초록

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

키워드

Internal Marketing, Service Immersion to Customers, Perceived Organizational Support

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