한국의 포워딩산업에서의 업체 간 경쟁은 현재 매우 치열하다. 그러나 포워딩산업의 서비스품질에 관한 연구가 한국과 전 세계적으로 아직 매우 적다. 본 연구는 포워딩산업의 특성을 반영한 포워더의 서비스품질 요인들을 도출하는 것을 연구의 목적으로 하였다. 서비스품질의 측정항목들을 선행연구와 면접조사를 통해 정리한 후, 한국의 수출입업자들을 대상으로 설문조사를 하였으며, 수집된 자료들에 대해 탐색적 요인분석을 실시하였다. 연구결과, 포워더의 서비스품질요인은 정확성, 신속 정시성, 안정성으로 정의되는 운영특성과, 전문성과 공감성으로 정의되는 고객지향성의 두 요인으로 도출되었다. 본 연구의 중요한 기여는 선행연구들과 달리 포워딩산업의 특성을 반영한 서비스품질요인을 제시하였다는 점이다. 향후의 연구과제는 두 요인 중 어느 것이 고객충성도에 더 많은 영향을 미치는 지를 분석하는 것이다.
한국의 포워딩산업에서의 업체 간 경쟁은 현재 매우 치열하다. 그러나 포워딩산업의 서비스품질에 관한 연구가 한국과 전 세계적으로 아직 매우 적다. 본 연구는 포워딩산업의 특성을 반영한 포워더의 서비스품질 요인들을 도출하는 것을 연구의 목적으로 하였다. 서비스품질의 측정항목들을 선행연구와 면접조사를 통해 정리한 후, 한국의 수출입업자들을 대상으로 설문조사를 하였으며, 수집된 자료들에 대해 탐색적 요인분석을 실시하였다. 연구결과, 포워더의 서비스품질요인은 정확성, 신속 정시성, 안정성으로 정의되는 운영특성과, 전문성과 공감성으로 정의되는 고객지향성의 두 요인으로 도출되었다. 본 연구의 중요한 기여는 선행연구들과 달리 포워딩산업의 특성을 반영한 서비스품질요인을 제시하였다는 점이다. 향후의 연구과제는 두 요인 중 어느 것이 고객충성도에 더 많은 영향을 미치는 지를 분석하는 것이다.
The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' ...
The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.
The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.
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문제 정의
As there are still a very small number of studies not only on the service quality of forwarding industry, but also on freight forwarding industry as a key topic, this study aims to extract international freight forwarders’ service quality factors by developing the measures reflecting the characteristics of freight forwarding industry.
Therefore this study aims to extract international freight forwarders’ service quality factors by developing the measures reflecting the characteristics of freight forwarding industry.
This study aimed to extract international freight forwarders’ service quality factors.
The results showed that the service quality of freight forwarders reflecting the characteristics of freight forwarding industry has two factors: operation characteristics factor defined as accuracy, speediness·timeliness and stability, and customer orientation factor defined as professionalism and empathy. This study makes an important contribution to the forwarding industry in the respect that it presents the service quality factors reflecting the characteristics of freight forwarding industry. An academic implication of this study is that unlike most precedent studies using the SERVQUAL’s 5 dimensions, the freight forwarding service quality has two dimensions, A managerial implication is that the international freight forwarders need to improve service quality by focusing on the measures of the two factors for the improvement of their competitiveness.
제안 방법
An academic implication of this study is that unlike most precedent studies using the SERVQUAL’s 5 dimensions, the freight forwarding service quality has two dimensions, A managerial implication is that the international freight forwarders need to improve service quality by focusing on the measures of the two factors for the improvement of their competitiveness.
And then in-depth interviews with 8 managers holding key functions of the global freight forwarder are conducted two or three times with each of them for the selection of the measures of freight forwarders’ service quality.
And then in-depth interviews with 8 managers holding key functions of the global freight forwarder were conducted two orthree times with each of them for the selection of the measures of freight forwarders’ service quality.
And then in-depth interviews with 8 managers(air import, air export, ocean import, ocean export, 2 sales, quality, and finance) holding key functions of the global freight forwarder were conducted two or three times with each of them for the selection of the measures of freight forwarders’ service quality for 7 weeks from July 11, 2016 to August 26, 2016.
of employees in the sample profile, the sample is biased toward small and medium companies, and therefore this study has a limitation that the opinions of large companies have not been included enough in the results of this study. For a future research agenda, it is recommended to find out which one of the service quality factors extracted by this study influences more on customer loyalty with service value and customer satisfaction as mediators using the structural equation modeling method.
In this study, service quality is defined as customers overall judgement on the excellence of a specific service referring to the SERVQUAL model byParasuraman, Zeithaml and Berry [29,30,31,32,33], and measured with the performance of service quality measures as in the SERVPERF model by Cronin and Taylor [30,31,32,34].
The interview was conducted in the way that the author of this study explains his draft measures of forwarders’ service quality to interviewees in a comfortable atmosphere, asks open questions if there are any proper, and if groupings are appropriate, listens to their opinions, groups the measures per common characteristics based on the MECE (mutually exclusive and collectively exhaustive) principle, and goes on to interview the next interviewee with the measures resulted from the previous interview until all the interviewees agree to the resulted measures.
The research model of this study is an exploratory factor analysis model shown in the [Fig. 1] where the forwarders’ service quality has a few factors and each measure belongs to one of the factors.
However, as shown in the no. of employees in the sample profile, the sample is biased toward small and medium companies, and therefore this study has a limitation that the opinions of large companies have not been included enough in the results of this study. For a future research agenda, it is recommended to find out which one of the service quality factors extracted by this study influences more on customer loyalty with service value and customer satisfaction as mediators using the structural equation modeling method.
대상 데이터
Hyupjin Shipping was in the top 4 in 2012 and 2013, but dropped due to decrease in heavy cargo transport since then. There were 11 global forwarders in the top 30. Schenker Korea, Panalpina Korea, K&N, and DHL Gobal Forwarding Korea have been in the top 4 among global forwarders in South Korea for many years.
데이터처리
And then in-depth interviews with 8 managers holding key functions of the global freight forwarder are conducted two or three times with each of them for the selection of the measures of freight forwarders’ service quality. Importers and exporters in South Korea are surveyed and the collected data is analyzed using the statistical analysis program PASWStatistics 18 (SPSS 18).
성능/효과
The results showed that the service quality of freight forwarders reflecting the characteristics of freight forwarding industry has two factors: operation characteristics factor defined as accuracy, speediness·timeliness and stability, and customer orientation factor defined as professionalism and empathy.
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