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A Study of the Relation between Functional and Technical Services and Customer's Satisfaction and Loyalty in Korea Feeding Industry

  • Journal of The Korea Society of Computer and Information
  • Abbr : JKSCI
  • 2007, 12(2), pp.265-280
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science

Daesung Chang 1 차상협 2 신충섭 1

1경기대학교
2한국냉장㈜

Accredited

ABSTRACT

The purpose of this study is to present SCM as an innovative alternative to domestic feed industry, which seems in urgent need of introducing SCM to get competitive advantages. To fulfill the purpose this study tried to find whether the supply services of Korean feed industry are high contact service or low contact service. The results of this study are summarized as follows. It appeared that the functional quality supply service quality influenced positively not only on customer satisfaction but also on customer loyalty. That is, it is necessary to improve the functional service quality of supply practices in order to increase customer satisfaction and loyalty. But this study showed that the customer satisfaction did not influence the customer loyalty. And technical quality supply service had a positive effect on customer loyalty but it didn't influence customer satisfaction bur customer loyalty. As the results of this study it is identified that the services of supply practices of the Korean feed industry are tend to be high contact services rather than low contact services. Thus, the Korean feeding firms have to plan the supply strategy for converting the supply service from low contact services to high contact services gradually to get competitive advantages.

Citation status

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