잠재적고객요구개선지수와 기대손실을 고려한 물류서비스 평가모형 개발


The Development of Logistics Service Evaluation Model Considering Potential Customer Demand Improvement Index

장용혁, 조유진, 강경식

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Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it’s the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer’s potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.


1. 서론
2. 이론적 배경
2.1 물류서비스 품질의 개념
2.2 만족도의 품질 속성 분류를 위한 질문서와 가중치
2.3 중요도의 기대손실을 위한품질 특성치의 분류
3. 연구방법
3.1 가중치를 고려한 고객만족 계수 계산
3.2 잠재적 고객요구 개선 지수
3.3 기대손실(ELi) 및 가중서비스평가지수(WSEIi) 산출
3.4 결과분석
4. 결론 및 토의
5. References


  • 장용혁 Yong-Hyuk Chang. 명지대학교 산업경영공학과
  • 조유진 Yu-Jin, Cho. 명지대학교 산업경영공학과
  • 강경식 Kyung-Sik Kang. 명지대학교 산업경영공학과


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