택배 서비스 산업의 고객만족 형성과정에 관한 연구

Abstract

This study described customer satisfaction in courier service industry, the growth industry, and particularly identified how the consistency proposed in the expectation discrepancy theory, the procedural justice, interaction justice, and distributive justice in the justice theory had effects on overall satisfaction. In addition, this study confirmed a mediating role of outcome quality and interaction quality during this course.
 This study set up the hypothesis based on the findings of the existing studies and the theoretical inference in accordance with the purpose of the study, and verified this hypothesis by analyzing the data collected by survey among individual consumers who have actually experienced the courier service and carried out an analysis based on the collected questionnaires. The results of this study are summarized as follows:
 Firstly, outcome quality for service are recognized greater as the expectation-performance consistency was higher. Furthermore, the justice perception on the proposed service turned out to have had positive effects on interaction quality perception. Secondly, the relationship between procedural justice, interaction justice and distributive justice is made up of ‘pre’, ‘mid’, and ‘post’. The procedural justice falls under the pre-justice, the interaction justice falls under the mid-justice and the distributive justice falls under the post-justice. The casual relationship exist among these as well. Thirdly, outcome quality and interaction quality for the service provided have a positive effect on overall satisfaction. Fourthly, the effect of the consistency on overall satisfaction is mediated by the outcome quality, whereas the effect of the justice on overall satisfaction is mediated by the interaction quality.
 In the conclusion, based on such results, the contribution and the limitation of this study and the future study are proposed.