한국 통관업체의 기업특성, 시장지향성 및 물류정보시스템의 활용이 서비스품질과 성과에 미치는 영향 = The Effect of Feature, Market Orientation and Logistics Information System on Service Quality and Performance of Korean Customs Clearance Firms

국문 초록 (Abstract)

본 연구는 국제물류프로세스에서 통관 및 이와 관련한 부대행위를 이행하는 통관업체의 서비스품질에 영향을 미치는 요인을 기업특성, 시장지향성 및 물류정보시스템으로 보고 이들이 성과에 미치는 영향을 확인하는 것을 목적으로 한다. 연구목적을 달성하기 위해 선행연구를 통해 변수 간의 관계를 확인하고 개념적 정의와 조작적 정의를 내렸다. 이에 따라 설문지를 작성하고 설문조사를 통해 자료를 수집하여 분석을 실시하였다. 분석에 따른 연구결과는 다음과 같다. 첫째, 시장지향성과 물류정보시스템은 서비스품질에 영향을 미치는 중요한 요인인 것을 확인하였다. 통관업체는 고객들의 욕구를 파악하고, 이들 기업의 내부에 확산시키고, 이에 따른 기업의 즉각적인 대응을 통해 고객에 대한 서비스품질을 극대화시킬 수 있다. 둘째, 서비스품질이 높은 기업은 성과도 높게 나타났다. 고객에게 우수한 서비스를 제공하는 통관업체는 시장점유율의 증대와 가격프리미엄을 통한 높은 수익을 누릴 수 있고 이를 통해 기업의 목표달성과 관련된 고객성과와 재무성과를 달성할 수 있다.

다국어 초록 (Multilingual Abstract)

Due to excessive competition and small-scale business, Korean customs clearance firms are having difficulties to play a role in international logistics process and its profitability is getting deteriorated.
This study verified significant factors influencing on service quality by taking feature, market orientation and logistics information system as independent variables which is differential strategy of Korean customs clearance firms and analyzed the effect of service quality on performance.
As a method of research, questionnaire survey was conducted after drawing conceptional and operational definition about the variables presented by research model based on literature study. Reliability and validity of each variable was inspected for the purpose of analysis and performed structural equation model analysis for a causal relationship between variables.
The research results of this study are as follows. First, intelligence generation, intelligence dissemination and responsiveness as market orientation and logistics information system have significantly an influence on service quality. Second, it was confirmed the service quality has a significant effect on performance.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 선행연구
• Ⅲ. 연구모형 및 연구방법
• Ⅳ. 실증분석 결과
• Ⅴ. 결론
• 참고문헌
• Abstract

참고문헌 (Reference)

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