인트라 아시아(Intra-Asia) 국적 컨테이너선사의 고객서비스 품질이 고객만족과 재계약의도에 미치는 영향에 관한 연구

Abstract

A Study on the Influence of Korean Intra-Asia Container Shipping Companies' Customer Service Quality on Customer Satisfaction and Recontract Intencion

Hyun-Sook Seo

Department of Port Logistics

The Graduate School of Marine Finance & Logistics

Korea Maritime and Ocean University

Abstract

The aim of this study is to serve as a signpost for container carriers, highlighting the importance of the customer service and its future strategy by analyzing effects of their customer service quality through 10 main sampled Korean Carriers operating container ships in the Intra-Asia Market.

This study is carried out by the following processes. First, questions were disigned for customer service quality items using SERVQUAL Model by theorectic consideration and advanced research analysis, and then hypothesis for research medel were developed. second, hypothesis for correlation of variables were verified empirically by multiple regression analysis sercuring reliability and validity of survey data from customers of 10 relevant carriers.

The quality of customer service influences service satisfaction and re-using intention as well. Since the service satisfaction rates don't affect re-using rates much by showing high-satisfaction rates from 4 to 7 on Likert-type Scale, it is imperative for carriers to set up a new strategy for maintaining relations and which will reap long term benefits by enhancing and improving what they are currently practicing.

The findings of this study emphasize the understanding and necessities for high quality service satisfaction and setting up of new strategy for keeping attracting and maintaining customers.