소상공인 대상 디지털공유물류서비스 만족/불만족 요인 분석

Abstract

This study aimed to evaluate the effectiveness of the digital shared logistics service implemented by Incheon City as a policy measure to address the issue of decreased logistics competitiveness among small businesses lacking digital and transportation capabilities, in the context of increased competitive pressures due to the rapid growth of the online distribution market and the entry of large corporations into the distribution sector. This service was developed with the aim of enhancing the logistics competitiveness of small businesses, and this study sought to analyze its actual impact and explore directions for improvement, thereby providing insights for the planning and execution of similar distribution and logistics support policies in the future. The research method involved conducting a survey among 231 small business enterprises, with an in-depth analysis of 13 items related to satisfaction. The analysis results revealed that small businesses showed the highest satisfaction with “no limit on the minimum shipment volume,” followed by satisfaction with the “application and registration process.” Conversely, dissatisfaction was relatively high with items such as “differentiation of same-day and next-day collection times,” “variety of specifications,” and “customer service and response capability.” Based on these satisfaction and dissatisfaction factors derived from the analysis, this study proposed improvement measures for future logistics services targeting small businesses.