국제물류 서비스 공급자 간 협력이 관계품질과 고객행동에 미치는 영향에 관한 연구 － 인천항을 중심으로 －
A Study on Effects of Cooperation among the Providers of International logistic services on Customer Behavior － Focusing on Port of Incheon －
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초록
본 연구는 항만물류서비스 공급자 간 고객의 편의제공을 위한 협력차원을 추출하고 이들 요인들과 고객만족 및 신뢰 그리고 고객행동 간 어떠한 인과관계가 있는지를 파악하여 전략적 시사점을 제시하고자 하였다. 또한 인천항의 물류서비스 공급자간 협력활동이 고객특성인 기업의 형태에 따라 만족과 신뢰 그리고 고객행동 간에 어떻게 차별적으로 영향을 미치고 있는가를 검증하였다. 연구결과 항만물류서비스 공급자 간 고객의 편의제공을 위한 협력차원은 결정편의, 거래편의, 접근편의 협력으로 구분됨을 확인하였고 이들 3차원과 고객의 만족 및 신뢰에 차이가 있는지를 살펴본 결과 결정편의 및 접근편의 협력이 유의하게 나타났다. 특히 기업의 형태에 따른 서비스 편의 협력차원과 관계품질 간의 관계를 살펴 본 결과 화주는 거래편의를, 물류업체는 결정편의 및 접근편의를 높게 지각하고 있는 것으로 나타났다.
Abstract
The purpose of this study is to find the cooperation dimensions among the providers of logistic services in ports, to understand the causality between cooperation dimensions and customer satisfaction, confidence and consumer behavior, and to suggest some strategic implications. In addition, we reviewed the different effects of the cooperation among the providers of logistic services on customer satisfaction, confidence and consumer behavior in Incheon port, by the business type as a customer‘s character. According to the results of this study, we found the cooperation dimensions to provide the customers convenience by the providers of logistic services in ports, included the decision convenience, the access convenience and the transaction convenience. Comparing these three(3) dimensions to make the effects on customer satisfaction and confidence, the decision and access conveniences were statistically significant. Especially, considering the business type in relationship between the cooperation dimensions of service convenience and the relationship quality, shippers perceived the transaction convenience and logistic firms perceived the decision and access conveniences more important than other ones.
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