중국 택배서비스품질이 고객만족의 택배 및 고객유형 조절효과에 대한 연구

The central axis of the world has been rapidly moving from the U.S. and Europe to Asia. The rise of China has affected organizations throughout the world. China delivery market is still by far one of the world's largest market and is growing rapidly. It is the big issue that how delivery leading companies survive in the china market. While the existing literature was studied on delivery service quality and customer satisfaction, a study on the Korean and China delivery industry is increased. Nevertheless, those studies didn't reflect nature of the china delivery industry(state-run, private) and customers(B2C, B2B). Therefore the purpose of this study is identified the determining factor of the delivery service quality and what effect they have on the customer satisfaction and loyalty. Further, the study try to examine moderating effects and difference analyze on type of delivery and type of customer using the EXCEL, PASW Statistics 18.0, AMOS 18.0 version. The results of the academic implementation are follows. First, the overall model indicated fit indices. The adequacy of the structural equation model was evaluated on the criteria of overall fit with the data. That is, China Delivery Service Quality factor such as tangibility, reliability, assurance, response and empathy is statistically positive with Customer Satisfaction except assurance factor and empathy factor. And Customer Satisfaction factor is statistically positive with Customer Loyalty. Second, type of delivery was no differences according to the moderating effect but type of customer was differences according to the moderating effect. Third, type of customer have overall differences, but type of delivery have a little differences. Looking at the type of delivery, state-run satisfaction was relatively higher than private satisfaction. But factor's ranking was similar; score of tangible is the highest and score of response is the lowest. In the type of customer, individual satisfaction was relatively higher than business satisfaction. Whereas factor's ranking was a little different; score of tangible is the highest than business customer and score of response is the lowest. But the empathy a little different ranking between individual and business customer. This paper has made three main empirical implementations based on results of empirical analysis. First, we need to consider private delivery company and sunfeng delivery company. Because they have other operation(franchise and direct management) about delivery network. Second, we need to consider assurance and empathy factors. After we should analyze at whether or not as a sufficient condition, it would be meaningful that. Third, we provide customer special events. Because general results, customers are mostly man and office workers or owner-operators. So delivery company need to consider of providing special events or customer management to loyal and segment customers. Despite these studies, we can present some limitations, though, in the future, if researchers need to study complementary, it would be meaningful that. First, it is the limits of data. This study collected data on china market, but we did not collect data for limitation of local limit. So there were lack of data relatively. If you study constantly, we would be given more influential research results. Second, there are difficulties in the data collection for business customer. We had collected official data, but we can't consider view of business customer(company). There are many different ways to figure out this study. From academic implementations and practical implementations, this study reveals that the firm need to investigate the improvement of customer satisfaction. Discussion of theoretical and managerial implications of the results were described along with future delivery industry.