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Relationship between personality traits and service quality perception of logistics personnel

YOUNG-YEI KIM, SEOUL DIGITAL UNIVERSITY, REPUBLIC OF KOREA
SIMON W. TAI, KIMEP, REPUBLIC OF KAZAKHSTAN
JUNG-WAN LEE, KAZAKH-BRITISH TECHNICAL UNIVERSITY, REPUBLIC OF KAZAKHSTAN

Abstract: The purpose of this study is to examine the relationship between personality traits and service quality perceptions of the employees of logistics organizations. The authors administered the Big-Five scale to derive measurements of personality traits and the SERVQUAL (RATER) scale to measure service quality perception. Data for this study were collected through an online (web-based) survey from personnel of many logistics organizations in South Korea. The results of this study confirm that correlations among these variables are statistically significance based on the hypothesis testing of the data. Results from regression analyses of the data provide additional insights about the relationship and applications of these variables. Recommendations are made for the effective integration of marketing and human resource strategies.
Keywords: Service marketing, Human resources, Logistics personnel, Employee personality, Service quality perception

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