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There are two aims of this research: one is to prove the interactive effect of supply chain integration (SCI) on performance and the other is to ascertain gaps in performance among levels of SCI. The population of this research is international freight forwarders and the collected data is used in testing hypotheses through various analytical methods such as factor analysis, Cronbach’s alpha, cluster analysis, ANOVA, MANOVA, ANCOVA, post hoc analysis and regression analysis. First, the interaction between internal integration and external integration improves customer performance and financial performance. The forwarders improve internal processes following information acquired from customers and the information is shared with logistics service providers, followed by high performance. Second, gaps in performance among levels of SCI are verified. Managers of the forwarders make strategic decision making on the basis of their recognition of environment and, as a result, the forwarders enjoy different performance.

There are two objectives of this study: to analyze gaps in customer satisfaction and to test the customer loyalty gap on the basis of the reputation of Busan New Port. This study identifies the relationships between variables as well as the conceptual and operational definitions using prior research. Data was collected from 93 members of the International Freight Forwarders Association. The reliability and validity of the data was analyzed and the relationships between the variables were tested by analysis of covariance. The results are as follows: First, the reputation of Busan New Port means the abilities in which the port provides valuable benefits to international freight forwarders. The analytical results show that there is a gap in customer satisfaction between high- level and low- level reputation. Second, the levels of reputation are based on the gap in customer loyalty. This means that there are gaps in the friendly attitude of international freight forwarders and sustainable usage on the basis of the varying levels of port reputation.