컨테이너 항만 물류의 서비스품질 향상 방안에 관한 연구

Abstract

This study aims to investigate and analyze the customer satisfaction level of the logistics services quality at container terminal, and the impacts of customer intention to revisit and customer’s word-of-mouth intention. Based on this research, it also provides a strategic plan for Port Management Services, which is how to manage the key factors of logistic service to improve the service quality, and how to keep and maintain customers through effective logistics services and strategic marketing activities. In order to effectively achieve the purpose of this research, the empirical study focused on domestic and international shipping companies at Yantian port in Shenzhen, the supplier, cargo company, trucking company and international combined transport company.