The Moderation Effect of Innovation and Commitment on Customer Service of Port Logistics Firms

This study empirically tests a moderation effect of innovation and commitment on customer service of port logistics firms. There are three variables: innovation, commitment and customer service. The population is port logistics firms and the sample frame is the member lists of Korean International Freight Forwarders Association, Korea Shipowners’ Association and Korea Port Logistics Association. A questionnaire is sent to the firms and collected data are tested by Cronbach’s alpha coefficient, factor analysis, correlation analysis and moderated regression analysis. The verification of a precondition in the analysis of moderation effect is important but in prior research, researchers overlooked the condition. As a result, the results of the research received low reliability. In this situation, this study tests the precondition by multiple regression analysis and then it also ascertains a moderation effect between variables. As a result of the analysis, the study finds that port logistics firms need to strengthen innovation and commitment not separately but simultaneously for enhancing response to customers and in consequence, they get a synergy effect of two variables.