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조직학습이 물류서비스 품질과 성과에 미치는 영향

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Author(s)
이진봉
Issued Date
2009
Abstract
ABSTRACT

The Effects of Organizational Learning of Logistics Firms on Logistics Service Quality and Performance



Jin-bong, Lee
Advisor : Prof. Kang-ok, Lee, Ph. D.
Department of Business Adminstration
Graduate School of Business Adminstration, Chosun University

Organizational learning is one of the most promising concepts and propulsive areas of research in modern managerial literature. So far, it was proved that higher-level organizational learning contributes to organizational performance. The premise of this paper is to apply the relationship in logistics industry which has developed rapidly in South Korea about two decade ago. Organizational learning has been recognized as an important mediator in the accomplishment of logistics goals to obtain competitive advantage.
Logistics companies realize that their competitive advantages may no longer be determined by focusing solely on improving upon the traditional logistics performance measures such as cost reduction or lead-time cycle reduction. Instead, their competitive advantages will be determined by the level of logistics service quality which they offer to their clients. It follows that organizational learning and logistics service quality may be critical factors in improving organizational performance for logistics companies.
The purpose of this paper is to examine the influence of organizational learning on logistics service quality and organizational performance in logistics companies. Data were collected via several logistics firms, and multiple regression modeling was used to examine the causal hypotheses. The procedure described by Baron and Kenny (1986) was used to test hypotheses.
According to this procedure, the following conditions must be met in each equation respectively: a) the independent variable must affect the mediator, b) the independent variable must affect the dependent variable, c) the mediator must affect the dependent variable, and finally, when entered in to the equation, the mediator must decrease the effect of the independent variable on the dependent variable. If the independent variable becomes non-significant, full mediation is present. However, if the beta coefficient of the independent variable decreases, but remains significant, there is support for partial mediation.
The results of the study are as follows.
Firstly, knowledge sharing and learning flow, component variables of organizational learning, positively affect customer satisfaction, but shared vision has no significant effect on customer satisfaction. Besides, productivity has a positive influence on shared vision and knowledge sharing and no significant effect on learning flow.
Secondly, knowledge sharing and learning flow positively affect reliability which one of component variables of logistics service quality, but shared vision has no significant effect on reliability. In the similar way, knowledge sharing and learning flow positively influence timeness, but shared vision has no significant effect on timeness.
Thirdly, reliability has an influence on both customer satisfaction and productivity, component variables of logistics service quality, but timeness has no influence on both customer satisfaction and productivity.
Fourthly, reliability partial mediates the relationship both between shared vision and customer satisfaction and between learning flow and customer satisfaction, and reliability has no mediator effect on knowledge sharing. On the other hand, reliability fully mediates the relationship between learning flow and productivity, but reliability has no mediator effect on both relations between shared vision and productivity and between knowledge sharing and productivity.
Fifthly, timeness partial mediates the relationship both between shared vision and organizational performance and between knowledge sharing and organizational performance, but timeness fully mediates the relationship between learning flow and organizational performance.
In conclusion, the findings suggest that organizational learning can have a positive effect on logistics service quality and performance in logistics companies, and logistics companies should actually encourage and promote organizational learning. This can be achieved by firstly showing commitment to learning from the top and facilitating intra-organizational knowledge sharing.
Alternative Title
The Effects of Organizational Learning of Logistics Firms on Logistics Service Quality and Performance
Alternative Author(s)
Jin Bong Lee
Affiliation
경영대학
Department
경영대학원 경영학석사학위과정
Advisor
이강옥
Awarded Date
2010. 2
Table Of Contents
목 차

ABSTRACT
표 목 차
그림목차

제 1 장 서 론··························································································1

제 1 절 연구의 배경 및 목적·········································································1
제 2 절 연구의 방법 및 범위·········································································2
제 3 절 논문의 구성························································································3

제 2 장 이론적 배경················································································4

제 1 절 조직학습······························································································4
1. 조직학습의 개념···················································································4
2. 조직학습의 수준과 유형······································································4
3. 조직학습의 모형··················································································11
4. 조직학습의 지향성··············································································15
1) 학습몰입····························································································15
2) 비전공유····························································································18
3) 지식공유····························································································19
제 2 절 물류서비스 품질················································································23
1. 물류서비스 품질의 정의····································································23
2. 물류서비스 품질의 측정요소·····························································24
1) 신뢰성································································································26
2) 적시성·······························································································27
제 3 절 조직성과·····························································································27
1. 고객만족······························································································29
2. 생산성향······························································································34
제 4 절 선행연구고찰······················································································35

제 3 장 연구방법·····················································································45

제 1 절 연구 모형 및 관계 가설 설정··························································45
1. 연구모형································································································45
2. 가설의 설정··························································································46
제 2 절 변수의 조작적 정의와 측정 방법····················································49
1. 독립변수································································································49
2. 종속변수································································································51
제 3 절 자료수집 및 분석방법·······································································52
1. 조사대상 및 조사기간·········································································52
2. 설문지의 구성······················································································53
3. 자료분석 방법······················································································54

제 4 장 실증분석 및 가설검증································································55

제 1 절 실증분석·····························································································55
1. 표본의 특성··························································································55
2. 신뢰성 및 타당성 분석·······································································57
제 2 절 가설의 검증·······················································································62
1. 조직학습과 조직성과에 관한 가설검증·············································62
2. 물류기업의 조직학습과 물류서비스 품질과의 관계·························63
3. 물류서비스 품질과 조직성과와의 관계·············································65
4. 물류기업의 조직학습과 매개변인(물류서비스 품질)과 조직성과
와의 관계······························································································66

제 5 장 결 론·························································································73
제 1 절 연구결과의 요약 및 시사점····························································73
제 2 절 연구의 한계점과 앞으로의 연구방안·············································75

참고문헌 ································································································77
부록 ·······················································································82





















표 목 차

조직학습의 수준········································································5
조직학습의 유형········································································8
지식공유의 개념·······································································21
Lalonde and Zinszer 5가지 정의들···········································24
물류서비스 품질 구성요소와 내용············································25
물류서비스 품질 측정요소························································26
물류성과측정의 유형분류·························································30
물류서비스 품질 선행연구························································32
조직학습 선행연구···································································38
물류서비스 관련 선행연구························································43
물류서비스 품질에 관한 선행연구············································44
연구가설 Ⅰ·············································································46
연구가설 Ⅱ·············································································47
연구가설 Ⅲ·············································································48
연구가설 Ⅳ·············································································48
각 변수별 측정항목과 요소······················································49
구성개념의 조작적정의·····························································52
설문지의 구성··········································································54
표본의 특성·············································································56
변수들의 신뢰성 분석결과························································57
조직학습에 대한 항목별 요인분석············································59
물류서비스 품질과 조직성과에 대한 항목별 요인분석··············60
전체요인에 대한 상관관계 분석결과·········································61
조직학습이 고객만족에 미치는 영향에 관한 검증·····················62
조직학습이 생산성에 미치는 영향에 관한 검증························63
조직학습이 신뢰성에 미치는 영향에 관한 검증························64

조직학습이 적시성에 미치는 영향에 관한 검증··························65
서비스 품질이 고객만족에 미치는 영향에 관한 검증·················65
서비스 품질이 생산성에 미치는 영향에 관한 검증·····················66
매개변수의 조건········································································67
물류기업의 조직학습과 고객만족과의 관계에 있어서 신뢰성에 매개역할····················································································69
물류기업의 조직학습과 고객만족과의 관계에 있어서 적시성에
매개역할·················································································70
물류기업의 조직학습과 생산성과의 관계에 있어서 신뢰성에
매개역할·················································································71
물류기업의 조직학습과 생산성과의 관계에 있어서 적시성에
매개역할·················································································72















그 림 목 차

지식획득기준에 의한 조직학습 유형·······································10
March와 Olsen의 조직학습의 모형·········································11
Shaw와 Perkins 조직학습의 모형···········································12
Damiel kim 조직학습의 모형··················································13
본 연구의 연구모형································································45
Degree
Master
Publisher
조선대학교
Citation
이진봉. (2009). 조직학습이 물류서비스 품질과 성과에 미치는 영향
Type
Dissertation
URI
https://oak.chosun.ac.kr/handle/2020.oak/1551
http://chosun.dcollection.net/common/orgView/200000239545
Appears in Collections:
Business > Theses(Master)(경영대학원)
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