IPA를 이용한 부산항 서비스 질(Service Quality) 평가

Abstract

This study consists in things above; branching out the research on the port satisfaction into forwarding company, which has been focused on shippers and shipowners, analyzing importances and satisfactions of the service quality that forwarding company perceives according to peculiarity of forwarding company, and deriving substantive improvement priority from using IPA technique to compare. IPA analysis results indicate the priority of improvement; as improving the service quality in the order listed above, interpersonal attitudes, link quality, communication skills, efficient shipment processing, internal quality, and physical environment quality would effectively improve the satisfaction levels of users. As this kind of analysis gives information in detail to the port as an approach that which service improvements need to be focused on for the forwarding company’s satisfaction, it will be usefully used to improve Busan port service.