택배서비스 품질분류 연구 : Kano model과 대응일치분석을 중심으로 = Classification of Parcel Service Quality Elements: Using the Kano Model and Correspondence Analysis

다국어 초록 (Multilingual Abstract)

In cut-throat competition among parcel companies, Quality of service is very important factor for continuing competitive advantage. We need to determine service quality that customers require and know how they understand service quality. So, The purpose of this study is to develop parcel service industry which is increasingly important, and to get out of limitations related to the existing parcel service so understand how the customer perceives the quality of the parcel service and examine each parcel service company is specialized in what kind of service quality from the customer's point of view. As a result of the study, there were 9 attractive factors among 18 sub-factors, Most of them are additional service quality which provides convenience for customers. The 6 factors of the natural factor appeared, and the original dimension elements of the parcel service belonged to the natural service quality. Also, there are 3 factors in the unitary service quality. Among the attractive quality factors, 'Convenience of commodity receipt procedure' had the highest satisfaction coefficient, and the natural quality factor 'Parcel without loss' showed the highest dissatisfaction coefficient. Among parcel service companies, Post Office Express is safe, accurate, and responsive; Hanjin Express is convenient and fast; CJ Korea Express is fast; and Logen parcel is fast and economical. However, In the case of Hyundai Express, distance of six service quality are farther than those of other companies, indicating that customers perceive that the service quality they provide is lower than that of other companies.

참고문헌 (Reference)

1 오세구, "한･중 국제택배서비스의 품질결정요인이 고객가치 및 고객만족에 미치는 영향" 한국유통경영학회 13 (13): 199-218, 2010

2 박정희, "택배회사의 물류서비스 품질과 관계품질 및 고객충성도 간의 영향 분석" 한국마케팅학회 23 (23): 23-50, 2008

3 이명복, "택배서비스업종의 제도개선 및 발전방안" 한국물류학회 23 (23): 263-295, 2013

4 최혁라, "택배서비스 품질요인이 고객 재이용의도에 미치는 영향" 한국산업경제학회 19 (19): 1159-1180, 2006

5 배상욱, "택배서비스 품질과 재이용의향과의 관계에 관한 연구" 한국서비스경영학회 10 (10): 277-297, 2009

6 오세영, "택배서비스 산업의 현황과 활성화 방안" 4 : 97-123, 2002

7 송장근, "택배산업의 서비스품질 성과형성 모델" 한국유통과학회 10 (10): 37-45, 2012

8 이석용, "택배 정보시스템 비교분석에 관한 사례연구 -국내 4社를 중심으로-" 대한경영정보학회 28 (28): 1-24, 2009

9 김재욱, "택배 서비스 품질의 측정에 관한 연구" 한국경영학회 31 (31): 1-294, 2002

10 이은미, "카노 모델을 적용한 외국인 의료관광 선택속성의 수정 IPA" (사)한국관광레저학회 22 (22): 111-130, 2010

11 최호규, "지방정부의 서비스품질이 고객만족과 신뢰, 자발적 행동 의도에 미치는 영향" 한국고객만족경영학회 16 (16): 143-165, 2014

12 이내준, "중국택배서비스의 품질, 고객만족 및 재이용의도가 구전의도에 미치는 영향" 한국유통경영학회 14 (14): 121-145, 2011

13 변수연, "주성분 분석과 대응일치분석을 통한 4년제 대학졸업예정자들의 대학생 학습 경험 탐색 연구" 한국교육방법학회 25 (25): 1-27, 2013

14 문선웅, "인터넷쇼핑에서의 택배업체 서비스 만족도에 관한 연구" 한국물류학회 24 (24): 65-88, 2014

15 손용석, "은행 규모에 따른 서비스품질과 CSR활동이 기업이미지에 미치는 영향: 유능함과 따뜻함의 매개역할을 중심으로" 한국고객만족경영학회 18 (18): 25-55, 2016

16 이희숙, "소비자의 택배서비스 이용 특성 및 소비자만족도" 한국소비자원 45 (45): 157-182, 2014

17 김성택, "서비스품질 선택속성이 신뢰 및 만족도와 재방문의도에 미치는 영향에 관한 연구 - 뷔페 레스토랑을 중심으로 -" 한국고객만족경영학회 12 (12): 1-25, 2010

18 이미영, "비대면 서비스품질과 고객만족, 재이용의도간의관계 연구: Voice -to-Voice 환경(콜센터)을 중심으로" 한국고객만족경영학회 17 (17): 59-80, 2015

19 하윤실, "금융업의 지각된 서비스품질이 서비스가치를 매개로 고객만족, 고객충성도에 미치는 영향 - 금융기관 이용자를 중심으로 -" 한국고객만족경영학회 19 (19): 101-122, 2017

20 Polak, M., "Two Types of Single-Peaked Data : Correspondence Analysis as an Alternative to Principal Component Analysis" 53 : 3117-3128, 2009

21 Herzberg F., "The Work and the Nature of Man" World Publishing Company 1966

22 Hapsari, R., "The Impact of Service Quality, Customer Engagement and Selected Marketing Constructs on Airline Passenger Loyalty" 9 (9): 21-40, 2017

23 Grönroos, C., "Strategic Management and Marketing in the Service Sector" Swedish School of Economics and Business Administration 1982

24 Hemsley-Brown, J., "Service quality and brand loyalty : The mediation effect of brand passion, brand affection and self-brand connection" 28 (28): 2771-2794, 2016

25 Caruana, A., "Service loyalty-The effects of service quality and the mediating role of customer satisfaction" 36 (36): 811-828, 2002

26 Rust, R. T., "Service Quality: New Directions in Theory and Practice" Sage Publications 1-19, 1994

27 노형진, "SPSS를 활용한 분할표의 분석 및 대응분석" 학현사 2011

28 Parasuraman, A., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality" 64 (64): 12-40, 1988

29 Grönroos, C., "New Competition in the Service Economy : The Five Rules of Service" 8 (8): 9-19, 1988

30 Cronin, J. J, "Measuring Service Quality：A Reexamination and Extension" (56) : 55-68, 1992

31 Coller, J. E., "Measuring Service Quality in E-Retailing" 8 (8): 260-275, 2006

32 Bienstock, C. C., "Measuring Physical Distribution Service Quality" 25 (25): 31-44, 1997

33 Ho, H. F., "Marketing Mix Formulation for Higher Education" 22 (22): 328-340, 2008

34 강기두, "Kano모형을 이용한 물류서비스품질의 분류" 한국품질경영학회 37 (37): 32-45, 2009

35 유병균, "Kano 모델 및 PCSI 지수를 통한 한옥게스트하우스 서비스품질에 관한 연구: 서울 북촌 게스트하우스를 중심으로" (사)한국관광레저학회 26 (26): 131-148, 2014

36 Mak, J. Y., "In House versus Outsourcing : Effects of Service Quality and Consumer Satisfaction of Sport Centers" 7 (7): 80-94, 2017

37 Paul, J., "Impact of Service Quality on Customer Satisfaction in Private and Public Sector Banks" 34 (34): 606-622, 2016

38 양재훈, "IPA를 이용한 택배서비스 품질 요인의 활용방안에 관한 연구" 한국로지스틱스학회 22 (22): 65-88, 2014

39 Matzler, K., "How to Make Product Development Projects more Successful by Integrating Kano's Model of Customer Satisfaction into Quality Function Deployment" 18 (18): 25-38, 1998

40 Sourial, N., "Correspondence Analysis Is a Useful Tool to Uncover the Relationships among Categorical Variables" 63 : 638-646, 2010

41 Carman, J. M., "Consumer Perceptions of Service Quality : An Assessment of the SERVQUAL Dimensions" 66 (66): 33-55, 1990

42 Zeithaml, V. A., "Consumer Perception of Price, Quality, and Value: Means-End Model and Synthesis of Evidence" 52 : 2-22, 1988

43 Strauss, A., "Basics of qualitative research: Techniques and procedures for developing grounded theory" Sage 1998

44 Kano, N., "Attractive Quality and Must-Be Quality" 14 (14): 39-48, 1984

45 Timko, M., "An Experiment in Continuous Analysis" 2 (2): 17-20, 1993

46 Finn, D. W., "An Evaluation of the SERVQUAL Scales in a Retailing Setting" 18 : 483-490, 1991

47 Grönroos, C., "A Service Quality Model and Its Marketing Implication" 18 (18): 36-44, 1984

48 Parasuraman, A., "A Conceptual Model of Service Quality and Its Implications for Future Research" 9 (9): 41-50, 1985

49 물류신문사, "2016 물류산업총람"