AHP를 이용한 물류서비스품질 선택요인의 상대적 중요도에 관한 연구: 물류기업과 고객 간의 비교를 중심으로

초록

[Purpose] FTA(Free Trade Agreement) broke down regulation and barrier of transactions and development of information and communication technology made concept of platform broad sense. Increasing number of logistics and expanding logistics industry were followed as a result. Thus, this study aims to measure which factor is important to logistics corporation and customer. [Methodology] This study is based on AHP(Analytic Hierarchy Process) theory and existing researches on logistics service quality. To study main factors and detailed factors of logistics service quality questionnaire survey was conducted to professionals, Analyzing data from the survey using AHP method was followed for measuring relative importance and perception gap. [Findings] This study analyzed key factors of logistics service quality, their relative importance and gap of supplier and customer in logistics service quality evaluation. [Implications] By defining factors of logistics service quality and clarifying their relative importance using paired comparison, this study contributed to decision making in improvement or innovation of logistics service quality. Furthermore, by identifying perception gap, it provides reference to logistics corporation in efficient allocation of resources.

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