벌크항만의 서비스 품질 측정도구의 설계와 적용
Design and Application of Service Quality Measurement Instrument in Bulk Ports
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초록
본 연구는 기존의 항만 서비스 품질 연구에서 다루지 못하였던 벌크항만 고유의서비스 품질을 측정하는 도구를 제안하는데 목적이 있다. 본 연구에서는 벌크항만의 서비스 품질 지표를 설계하고 화주와 벌크선사를 대상으로 설문조사를 수행하여 벌크항만에 적합한 서비스 품질 요인을 설정하고자 하였다. 이를 위해 설문조사 자료를 바탕으로 탐색적 요인분석(EFA)과 확인적 요인분석(CFA)을 수행하고 도출된 5개 서비스 품질요인에 대한 상대적 중요도를 계층분석과정(AHP)을 통해 산출하였다. 그 결과 관계지향성이 가장 중요한 요인으로 나타났으며 다음으로는 편의성, 안정성, 유형성, 비용성의 순서로 분석되었다. 또한 제안된 측정도구가 벌크항만의 서비스 품질을 종합적으로 측정하고 전략적 시사점을 도출하는데 어떻게 활용될 수 있는지를 보여주기 위해 우리나라의 벌크항만을 대상으로 하는 사례연구를 수행하였다.
Abstract
Some previous studies have proposed a couple of measurement scales for port service quality, however, which were constructed focusing on container ports or passenger terminals and could not be effectively applied in the case of bulk ports. The present study attempts to provide an alternative to this problem by developing a service quality measurement instrument considering uniqueness of logistics services in the bulk port and terminal. The current research builds measurement scale following a typical process adopted in the establishment of measurement model based on a critical literature review on the existing studies and rigorous statistical methods including validity and reliability tests. In addition, a case study is conducted to present how the proposed instrument can be utilized in the real world to measure overall service quality of bulk ports and to extract strategic implications targeting Korean main bulk ports.
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