소화물 운송 요인이 소비자의 브랜드인지와 매만족에 미치는 영향에 관한 연구: 경인지역 이삿짐 물류를 중심으로

Abstract

People's dwelling patterns get more various. Especially, the rate of apartment dwellers is being increased. The reasons that people should move including the change of life style are frequently created. Few moving packages are usually moved by an delivery van, but for the cases moving into a high-rise building or using a ladder-truck, it is advantageous for customers to use a moving company service. A moving company service's function does not simply deliver the moving packages into a new building, but such provides various services including the shipping, the wrapping and the displaying services. So most customers tend to use a moving company at moving the house. As the frequency of move and the amount of moving packages are being increased, so the moving company is gradually developed into a moving specializer(3PL). This study performed the empirical analysis in using the adapted PZB model(1988) suitably for the delivery service. As the result of analysis, it was found that the quickness, the safety and the information providing ability positively influenced on the customer's brand recognition. However it was revealed that the economic efficiency and the kindness did not influence positively on the customers' recognition. From the indications of this study, it needs to understand and analyze the cost structure so as to lower the moving company's service fee. Additionally, it is considered that the customer's recognition degree on a moving company's brand should be increased through enough education and practices fostering the customer-oriented thinking way targeting the delivery workers, clerks as well as the company manage toward the direction of increasing the kindness degree.