인천 내항 통합사 출범에 따른 만족도 조사 연구

Abstract

Since the start of the terminal operating company(TOC) system in Incheon''s inland port, various measures have been discussed to stabilize the management of the operator following the continuous decrease in volume since 2007. However, as the company experienced difficulties in the current state of operation both internally and externally, it was decided that the integration of the TOC, which had been discussed as a way to improve the management of the Incheon inland port operator. As a result, it was launched in 2018. This study was intended to quantify the qualitative satisfaction level of the service by investigating the post-integration satisfaction level of customers using the Incheon port following the launch of the integrated company. In addition, the purpose of the project is to collect diverse Voice Of Customer(VOC) to discover logistics process improvement factors and improve satisfaction level. The satisfaction survey was divided into three major factors: ''sales service'', ''port operation service'' and ''port authorities service''. The average satisfaction level, or “port authorities service,” was 54.4, the highest in three categories. The results of the ''sales service'' average satisfaction survey showed 51.8 points, and the ''port operation service'' had the lowest average satisfaction score with 50.0. This study is the first integrated the case of a single company in line with the government''s initiative, and it is believed that it can contribute to the development of port logistics with the launch of a successful fully integrated corporation by reflecting the economic effects, productivity comparison analysis, qualitative indicators of satisfaction, and preference when integrating into other ports.