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SERVQUAL 모델을 이용한 UNI-PASS(전자통관시스템) 이용자 만족도에 관한 연구
홍의(Eui Hong)·노용운(Yong-woon Ro) 한국국제상학회 2009 國際商學 Vol.24 No.1
With the proliferation of internet applications, the customs procedure in Korea has become easier and more rapid with assistance of UNI-PASS, the new clearance system which is established on the internet-based technology. The key of UNI-PASS is to merge all information required for passing through customs and communications into a single window on the website for streamlining the whole procedure and improving the quality of customs service. The purpose of this paper is to understand the factors of measuring service quality in using UNI-PASS by adapting SERVQUAL model and identifying discrepancies between users' expected and perceived satisfaction. The research findings suggest that perceived service qualities apparently lag behind those of users' expectation. In an attempt to raise service quality, several managerial recommendations are extracted and some directions for future research are suggested.
화주와 통관업체간 신뢰가 거래지향성 성과에 미치는 영향에 관한 실증분석
홍의(Eui Hong),박영태(Young-tae Park),노용운(Yong-woon Ro) 한국국제상학회 2011 國際商學 Vol.26 No.2
The feasibility of building long-term strategic partnership between foreign trade companies and customs brokers most likely relies on the level of mutual trust. Important factors for establishing long-term orientation between them are effective communications, reducing opportunistic behavior, terms and conditions of contract, and building up the trust through above three factors. This research analyzes the effects of the trust on the mutual long-term orientation by conducting empirical tests. It results that the level of mutual trust is significantly influenced by the three factors which are effective communications, reducing opportunistic behavior and terms and conditions of contract. And the trust also has an effect on affirming commitment.