AHP를 이용한 신발산업의 물류 고객서비스 요인에 관한 연구

Customer service is an extremely important aspect of business logistics. The concept of logistics customer service often means different things to different industries and even to different companies within the same industry. And also the importance of customer service factors are variant following the stage of logistics composed of physical supply(PS) and physical distribution(PD) stage. Therefore, before logistics is served, it must be considered that what kind of customer service factors are more important at that stage of logistics. This paper studied the importance of logistics customer service factors in footwear industry. In the whole footwear industry and PD stage, "reliability" was taken into account as the most important factor. But in PS stage, "availability of product" was taken into account as the most important factor. There happened similar results in the analysis of specific elements of logistics customer service factors. In the whole footwear industry and PD stage, important elements of logistics customer service factors were mostly related to "reliability" of logistics customer service, but in PS stage, to "availability of product".