지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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The importance of logistics service quality has kept growing in fierce competitions. Accordingly, many have tried to access the logistics service quality and attempted to propose the strategic ways to manage it. However,it has been known that service quality is multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kano model. Kano model point of view better quotient and worse quotient comparison analyze about service quality attributes of logistics service. For this purpose, the authors has reviewed the literature and made a survey research with firms who provided logistics service. Several satisfying/dissatisfying quality factors in logistics service quality were identified. The results of the paper were as follows; First, it was found that almost 14 items could be classified four quality factors: attractive, one-dimensional, must-be, indifferent quality,while the reverse quality items wasn't found. And also Timko's customer satisfaction(CS) coefficient were shows the same results of the Kano's classification. Further, several academic and practical implication for logistics service quality were proposed.
목차
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참고문헌 (37)
참고문헌 신청
Bowersox, D., J. / 2002 / Supply Chain Logistics Manage / McGraw-Hill
Cronin, J. J. / 1992 / Measuring service quality: A reexamination and extension / Journal of Marketing 56 (3) : 55 ~ 68
Gronroos, C. / 1984 / A Service Quality Model and Its Marketing Implication / European Journal of Marketing 18 (4) : 36 ~ 44
Kano, N. / 1984 / Attractive Quality and Must-be Quality / The Journal of Japanese Society for Quality Control 14 (2) : 39 ~ 48
Maltz, K. / 1998 / How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment / Technovat
Cronin, J. J. / 1992 / Measuring service quality: A reexamination and extension / Journal of Marketing 56 (3) : 55 ~ 68
Gronroos, C. / 1984 / A Service Quality Model and Its Marketing Implication / European Journal of Marketing 18 (4) : 36 ~ 44
Kano, N. / 1984 / Attractive Quality and Must-be Quality / The Journal of Japanese Society for Quality Control 14 (2) : 39 ~ 48
Maltz, K. / 1998 / How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment / Technovat
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