선박관리기업 선택요인이 고객반응에 미치는 영향에 관한 연구

Abstract

Abstract

A Study on the Effects of the Customer Response on Choosing Ship Management Company

Jai-Hyong Kim

Department of Port Logistics

Graduate School of Marine Finance & Logistics

Korea Maritime And Ocean University

Korea ship management industry originated from overseas seamen employment business since the 1960's and registered as an independent Ship Management Company since the 1980's till early 2000's only concentrated on managing and providing well-trained crews authorized by overseas shipping management instead of building a form of business that manages all operations including shipping service, repair, insurance, etc. This is partly because of the policies of large marine companies which prefer to manage their ship directly by their inhouse company and partly because of the lack of entrepreneurship of the ship management company which was born as the manning company.

The purpose of this study is to investigate the most important fact choosing ship management company under circumstances of ship owner's determination factor on choosing ship management in changes of environments that gives great influences on customer response and the study has ship owner's determinant on choosing ship management company based on the formal study of determination factors, customer satisfaction and customer confidence reviewed in conservative market.

This study provides logical reasons to solve the problems of this research by combining and analyzing previous studies and forged framework through empirical study into ship owner's determination factors on choosing ship management company and its customer response. As a result, the research shows the most important facts of owner's determination as a "service quality" that is likely to impact on customer response (customer satisfaction and customer confidence) the most.

To compete with Ship Management Company in the world, organized strategy for marketing should be developed and government's support will be needed to cultivate rich human resources.

A study for improvement directions of providing same quality service not to remain the facts the domestic ship managing goes to foreign company will be the next research that shall be how customer satisfaction and customer confidence effect on business and its difference between Domestic Ship Management Company and Top-10 Foreign Ship Management Company.

And its service opportunity will be a range of options to future seamen and employee who are arranged to be trained.