A Study on the Effects of Perceived Logistics Capabilities on Customer Satisfaction, Relationship Commitment, and Customer Loyalty

The purpose of this study is to examine the role of perceived logistics capabilities in creating customer loyalty. The theoretical framework was developed from previous research findings examining the concept of the logistics capabilities, mediators (customer satisfaction & relationship commitment) and customer loyalty. The research model was designed to examine the relationship between logistics capabilities, customer satisfaction, relationship commitment and customer loyalty. The model was analyzed using empirical methods. Questionnaires were distributed to 1,000 manufacturers and retailers including on-line and cable TV home shopping retailers in Korea. The data were collected from 160 companies and 139 of the 160 samples were finally used for statistical analysis. 21 of the 160 samples were inappropriate, thus removed from the test. Statistical techniques used for data analysis were factor analysis, multi (or simple) regression analysis, path analysis, cluster analysis and on-way ANOVA. The results support all hypothesized relationships among determinants (logistics capabilities), mediators (customer satisfaction & relationship commitment) and their consequences (customer loyalty). The results show the decomposition of logistics capabilities into three distinct dimensions as follows: logistics knowledge, logistics implementation and logistics management. This study contends that logistics capabilities have a strong linear relationship to mediators, and the relationship between mediators and customer loyalty is linear as well. The study found that the capability of logistics knowledge is the strongest factor affecting all mediators. Thus, this study suggests that logistics provider must have the capability of logistics knowledge in order to meet shipper's logistics needs effectively. Contributions of this study to marketing include a deepened understanding of the relationship among the logistics capabilities, customer satisfaction, relationship commitment and customer loyalty from the shipper's perspective. This research should help distinguish different logistics capabilities from the shipper's point of views. If the logistics capabilities can be better understood, then managers of logistics companies will have more clarity about how to increase their weak capabilities for customer's logistics needs.Abstract v 제1장 서 론 1 제1절 연구의 배경 및 목적 1 제2절 연구의 방법 및 범위 5 제2장 이론적 고찰 7 제1절 물류서비스의 이해 7 제2절 물류역량의 개념과 구성요인 15 제3절 물류역량과 대(對)고객 관계 26 제3장 연구설계 37 제1절 연구모형 37 제2절 연구가설의 설정 39 제3절 변수의 조작적 정의 45 제4장 실증분석 51 제1절 자료의 수집 및 분석방법 51 제2절 타당성 분석 및 신뢰도 검사 55 제3절 연구가설의 검정 63 제4절 연구가설의 검정결과 요약 및 해석 79 제5장 결 론 84 제1절 연구결과의 요약 및 시사점 84 제2절 연구의 한계 및 향후 연구방향 88 참고 문헌 89 [부록] 설문지 11

(An) Empirical Study on the Relationship of Market Orientation, Mediators and Business Performance in the International Logistics Service Industry

An Empirical Study on the Relationship of Market Orientation, Mediators and Business Performance in the International Logistics Service Industry A positive market orientation-business performance relationship has been reported in the literature. However, many researchers have constantly called for closer examination of the nature of relationship, in particular, how other factors may moderate the relationship. Recent researches have been provided the much needed theoretical framework for the relationship of market orientation and mediators on business performance. Therefore this study is based on this conceptual framework. The purpose of this study is to shed some light on how market orientation, mediators such as employee satisfaction, service quality and commitment, and business performance are related and to offer important managerial implications for managements or marketing practitioners in the international logistics service industry. This study suggest that the employee satisfaction, service quality and commitment are moderating the relationship between market orientation and business performance. Market orientation has a positive effect on employee satisfaction, service quality and commitment as well as business performance. Especially, the results show that commitment has a stronger association with business performance than any other mediators. Thus enhancement of commitment may be a prerequisite of a positive market orientation-business performance linkage. The findings of this study can be summarized as follows: 1) A higher degree of market orientation is found to be correlated with higher employee satisfaction, better service quality and more enhanced commitment. 2) An improved employee satisfaction bring about greater service quality. 3) Superior service quality enhances commitment between service firm and customer. 4) Market orientation affects positive business performance directly. In summary, all hypotheses except H6 were supported. The results of this study provide several important managerial implications. Firstly, market orientation was newly defined. Market orientation is a entire effort and intention of company in order to create higher and continuous business performance through the appropriate and efficient managerial activity, and immediate and accurate response for every market information including customers' and competitors'. Secondly, international logistics service firms should be effort for the enhancement of commitment. Thirdly, a market-oriented service firm maintains its sustainable competitive advantages by continually engaging in market-oriented efforts and making timely modifications that lead to improved business performance. Finally, managements and marketing practitioners should be remember that market-oriented efforts have latent effects such as an improvement of firm's image or positive change in social recognition

A study on the terminal protocol for a small-scale packet switching network

학위논문(석사) - 한국과학기술원 : 전기 및 전자공학과, 1983.2, [ v, 84 p. ]한국과학기술원 : 전기 및 전자공학과