화주기업과 물류기업 간 계약 만족도에 대한 구조적 분석

초록

Purpose - This study examines how logistics service provider (LSP) competitiveness influences shippers’ contract satisfaction under increasing supply chain uncertainty, with a particular focus on the mediating role of shippers’ switching costs. Design/Methodology - Drawing on prior research, LSP competitiveness is conceptualized as service quality, cost competitiveness, and geographic coverage. Survey data were collected from Korean small- and medium-sized exporting firms between May and October 2025 (n = 250). The hypotheses and structural relationships were tested using SPSS Statistics ver. 28.0 and SmartPLS. Findings - Cost competitiveness and geographic coverage have significant positive effects on shippers’ switching costs, whereas service quality does not show a significant effect. Switching costs, in turn, positively and significantly affect contract satisfaction. Regarding direct effects, only cost competitiveness has a significant positive impact on contract satisfaction; the direct effects of service quality and geographic coverage are not significant. Mediation analysis indicates that switching costs significantly mediate the relationships between (1) cost competitiveness and contract satisfaction and (2) geographic coverage and contract satisfaction, but not the relationship between service quality and contract satisfaction. Originality/Value - This study identifies cost competitiveness and geographic coverage as the key dimensions of LSP competitiveness that enhance contract satisfaction through switching costs, offering evidence that switching costs function as a mechanism linking network- and cost-based LSP capabilities to relationship outcomes in uncertain supply chain environments.

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