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Exploring Study on the Effect of Perceived Port Service Quality on Customer Satisfaction and Loyalty
장재곤,이홍걸,이철영 한국항해항만학회 2008 한국항해항만학회지 Vol.32 No.7
Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality of port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction. Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality of port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.
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Importance-Performance Analysis of Port Service Perceived by Shipping Company: A Case of Busan Port
장재곤,이홍걸 한국해양비즈니스학회 2011 해양비즈니스 Vol.- No.20
Generally, service provided from port to shipping companies are various with not only berthing support and cargo handling but also information service, ship stores, bunker/water supply, etc. Although all the service offered by port is important, the level of importance and satisfaction can be different from the perspective of customers. Therefore, in order to offer the practical service that customers need, its significance and satisfaction are needed to be considered simultaneously in terms of customer service. The objective of this research is to analyze the importance and satisfaction of port service perceived by shipping companies calling Busan port. To achieve this objective, Data from shipping companies calling Busan port were collected, and Importance-Performance Analysis(IPA) for analysis was used. From the results of analysis, it was found that there are gaps between importance and satisfaction of port service. And it showed that the strategies which Busan port should focus on are expansion of port infrastructures and improvement of labor productivity such as deep water draft and well-skilled port workers. These imply that Busan port needs continuous development plan. That is, it points out that Busan port focus on the expanding infrastructures as the fundamental elements is more important than improvement of soft service policy, for the future. Generally, service provided from port to shipping companies are various with not only berthing support and cargo handling but also information service, ship stores, bunker/water supply, etc. Although all the service offered by port is important, the level of importance and satisfaction can be different from the perspective of customers. Therefore, in order to offer the practical service that customers need, its significance and satisfaction are needed to be considered simultaneously in terms of customer service. The objective of this research is to analyze the importance and satisfaction of port service perceived by shipping companies calling Busan port. To achieve this objective, Data from shipping companies calling Busan port were collected, and Importance-Performance Analysis(IPA) for analysis was used. From the results of analysis, it was found that there are gaps between importance and satisfaction of port service. And it showed that the strategies which Busan port should focus on are expansion of port infrastructures and improvement of labor productivity such as deep water draft and well-skilled port workers. These imply that Busan port needs continuous development plan. That is, it points out that Busan port focus on the expanding infrastructures as the fundamental elements is more important than improvement of soft service policy, for the future.
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인지모델링 기법을 활용한 항만물류산업의 성공적인 e-비즈니스 도입방안에 관한 연구
이홍걸,추봉성,장재곤,이철영 한국항해항만학회 2006 한국항해항만학회지 Vol.30 No.1
order to promote e-business in port-logistics area, many studies have been conducted since then. However, despite those studies related to e-business in this area, prominent achievements have not been presented, and moreover, research in academic side has been very rare, comparing to that of practical side. In this paper, we focus on factors affecting adoption of e-business in the field of port-logistics industry. The purpose of this study is to find the factors which affect adoption of e-business in port logistics industry, and establish its structure, based on a cognitive modeling. To achieve the aim of this research, we framed a cognitive map with empirical data collected from port-logistics firms. And from the results of analysis, some critical points for successful adoption of e-business in port-logistics industry were suggested. 최근 항만물류산업의 고부가가치화에 관한 논의와 더불어, 항만물류산업의 e-비즈니스화에 대한 다양한 연구가 진행되고 있다. 그러나, 두드러진 연구의 성과는 아직까지 나와 있지 않은 실정이다. 게다가, e-비즈니스화의 활성화를 위한 기술적 측면에서의 여러 가지 방안들은 업계의 이용실적이 미비하여, 실효를 거두고 있지 못하고 있는 실정이다. 본 연구에서는 이와 같은 문제에 주목하여, 실증적인 차원에서 인지 모델링 기법을 바탕으로 항만물류산업의 e-비즈니스에 영향을 미치는 요인을 추출하고, 그 체계를 수립하는 것을 연구의 목적으로 한다. 이러한 과정을 통해, 항만물류산업의 성공적인 e-비즈니스 도입을 위해 선행되어야 할 사항들을 파악하고, 주요 핵심 사항들을 제안하고자 한다.
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