaluation of Customer Satisfaction in Masan Port

The main purpose of this paper is to find out service-quality dimensions which have an effect on customer satisfaction of Masan port. Based on the review of previous studies, this paper built the conceptual framework describing the relationships among Masan Port service quality, customer satisfaction and WOM(word-of-mouth) intention. Three specific research hypotheses are derived, and the natures of the relationships underlying the constructs are tested by statistical approaches. This study has been surveying three main constituencies: i.e. importers, exporters and forwarding agents. The final sample size was comprized of 85 responses in Masan port areas. It is found that "Port Operation Quality" significantly leads customer satisfaction and positive WOM. Whist this research has contributed to our understanding of the effects of port service-quality, the main weakness of this research project is the limited external validity of the research findings. In this regard, it is suggested that other studies should be undertaken for assessing the external validity of the present findings.