항만물류 서비스품질과 관계품질이 관계지속의도에 미치는 영향

• 영문명: The Impact of Service and Relation Quality in the Port Logistics on Relation Continuity Intention
• 발행기관: 한국국제상학회
• 저자명: 정우천(U-cheon Jeong) 하명신(Myung-shin Ha) 배상욱(Sang-wook Bae)
• 간행물 정보: 『국제상학』國際商學 第26卷 第1號, 91~115쪽, 전체 25쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2011.03.30

영문 초록

This paper studies that Busan Port boosts its relation continuity intention with customers as part of efforts to survive the cutthroat competition among regions and countries and to gain a competitive advantage over rivals. The establishment of such a relation continuity intention is based not only on a number of study results showing that raising customer loyalty enables ports to achieve a competitive advantage, but also on an assessment that from a defensive marketing point of view, the source of port competitiveness depends more on preventing existing customers from severing relations than creating new clients. The results and suggestions of this study are summarized as follows. First, it has expanded the path of influence by adding customer trust and commitment to the paradigm of port logistics service quality and customer satisfaction, which affects customer loyalty and relation continuity intention. Secondly, safety has been found to have the greatest impact on customer satisfaction, followed by reliability and speediness. Thirdly, an analysis of the impact of service quality factors on trust has shown that safety, which has influenced customer satisfaction the most, has a meaningful effect on customer trust. Fifthly, customer satisfaction has been found have a positive influence on trust and commitment. Fourthly, trust and commitment pertaining to relation quality has been found to have a direct positive impact on relation continuity intention.

목차

Abstract

Ⅰ. 서론

Ⅱ. 선행연구 고찰

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고 문헌

키워드

Service Quality Relation Quality Relation Continuity Intention