A Study on Evaluating the Logistics Service Quality for Vietnam Coffee Industry

국문 초록 (Abstract)

베트남은 전 세계에서 두 번째로 큰 커피 제조업체이자 수출국으로 성장하고 있다. 그러나 커피 산업에서 물류의 비효율적인 프로세스에 대한 문제가 꾸준히 제기되고 있으며, 이는 커피산업의 지속 가능한 성장을 저해하는 원인이 되고 있다. 따라서 본 연구는 주요 의사결정자인공급자와 사용자를 대상으로 물류 서비스 품질에 영향을 미치는 요인에 대한 조사를 수행하고, 결과를 비교·분석하고자 한다. 이를 위해 요인분석, 신뢰도분석 및 선형회귀분석이 순차적으로 수행된다. 분석 결과, 정보 품질, 주문 절차, 적시성 및 주문 조건을 포함한 네 개 항목이 요인으로 정의되었으며, 공급자는 적시성이 고객 만족을 위한 가장 중요한 요소로, 사용자는 주문 절차를 가장 중요한 요소로 각각 선정하였다. 회귀모형을 통해 고객 만족도에 긍정적인 영향을 미치는 요인 간 관계를 입증하였다. 이 연구는 베트남 커피 산업에 종사하는 정부, 관련 기관 및 기업에게 물류 인프라 및 프로세스 개선을 위한 의사결정 가이드라인을 제공할 것으로 기대된다.

다국어 초록 (Multilingual Abstract)

Vietnam is ranked as the second largest coffee manufacturer and exporter all over the world. However, the inefficient performance of logistics in the coffee industry is an endemic problem and can be a great treat for sustainable growth in the near future. This study provides a set of factors affecting the logistics service quality for two major stakeholders, providers and users, and compares their different viewpoints. Factor analysis(FA), reliability test and linear regression analysis are sequentially conducted. As results, four main factors including information quality, ordering procedures, timeliness and order condition were defined. Providers believed timeliness is the most important factor for customer satisfaction, while users thought order condition has the greatest impact. Regression models demonstrated the factors affect customer satisfaction positively. This research provides government, relevant organizations and firms involved in the Vietnam coffee industry with decision making guidelines and references to improve logistics infrastructure and process.

목차 (Table of Contents)

• Ⅰ. Introduction Ⅱ. Literature Review Ⅲ. Methodology Ⅳ. Research Findings and Discussion Ⅴ. Summary, Conclusions and Recommendations References

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