초록 열기/닫기 버튼
본 연구는 택배를 이용하는 사용자가 택배 서비스를 제공받은 후, 고객가치에 미치는 영향과 택배 서비스만족도를 분석하였다. 특히, 택배서비스 요인을 택배 안전성, 택배 정확성, 택배 신속성 요인으로 단순화시켰으며, 이의 요인이 고객가치에 미치는 영향과 고객가치가 택배서비스에 미치는 만족도를 연구하는데있다. 이의 연구를 통하여 택배이용도가 증가하는 시점에 택배 서비스 고객가치와 만족도를 검증하는데있다. 본 연구의 결과, 응답자의 표본은 젊은 이용자 즉, 20대와 30대가 많았으며, 학생과 회상원이 대부분 차지하고 있다. 또한 남성과 여성은 비슷하게 택배를 이용하고 있으며, 주로 년간 20-30회 이용 경험이 많은 것으로나타났다. 그리고 실증분석 결과 택배 서비스 요인인 택배안전성, 택배정확성 그리고 택배신속성이 고객가치에긍정적인 영향을 미치는 것으로 나타났으며, 고객가치가 택배서비스 만족도에 영향이 높은 것으로 나타났다. 본 연구에서는 전반적으로 택배서비스를 이용하는 고객들은 고객가치와 만족도가 높은 것으로 나타났다. 이는 기존의 선행연구에 나타난 바와 같이 신속성, 경제성, 정확성, 편리성이 소비자 만족에 영향을 미치는것을 보이고 있으며, 또한 배송서비스 품질인 정확성, 친절성, 신속성, 안정성, 정보제공성, 제도적 보장성이인터넷 쇼핑몰의 성과에 영향을 미치며, 고객 대응 태도, 전문성, 주문정확성, 적시성, 결과적 품질이 관계품질 및 고객 충성도에 영향을 주는 것을 보이고 있다.
Research Purpose: This study analyzed the impact on customer value and satisfaction with courier services after courier users received courier services. In particular, the courier service factors have been simplified into courier safety, courier accuracy, and courier speed, and the purpose of this study is to study the impact of these factors on customer value and the satisfaction of customer value with courier service. Through this study, the customer value and satisfaction of courier services are verified at a time when the use of courier services is increasing. Research Methods: This study established a hypothesis and conducted an empirical analysis to verify the impact of delivery on customer value and satisfaction of customers using delivery services. The analysis target was a sample of citizens living in the Gwangju and Jeonnam areas and using delivery services. The research model is based on existing prior research and examines the determinants of safety, convenience, accuracy, friendliness, and speed, as well as speed, accuracy, stability, low-cost service, convenience, diversity, certainty, economy, responsiveness, and It is based on a research model such as convenience. Results in Research: As a result of this study, the sample of respondents consisted of many young users, that is, those in their 20s and 30s, and most of them were students and recall workers. Additionally, men and women use courier services similarly, with most users using the service 20 to 30 times a year. And as a result of the empirical analysis, it was found that delivery service factors such as delivery safety, delivery accuracy, and delivery speed had a positive effect on customer value, and customer value was found to have a high impact on satisfaction with delivery service. Research Conclusion: The study found that overall, customers who use courier services have high customer value and satisfaction. As shown in existing previous studies, this shows that speed, economy, accuracy, and convenience affect consumer satisfaction, and also that delivery service quality such as accuracy, friendliness, speed, stability, information provision, and institutional guarantee are influenced by the Internet. It affects the performance of shopping malls, and shows that customer response attitude, expertise, order accuracy, timeliness, and resulting quality affect relationship quality and customer loyalty.
키워드열기/닫기 버튼
Delivery, Delivery Service, Delivery Users, Customer Value, Satisfaction, Delivery Safety, Delivery Accuracy, Delivery Speed
