국제물류서비스 품질이 한국무역업체의 물류서비스 만족에 미치는 연구

Abstract

As international trade increases, international logistics service providers are seeking growth by providing quality international logistics services to manufacturing, trading agencies, and trading companies, and gaining trust. In addition, the promotion of competitiveness among international logistics companies is more urgent than ever, and they are trying to improve their competitiveness through the development of comprehensive logistics service quality such as 3PL. However, as international transactions between individuals increase and international logistics and transportation increase, if international logistics services are not thoroughly provided, consumer dissatisfaction is bound to increase. Therefore, recently, a service that satisfies the niceness of various customers beyond simple transportation should be provided, and customers are demanding more speedy, accurate, safe, convenient, and economical quality of international courier service. This study derives the purpose of the study with the following contents. First, the effect of international logistics service quality factors such as accuracy, convenience, economic feasibility, speed, safety and reliability in previous studies on satisfaction is studied. Second, using smart logistics information according to digitalization as an adjustment variable, we want to analyze the satisfaction of international logistics service. Third, the effect of international logistics service satisfaction on the acceptability and reuse intention of trading companies is analyzed. Through this research and analysis, international logistics service factors of trading companies are developed, and the developed factors are provided to international logistics service activities. In addition, for trading companies that use complex and diversified international logistics services, efficient selection criteria for international logistics service factors are presented. And for international logistics companies, it is to develop international logistics service quality factors to achieve a continuous competitive advantage in the international logistics market and to provide differentiated competitive quality compared to competing logistics companies. This study classified international logistics service quality factors into six factors, namely, accuracy, convenience, economic feasibility, speed, safety, and reliability, and analyzed the effect of these factors on satisfaction. Satisfaction was analyzed using smart logistics information as a moderating variable as a determinant of international courier service quality, and the effect of international logistics service satisfaction on international logistics service acceptance and reuse intention was empirically analyzed. The effects of 'accuracy', 'convenience', 'economical', 'quickness', 'safety' and 'reliability', which are factors of international logistics service, on satisfaction with international logistics service all have a significant positive (+) effect. And as a result of adjustment regression analysis using 'smart logistics information' as a moderating variable, the results of adjustment regression analysis with the international logistics service factors 'accuracy' and 'fastness' and smart information adjustment variables showed significant results in satisfaction. On the other hand, on the other hand, as a result of regression analysis of 'convenience', 'economical', 'safety', 'reliability' factors and smart logistics information factors with moderating variables, it did not affect the satisfaction of international logistics service. An empirical analysis of the effect of satisfaction with international logistics services on the acceptance of international logistics services and the reuse of international logistics services through regression analysis is as follows. First, an analysis of the effect of satisfaction with international logistics services on acceptance of international logistics services shows that traders who use international logistics services accept international logistics services because they have high satisfaction with international logistics services. Second, as a result of analyzing the effect of international logistics service satisfaction on reuse intention, it was found that trading companies affect international logistics service reuse intention. Overall, international logistics service factors have a significant effect on satisfaction with international logistics services provided to trading companies, and generally have a significant effect on reuse intention and loyalty according to the satisfaction result. This is because international logistics companies that provide international logistics services are actively engaged in business activities such as service development and service quality provision. However, the recently emerging international logistics service industry is developing along with the 4th industrial revolution. In the case of international logistics, in order to carry out logistics activities such as transportation, storage, unloading, packaging, distribution processing, and management within the supply chain in all fields of industry, continuous organic connection between each logistics entity, that is, digital connectivity, can be achieved. Practically and academically, smart logistics service factors should be developed.