제3자 물류서비스 품질이 물류성과에 미치는 영향

Abstract

The logistics service quality is a source of competitive advantage for many firms that are engaged in e-commence. One of those firms is the internet shopping malls. For internet shopping malls, one of the problematic areas is the logistics service that handles the delivery of goods to the customers. Many cases of customer complaints are reported for transportation system, logistics information system, process standardization, etc. One alternative to solve this problem may be using a third party logistics service. This study investigates the impact of using a third party logistics service on the logistics performance of internet shopping malls by applying the SERVQUAL model. The five dimensions of the SERVQUAL model were modified to develop the quality measures for the logistics service. Internet shopping malls are surveyed and the service quality of their logistics providers is measured. The results showed that most factors had significant impacts on the performance.