택배기업의 시장지향성이 고객지향성, 종업원만족, 고객유지, 기업성과에 미치는 영향 - A 택배를 중심으로 - = An Effect of Market Orientation on Customer Orientation, Employee Satisfaction, Customer Retention, Company Performance in Door-to-door Delivery Service - Focused on A Door-to-door Delivery Service Company -

다국어 초록 (Multilingual Abstract)

In spite of severe competition, many companies enter into courier logistics business as a door-to-door delivery service provider. Because their environments are very intensive, the studies of market orientation and customer orientation are needed. So, purpose of this study is to identify the impact market orientation, customer orientation, employee satisfaction, customer retention on company performance. The results of this study are as follows. First, the relationships of market orientation and customer orientation, employee satisfaction, customer retention are significant. Second, the relationship of customer orientation and employee satisfaction is insignificant. But, relationship of customer orientation and customer retention are significant. Third, the relationships of employee satisfaction and customer retention, company performance are significant. Finally, the relationship of customer retention and company performance are significant. The results of this study shows that logistics companies must focus on market, employee and customer in managing their company.