Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

Abstract
 1.서론
 2.이론적 배경
  2.1 물류서비스 품질의 개념
 3. 연구 방법
  3.1 물류서비스 품질속성분류
  3.2 가중치를 고려한 품질 속성분류
  3.3 가중치를 고려한 고객만족 계수 계산
  3.4 잠재적 고객요구 개선 지수
 5. 결론 및 토의
 6. References

• 조유진(코어로지스) | Yu-Jin Jo
• 강경식(명지대학교 산업경영공학과) | Kyung-Sik Kang Corresponding Author