한국 통관업체의 기업특성, 시장지향성 및 물류정보시스템의 활용이 서비스품질과 성과에 미치는 영향

Due to excessive competition and small-scale business, Korean customs clearance firms are having difficulties to play a role in international logistics process and its profitability is getting deteriorated. This study verified significant factors influencing on service quality by taking feature, market orientation and logistics information system as independent variables which is differential strategy of Korean customs clearance firms and analyzed the effect of service quality on performance. As a method of research, questionnaire survey was conducted after drawing conceptional and operational definition about the variables presented by research model based on literature study. Reliability and validity of each variable was inspected for the purpose of analysis and performed structural equation model analysis for a causal relationship between variables. The research results of this study are as follows. First, intelligence generation, intelligence dissemination and responsiveness as market orientation and logistics information system have significantly an influence on service quality. Second, it was confirmed the service quality has a significant effect on performance.