논문 상세보기
pp.137-150
Logistic enterprises want to be competitive enterprises in fierce logistic market and worry about the securement of discriminative competitiveness for it. The standards for the judgement of logistic industry’s maintenance of competitiveness are not only economic feasibility of logistic costs but also the satisfaction of users because well-established service system for variety and enhancement of logistic needs. Some of the quality attributes sufficiently satisfy expectation of customers, but not guarantee high-quality satisfaction. Therefore, it’s difficult to grasp quality attributes with the existing approach of perceived service quality. Quality attribute model suggested by Kano is widely used as the concept is accurate, there is high possibility to be used at the stage of product/service planning, and it can be easily applied. Kano model has a limitation that quality attributes are classified with mode and the differences between strong property of the quality attribute and week property in quality attributes were ignored. Therefore, Timko calculated customer satisfaction coefficient with the result of Kano’s survey and effects of customer satisfaction and unsatisfaction through relations between satisfaction coefficient and unsatisfaction coefficient. The purposes of this study are to use ASC, the average of satisfaction coefficient and unsatisfaction, as the satisfaction of quality characteristics, decide the importance of quality characteristics with TOPSIS, a representative multi-standard decision-making method, and calculate strategy improvement propriety of logistic service quality.
1. 서 론
1.1 연구 배경 및 목적
2. 물류서비스 품질
2.1 물류서비스 품질의 개념
3. 고객만족계수
3. 중요도-실행도 분석
4. TOPSIS 방법
5. 사례 연구 분석
5.1 표본설계
5.2 Kano모델을 이용한 물류 서비스품질 분류
5.3 물류서비스품질에 대한 전략적 개선 우선 순위 산출
5. 결 론
5.1 연구의 요약
6. References
