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宅配 서비스 品質이 顧客 滿足度에 미치는 影響에 관한 硏究 : 自國 業體와 外國係 業體의 比較

한재호 (Jae-ho Han, 경희대학교 경영대학원)

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초록 moremore
Recently, the express delivery market is more increasingly competitive in Korea, logistics service quality is considered an essential strategy for success and survival in market. Logistics excellence has become a powerful source to improve the competitiveness. Many studies have assessed the po...
Recently, the express delivery market is more increasingly competitive in Korea, logistics service quality is considered an essential strategy for success and survival in market. Logistics excellence has become a powerful source to improve the competitiveness. Many studies have assessed the positive relationship between logistics service quality and customer satisfaction. The objective of this study is to examine the impact of logistics service quality on customer satisfaction and consumer preferences in Korea Express company and Foreign Express company. Research hypothesis in empirical is based on precedent studies. The results are based on the data obtained from 53 organizations. The quality factors of logistics service in this study are consist of five quality factors. The five factors of logistics service quality are optimal price, delivery quality, delivery accuracy, customer convenience, and A/S(after service) including customer handling. The reliability analysis was conducted to prove the reliability of the logistics service quality. The results show that there is sufficient reliability. The result that this study reached is as follows : 1. T-test was conducted to prove the effect of the Organizational form on logistics service quality. The results show that organizational form as contextual variables influence the difference in logistics service quality. Korea express company is more satisfied in price, convenience than Foreign express company. On the other side Foreign express company is more satisfied in delivery quality than Korea express company. 2. Correlation analysis was conducted to study the correlation between variables. The results show that logistics service quality are positively related to consumer preferences for choosing exprerss company in a significant level. 3. Multiple regression analysis was conducted to study the effect of the logistics service quality on consumer preferences. The results show that the dimensions of service quality such as delivery quality, convenience, optimal price had a positive effort on customer preferences in Korea exprerss company. In case of Foreign express company the dimension of service quality such as convenience had a positive role on customer preferences. Therefore this empirical evidence partly supported the hypothesis. In order to compete with foreign express company, Korea express company should be focused the improvement of the service quality such as price differentiation, delivery quality and customer convenience. The urgent task is that Korea express company should take the competitive market price based on the reduction of logistics cost. To enchance delivery quality Korea express company is trying to up-grade logistics network infrastructure as well as improve internal logistics management such as IT information system, the capability of inter staff. At the same time customer convenience should be offered through the expansion of global service area, a business tie-up and customized services should be developed through analyzing the segment market and customers. Finally the task of future research is attempt to built more sophiscated model relating to the survey.
목차 moremore
제 1 장 서 론1

제 1 절 연구의 배경 및 목적1
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제 1 장 서 론1

제 1 절 연구의 배경 및 목적1
제 2 절 연구의 방법과 구성4

제 2 장 택배 서비스에 관한 이론적 고찰 5

제 1 절 택배 서비스의 개념 및 특징 5
1. 택배 서비스의 개념 5
2. 택배 서비스의 유형 7
3. 택배 서비스의 특성 8
제 2 절 택배 시장 환경 분석 10
1. 시장 현황 및 전망 10
2. 외국 택배 업체16
3. 국내 택배 업체25
4. 국내‧외 택배 기업의 경쟁력 비교 33

제 3 장 서비스 품질에 대한 선행연구 37

제 1 절 서비스 품질의 정의37
제 2 절 택배 시장 서비스 품질의 요인 분석39
제 3 절 택배 서비스 품질과 고객만족의 관계43
제 4 장 택배 서비스에 관한 실증적 연구50

제 1 절 연구모형 및 가설의 설정50
1. 연구모형50
2. 가설의 설정51
3. 변수의 조작적 정의51
제 2 절 자료의 수집방법 및 표본의 구성54
1. 자료수집 및 설문지 구성54
2. 조사 표본의 구성54
3. 측정도구의 신뢰성 분석56
제 3 절 실증 분석 결과58
1. 택배 서비스 이용 특성 분석58
2. 가설 검증61

제 5 장 결 론71

참 고 문 헌75

ABSTRACT79

설 문 지82