A Study on the Effects of Logistics Capabilities of Container Terminals on Service Quality and Customer Response

Hwang, Seok-Jun; Choi, Hyung-Rim; Hong, Soon-Goo; Lee, Kang-Bae

Journal of Navigation and Port Research 2012;36(1):59-67.
Published online February 28, 2012.

컨테이너 터미널의 물류역량이 서비스 품질 및 고객반응에 미치는 영향에 관한 연구

황석준, 최형림, 홍순구, 이강배

A Study on the Effects of Logistics Capabilities of Container Terminals on Service Quality and Customer Response

Seok-Jun Hwang, Hyung-Rim Choi, Soon-Goo Hong, Kang-Bae Lee

Abstract

This study shows how the logistics capability of container terminal impacts with service quality and customer response. Result of this study would be utilized in marketing strategy for container terminal. Sample design is based on shipping companies which are registered in Korea Shipowners' Association and Korea Shipmanagers' Association from Dec. 5 through 23 in 2011. And total of 243 questionnaires are collected through a personal visit. The result of empirical analysis, management capability of logistics capability factor which have an effect on service quality and customer response is the biggest influence to them. At the same time, Sympathy of service quality factor which have an effect on customer response is the biggest influence to it. Therefore, customers' requirements would be analyzed specifically when loading and unloading plans are devised in container terminal, and based on customers' requirements, best customer service would be provided.

Key Words: container terminal;port service;logistics capabilities;customer response;customer satisfaction