Developing a Strategic Roadmap for Logistics 4.0 in South Korea: An Integrated QFD and SERVQUAL Approach

Abstract

The rapid advancement of technology has significantly increased the complexity of logistics planning, necessitating enhanced collaboration among diverse sectors, including urban planning, ports, aviation, and railways. This study presents an integrated approach to establishing technology priorities and developing a roadmap for implementing Logistics 4.0 in South Korea's urban environments. The methodology begins with identifying key logistics technologies and trends through a comprehensive literature analysis. Customer needs are then assessed using the SERVQUAL model, which has been restructured to better reflect logistics service characteristics. Finally, the Quality Function Deployment (QFD) methodology is applied to prioritize technologies through expert surveys, leading to the development of a strategic roadmap. This roadmap outlines sequential development paths within each group while highlighting inter-group relationships, providing practical guidelines for implementing smart city logistics systems. The analysis identifies three top-priority technologies: Smart Last-Mile Delivery Hubs, Smart Logistics Terminals, and Delivery Robots. The research reveals four distinct technology groups: logistics hub technologies, air logistics technologies, ground-based logistics technologies, and digital environment technologies. This lays the groundwork for integrating various sectors and technologies to provide a unified vision for the future of logistics.