Earticle

Since its entry into the WTO in 2001 and its opening-up of the parcel service market in 2005, China has continued to make changes in its parcel service industry and seen the industry explosively growing thanks to the increase in the number of the Internet users and its huge population. In this regard, this study took notice of the development process of China's parcel service industry, analyzed its characteristics, and tried to accurately examine its current status. The study classified the development process of the Chinese parcel service industry into four stages as follows: The first is the introduction stage, where Chinese postal EMS and foreign capital-based parcel service companies were created from 1979 to 1992. The second is the opening-up stage where Chinese private parcel service companies were born from 1993 to 2005. The third is the growing-up stage where various laws and numerous parcel service companies were formed from 2005 to 2015. The fourth is the development stage, where the parcel service real name system drastically improved the service from 2015 to the present. The current study found that Chinese parcel service industry was characterized by the coexistence of three corporate types related to foreign capital, the 4-type classification of the 4 largest business, and the development of the coastal regions from 1979 to 2005. However, the study found that the industry was characterized by the predominance of private companies, the 3-type classification of business, and the development of the 3 largest regions, with the enactment of various laws and regulations for about 10 years since 2005. In this respect, it is thought that Korea should seek more realistic strategies for entering the Chinese market and also take into account the predominance of private companies, the 3-type classification of business, the development of the 3 largest regions, etc.

The proposed conceptual framework is based in the relationships among knowledge of personal information security, trust on the personal information security policies of parcel delivery service companies, privacy concern, trust in and risk of parcel delivery services, and user satisfaction with parcel delivery services. Drawing upon both cognitive theory of emotion and cognitive emotion theory that complement each other, we propose a research model and examine the relationships between cognitive and emotional factors and the usage of parcel delivery services. The proposed model is validated using data from customers who have previously used parcel delivery services. The results show a significant relationship between the cognitive and affective factors and the usage of parcel delivery services. This study enhances our understanding of parcel delivery services based on the consumers’ psychological processes and presents useful implications on the importance of privacy and security in these services.

본 온라인으로 구매한 물품을 택배 시스템으로 수령하는 경우에는 택배물품의 도난은 물론 강력 범죄로부터의 불안 이 상존하고 있다. 기존에 설치되고 있는 Kiosk방식의 무인 택배함은 초기 설치의 과다투자와 운용상 관리 비용 그리고 일부 보안 측면에서 문제성을 내포하고 있다. 본 논문에서는 이러한 Kiosk방식의 전용장비를 대체하는 방안으로 개인이 소지한 스마트폰을 이용하고 최대 64개의 택배함을 동시에 제어하고 모니터링 할 수 있는 무인 스마트 택배함의 시스템 개발에 대하여 기술한다. 또한 무선통신에서 취약한 보안을 강화하기 위한 새로운 알고리즘을 제안한다. 아울러 설치자의 중앙 서버를 이용하여 택배물 관리 비용의 최소화하는 ICT 융복합 기술방안을 제시함으로써 비용절감 효과를 기대할 수 있다.

The commonly used delivery system for online merchandise has potential problems, not only missing but also criminal case. Also, the contemporary Kiosk type approach for delivery system has some problems in an initial installation cost, expense of management system and especially security weaknesses in the wireless communication. To resolve these issues, this paper is proposing a securely unmaned smart locker system that can handle up to 64 parcels. This is easily controlled and monitored by a smartphone. In addition to the system, an algorithm is proposed to make the security of wireless communications better. Finally, a method is proposed to minimize the cost of delivery by using centralized server.

본 연구에서는 무인택배함의 최적입지를 선정하기 위한 입지조건 정의, 설치개수 결정, 최적입지 선정의 과정을 순차적으로 결합한 방법론을 개발한다. 우선 입지조건으로는 블록화, 접근성, 지역 중심공공시설이 제시되며, 선정된 입지에 대해 set-covering모형과 p-median 모형을 적용하여 설치개수와 최적입지를 각각 결정한다. 이러한 과정을 실제 사례에 적용해 봄으로써 모형의 타당성과 실효성을 검증해 본다. 일반주택과 다세대주택으로만 구성된 안산의 한 지역을 대상으로 분석한 결과, 필요한 무인택배함은 2개로 결정되었으며, 5개 후보지 중 가장 적절한 2개 장소가 최적입지로 제시되었다. 이러한 방법론은 무인택배함 설치시 최적의 결정을 내리기 위한 가이드라인을 제공하며, 택배 관련 강력범죄 예방 및 택배이용 활성화를 통한 경제적 파급효과를 기대해 볼 수 있다.

This paper presents a sequentially combined method of determining location conditions, the number of unmanned parcel service box and their optimal locations. First of all, block, accessibility and main public facilities are considered as location conditions and then set-covering model and p-median model are adopted for deciding the number of unmanned parcel service box and optimal locations, respectively. A case study for a region composed of small housings and multiplex housings in Ansan is conducted to prove the validation and application of the proposed method. The result indicates that 2 unmanned parcel service boxes are necessary in specific public places. The research contributes to resonable choice of unmanned parcel service boxes, crime reduction relevant to delivery man impersonation and economic benefit due to parcel service industry growth.

국내택배는 전자상거래 활성화에 힘입어 매년 높은 성장률을 보이는 반면, 택배단가는 계속 떨어지고 있다. 낮은 택배단가로 택배사에 수익성 악화는 물론 소비자에게는 서비스 저하, 종사자에게는 과로 및 사고 등을 초래하여 택배요 금 정상화를 위한 개선이 필요하다. 이 연구에서는 합리적인 요금체계 모델과 요금을 계산하는 시스템적인 접근방법을 제시하였다. 연구 방법은 화물의 부피와 무게로 부피중량(Voulumatirc Weight) 및 운임톤(Revenue Ton)을 반영하여 청구중량(Chargeable Weight)를 계산하고 택배원가을 토대로 새로운 택배요금 모델을 제시하였다. 또한 현장에서도 쉽고 편하고 합리적으로 요금을 결정할 수 있는 요금결정지원시스템을 개발하였다. 실증에서는 실제 거래되는 택배를 샘플링하여 요금차이를 검토한 결과, 부피보다는 중량에 의존하여 요금이 결정되고 있었으며 개인택배의 경우 63.5%, B2C택배의 경우 40%가 부적합으로 확인되었다. 택배현장에서 나타나는 부작용과 문제점을 해소하기 위한 대안으로 택배가격 개선방안 연구가 절실함에 이 연구가 활용될 수 있을 것이다.

In Korea, the parcel delivery service is showing a high growth rate every year thanks to the activation of e-commerce, but the courier unit price continues to drop. Due to the low cost of parcel delivery, there is a need for improvement to normalize courier rates due to deterioration in profitability for couriers, deterioration in service for consumers, and overwork and accidents for workers. In this study, a rational rate system model and a systematic approach were presented. The study method modeled the chargeable weight by reflecting the voulumatirc weight and revenue ton by the volume and weight of the cargo, and presented a new parcel freight charge model based on the cost of delivery. In addition, a rate-determining support system was developed that can be easily, conveniently and reasonably determined on-site. In the demonstration, the rate difference was determined by relying on weight rather than volume, and 63.5% for personal courier and 40% for B2C courier were found to be inadequate. This study could be used as an alternative to solving side effects and problems at the delivery site, in the urgent need for research on ways to improve delivery prices.

기존의 공용 무인 택배함에서는 비어있는 보관함이 없다면 사용 할 수 없고 기존의 개인 무인 택배함에서는 자물쇠 기반의 택배함이라서 보안에 상당히 취약하였다. 이러한 단점을 예방하기 위해서 제안된 무인 택배함은 스마트폰 상에서 택배함을 작동시키는 메뉴 기반의 원격 제어 어플리케이션이고 비휘발성 메모리에 저장된 비밀번호를 이용하여 잠금 해제와 비밀번호 변경을 할 수 있다. 본 논문에서 제안된 개인 무인 택배함은 빈 보관함을 판단할 필요가 없고, 비밀번호 오류 누적 기능과 단문 메시지로 택배함 동작 결과를 자동 발송함으로써 보안강화 측면에서 기존 방식보다 더 좋은 장점 가진다.

In existing public parcel locker, if there is not an empty storage box, it is not used. In existing private parcel locker, because it is a lock-based locker, there is strong weak point in security. To prevent these drawbacks, the proposed private parcel locker has a menu-driven remote control application which is operated on smartphone. The lock release and the security number change by the security number which is stored in the Electrically erasable read-only memory, are possible. As a result, the proposed method has better advantages than the existing methods in terms of unnecessariness of empty storage box check and security by the security number accumulation function and the automatic SMS transmission representing parcel locker operation result.

본 연구의 목적은 택배서비스기업의 브랜드 이미지가 고객만족에 영향을 미치는지 여부와 고객만족이 브랜드 충성도에 영향을 미치는지를 분석하는데 있다. 우선, 브랜드이미지를 기능적 이미지, 경험적 이미지, 상징적 이미지로 구분하였고, 이 세가지 요소가 고객만족에 영향을 미치는지를 분석하였다. 연구결과, 기능적 이미지, 경험적 이미지, 상징적 이미지가 고객만족에 긍정적인 영향을 미치는 것으로 나타났다. 이는 치열한 가격경쟁을 벌이고 있는 택배서비스기업에게 브랜드이미지 구축이 중요한 경쟁수단이 될 수 있음을 보여주고 있다. 특히 경험적 이미지와 상징적 이미지가 고객만족에 큰 영향을 미치는 것으로 나타났다. 이는 서비스산업의 특성을 반영하는 것으로, 단순히 기능적 측면에 초점을 맞추고 있는 택배기업들에게 시사하는 바가 크다. 마지막으로 고객만족이 브랜드충성도에 미치는 영향을 분석하였다. 분석결과, 고객만족이 브랜드충성도에 긍정적인 영향을 미치는 것으로 나타났다.

The purpose of the present paper is to examine how a brand image of parcel service company takes an effect on customer satisfaction and whether the customer satisfaction affects the brand image. I first classify the brand image into functional, experimental and symbolic images then analyze how those images make an influence on the customer satisfaction. The result on this study suggest that all those images have a favorable influence on customer satisfaction. It means that those three images can be a strong competitive measure for the parcel service company carrying out a fierce competition. Moreover, both a experimental images and a symbolic image have a positive effect on the customer satisfaction. It provides clear implications for the parcel service company which has just focused on functional aspects. Finally, the result shows that customer satisfaction positively affect brand loyalty.

본 연구는 최근 화두가 되고 있는 택배 배송사원의 직무만족 및 고객만족 향상에 관한 연구이다. 또한 기 술도입과 복리후생은 택배 산업 뿐만 아니라 다양한 산업에 종사하고 있는 종업원들의 직무만족과도 깊은 관 련이 있다. 이에 본 연구는 택배 배송사원의 직무만족을 측정하고 측정된 직무만족이 고객만족에 미치는 영 향을 알아보았으며, 기술도입과 복리후생이 각기 직무만족에 어떠한 영향을 미치는지 살펴보았다. 택배 배송사원의 직무만족 측정을 위해 수도권 내 물류센터를 방문하여 설문조사를 실시하였다. 직무만족 측정도구의 개발은 국ㆍ내외 선행연구를 종합한 후 직무만족 측정에 사용될 수 있는 ‘작업환경’, ‘고객관계’, ‘임금보상’, ‘직무안정’ 4가지 요인으로 구성하여 측정지표로 사용하였으며, 복리후생, 기술도입, 고객만족에 관 한 측정지표는 선행연구 및 FGI 등을 통해 구성한 후 측정을 실시하였다. 본 연구는 비용 절감 및 Leadtime 단축에만 집중하고 있는 택배社들이 배송사원의 직무만족 향상과 관련 한 투자를 늘릴 수 있도록 시사점을 제안하여 큰 의미가 있다. 또한 배송사원의 직무만족 선행요인을 파악함 으로써 코로나시대의 배송사원 작업환경을 향상 시킬 수 있는 토대를 마련할 수 있을 것이라는데 의미를 부 여한다. 연구 결과를 요약하면 다음과 같다. 첫째 기술도입은 직무만족에 유의한 부(-)의 영향을 미치는 것으 로 나타났다. 둘째 복리후생은 직무만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째 고객만족은 직무만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 연구 결과를 바탕으로 시사점 및 연구의 한계점, 향후 연구방향 등을 제안하였다.

This study was conducted to analyze job satisfaction and customer satisfaction of parcel delivery workers, which has become a hot topic recently. In addition, technology acquisition and employee welfare are deeply related to job satisfaction of employees in various industries including the delivery services industry. In response, this study surveyed job satisfaction of parcel delivery workers, examined the correlation between it and customer satisfaction, and also observed how introduction of new technology and employee welfare each affect their job satisfaction. A survey on couriers’ job satisfaction was conducted at a logistics center in the Seoul metropolitan area. The job satisfaction measurement tool consisted of four factors – 'work environment', 'customer relationship', 'wages and compensation', and 'work stability'. Three other indexes – ‘employee welfare’, ‘technology at workplace’, and ‘customer satisfaction’ – were factored in our tool after studying various previous domestic and international research and FGI. This study highlights the importance of job satisfaction of delivery workers. In an industry where companies’ main focus is reducing cost and lead time, this study suggests companies invest more in improving employees’ job satisfaction. In summary, the results are as follows: first, introduction of new technology appeared to have a significant negative impact on employees’ job satisfaction. Second, improving employee welfare seemed to have a significant positive effect on employees’ job satisfaction. Third, increase in customer satisfaction level led to positive effect on employees’ job satisfaction. Based on the results of the study, implications and limitations of the research and future research directions, etc. were proposed.

Today, the size of a parcel delivery service market, which is a part of logistics, at home and abroad has been extended rapidly and its growth rate is expected to increase hereafter. At this point, when service is applied strategically in a parcel delivery service, we need to understand the feature of logistics service quality by view of customer differentiation. In this study, we try to constitute a model of the feature of logistics service, which is combined five features of service quality (Responsiveness, Empathy, Reliability, Accuracy and Tangibility) based on measuring model of SERVQUAL with logistics service, and to know the feature of logistics service from parcel delivery service by jobs with statistical tool.

Agricultural products packaged for transportation are put in the various dangerous environments owing to the damage factors like vibration, shock, compression, climate etc. under the distribution process. On fruits packaging for transportation, especially, the shock and vibration is considered as the most important damage factors. A major cause of shock damage to fruits is drops during manual handling. Especially, the damages of fruits during the parcel delivery service are very serious. The parcel delivery services of fruits are increasing and contribute to increasing of farm house earning. Also, the freight vehicle is mostly used to transport the fruits. Shock and impact generated by the freight vehicle may give serious damage to fruits. The optimum packaging design of parcel delivery service of fruits during transportation is required to reduce the fruits damages. In order to design the packaging system for parcel delivery service of fruits considering the transportation environment, the comprehension of characteristics for vibration and shock generated by manual handling and acting on transportation vehicles under various road conditions and loading methods is required. This research was performed to analyze the shock characteristics, acceleration level and power spectral density (PSD) during the parcel delivery service of fruits. The overall level of recommended PSD profile in a specific transportation of parcel delivery service for fruits was 0.63 Grms.

Fruit and vegetables are subjected to complex dynamic stresses in the transportation environment. During a long journey from the production area to customers using parcel delivery service, there is always some degree of vibration present. Vibration inputs are transmitted from the vehicle through the packaging to the fruit. Inside, these cause sustained bouncing of fruits against each other and container wall. These steady state vibration input may cause serous fruit injury, and this damage is particularly severe whenever the fruit inside the package is free to bounce, and is vibrated at its resonance frequency. The determination of the resonance frequencies of the fruit and vegetables may help the packaging designer to determine the proper packaging system providing adequate protection for the fruit, and to understand the complex interaction between the components of fruit when they relate to expected transportation vibration inputs. Instrumentation and technologies are described for determining the vibration response characteristics of the fruits with frequency range 3 to 150 Hz. The resonance frequency of the pear ranged from 53 to 102 Hz and the amplitude at resonance was between 1.08 and 2.48 G. The resonance frequency and amplitude at resonance decreased with the increase of the sample mass, and they were slightly affected by mechanical properties such as bioyield deformation and rupture deformation. Regression analysis was performed among the relatively high correlated parameters from the results of correlation coefficient analysis.

Shock and vibration inputs are transmitted from the transporting vehicle through the packaging to the fruit during the parcel delivery service. The vibration causes sustained bouncing of fruits against each other and the container wall. The steady state vibration input may cause serous fruit injury, and the damage is particularly severe if the fruits are bounced at its resonance frequency. The determination of the resonance frequencies of the fruits and vegetables may help the packaging designer to determine the proper packaging system providing adequate protection for the fruits, and to understand the complex interaction between the components of the fruits when they relate to expected transportation vibration inputs. To analyze the vibration properties of the apples for optimum packaging design during transportation for parcel delivery service, random vibration tests were carried out. In the random vibration test, the resonance frequency and PSD of the apples in packaging system for parcel delivery service in the test were in the range of 13 to 99 Hz and 0.0143~0.0923 G2/Hz.

Due to the rapid increase in cyber shopping mall of agricultural products, the parcel delivery service industry also increased, making it necessary to design an optimum packaging for agricultural products. And Due to the recent increase in strawberry consumption, there is also a need for a packaging system for parcel delivery service. In order to establish the criteria for optimum cushioning packaging design of strawberries, the bioyield strength of strawberries by storage time was measured through the ASABE test standards, and the peak acceleration in the resonance frequency and resonance frequency bands of strawberries was measured through the vibration test regulated in the ASTM test specifications. Tray cup pad and corrugated fiberboard box of delivery strawberries were designed using FEM theoretical analysis of contact stress and resonant frequency. In addition, an optimum packaging system was developed with a cushioning and vibration design considering the impact characteristics when distributing agricultural products. Through the performance evaluation and on-site evaluation of the optimum packaging system of strawberries for parcel delivery service, the random PSD test results of the delivery showed a 74% reduction in the acceleration level, and the actual distribution test of the delivery showed that the damage rate of strawberries was not more than 6.7%, indicating that it was possible to use the optimum packaging of strawberries for delivery.

The volume of parcel delivery is steadily increasing with the rapid growth of the global online e-commerce market. However, a large amount of packaging materials used for these parcel delivery is finally causing environmental problems as waste. In this study, we have taken a pilot test on the returnable parcel delivery packaging & service, which is one of various ways to reduce the generation of the distribution packaging waste raised by e-commerce-based parcel delivery. For the purpose of this project, we made 300 boxes of returnable & foldable delivery packaging(415 mm × 280 mm × 160 mm) and have cooperated with e-commerce company(CJ ENM) & logistics company(LogisAll). Consequently, about 50% of the delivered packages was returned because of the lack of consumer’s understanding on the returnable packaging system. We finally have suggested the policy strategy to get over problems derived from the experiment, like the retrieval rate and cost of the returnable packaging, economic efficiency and so on.

택배 업계의 서비스 품질 향상과 고객 만족에 영향을 미치는 요인들을 다양한 차원에서 분석한 연구가 많이 이루어져 왔다. 이러한 연구의 대부분은 한정된 응답자를 대상으로 설문조사나 인터뷰 등의 질적 방법이 사용 되어 자료의 형식과 내용, 응답자의 범위가 제한적이라는 한계가 있다. 이에 본 연구에서는 장기간에 축적된 불특 정 다수의 소비자 상담 사례와 업계 종사자의 불만이 반영된 기사문을 대상으로 삼아 택배 서비스에서 소비자와 공급자가 지적하는 불만에 관한 주요 토픽을 탐색하고 분석하여 선행 연구의 미비점을 보완하고자 하였다. 또한, 이러한 토픽이 시점에 따라 어떻게 변화하는지 흐름을 분석함으로써 최근에 제기된 새로운 토픽을 발굴하고 시사 점을 제시하고자 하였다. 이 결과 지연/분실/오배송 토픽과 택배 산업 경쟁 심화 토픽이 중심을 이루는 것으로 나타났다. 토픽 트렌드 분석 결과 최근 국제 택배 상담 내용이 다소 늘었고, 아파트 택배 배송과 관련된 갈등이 많이 다루어져 이를 정부 정책에 반영하거나 연구 주제로 다루어 볼 수 있을 것이다. 연구 결과 나타난 토픽은 선행 연구에서 다루어진 내용이 주를 이루지만 내밀한 상담사례와 학술 문헌 등 다른 자료와 분석 방법을 추가하면 더 새롭고 가치있는 토픽을 도출할 수 있을 것이라고 기대한다.

Many studies have been conducted to analyze factors that affect customer satisfaction, and service quality improvement in the parcel delivery industry. Most of these studies have a limited number of respondents using methods such as surveys and interviews. Therefore, this study aims to supplement the shortcomings of previous studies, by searching and analyzing the common major topics related to the complaints pointed out by consumers and suppliers in the parcel delivery service with cases of consumer counseling, and articles that reflect the complaints of workers in the industry. In addition, by analyzing the trend of these topics, we attempted to discover new topics and suggest implications. In conclusion, topics such as delay/lost/wrong deliveries as well as the fierce competition in the parcel delivery industry, turned out to be central aspects. As a result of the topic trend analysis, talks with international couriers have recently increased, and many conflicts related to apartment parcel delivery have been dealt with. The topics presented in this study are mainly focused on the contents of previous studies, but we expect that new and valuable topics can be derived by adding other data and analysis methods, such as internal counseling and academic literature.

As merger cases are increasing recently, the competition authorities’ review tends to be strengthened. Generally merger enforcement process is under the competition authority’s exclusive control. For example, under the EU merger enforcement regime, it is not frequent for the court to revoke the Commission’s decision on merger. In 2019, the Court of Justice sustained the general court’s decision which revoked Commission’s decision in UPS/TNT Express case on the ground that Commission did not inform its revised final econo-metric model to plaintiff and it constitutes the severe infringement of the rights of defense in terms of procedural fairness. This ruling stressed the fairness value in the process of merger. According to the Court’s ruling, the merger enforcement process is not different from the general administrative process in terms of the rights of defense and fairness standard. Specifically, the econometric model is pivotal in explaining the mechanism of anticompetiveness. Therefore, EU Commission should notify the interested parties of the econometric models and guarantee the opportunity to defend themselves. This legal principle could be applied in other procedural flaws. This ruling is influential in merger review process. However, it took 6 years to revoke Commission’s decision. As a result, this ruling did not contribute to the substantial protection of plaintiff’s right. This delay of judicial review is also problematic in Korean merger review process. Under the current system, the way to expedite the judicial process and raise the professional specialty of courts is required to solve this delay. In the long term, the introduction of competition court system will contribute to the specialized and expedited judicial review process on merger.

본 연구는 편의점 택배서비스의 서비스 품질과 프라이버시 위험이 고객 만족도 및 지속적 이용의도에 미치는 영향을 실증적으로 분석하고, 비대면 성향의 조절효과를 검증하였다. 편의점 택배서비스를 위한 연구모형의 가설 검증을 위해 부분최소자승법에 의한 경로모형 분석을 실시하였다. 연구결과로는 첫째, 편의점 택배서비스의 서비스 품질 중 서비스 가격, 신뢰성, 편의성은 고객 만족에 유의한 영향을 미치는 것으로 나타났다. 반면, 대응성은 고객 만족에 유의한 영향을 미치지 못하는 것으로 나타났다. 둘째, 프라이버시 위험은 고객 만족과 지속적 이용의도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 고객 만족은 지속적 이용의도에 유의한 영향을 미치는 것으로 나타났다. 넷째, 비대면 성향은 대응성과 만족 간의 관계를 조절하는 것으로 나타났다. 본 연구의 결과는 후속 연구와 실무적 서비스 전략 수립에 유용한 통찰을 제공할 것으로 기대된다.

The purpose of this study was to analyze the effect of service quality and privacy risk on customer satisfaction and continuous use intention for convenience store parcel delivery service, and verify the moderating effect of contactless tendency. This study employed PLS-path modeling to test the research hypotheses. The results of the study were as follows: 1) service quality factors of convenience store parcel delivery (i.e., service price, reliability, and convenience) had significant effects on customer satisfaction. However, responsiveness had no significant effect on customer satisfaction; 2) privacy risk had a significant effect on both customer satisfaction and continuous use intention; 3) customer satisfaction had a significant effect on continuous use intention; and 4) contactless tendency moderated the relationship between responsiveness and satisfaction. The findings of the study are expected to provide valuable insights for future research and the development of practical service strategies.