Service quality in maritime transport : conceptual model and empirical evidence.

Abstract

The purpose of this paper is to extend knowledge on service quality and how it is defined

and thus, managed, in the context of maritime transport by proposing and testing a new conceptual

model of service quality.

Design/methodology/approach – The study used a sample of 197 shipping companies, port

operators and freight forwarders/logistics service providers, employing the triangulation of both mail

survey and in-depth interview techniques. A total of 120 usable questionnaires were returned and 25

interviews conducted. Data were analysed using the SPSS 13.0 software and thematic analysis

technique.

Findings – It was found that service quality in maritime transport is a six-dimensional construct

consisting of resources, outcomes, process, management, image, and social responsibility (ROPMIS),

with each dimension measured by a number of explaining factors making up a total of 24 factors.

Findings also revealed that factors involving the outcomes and process of service provision, as well

as the management factors, which all focus on satisfying the customers, received high ranking. They

also emphasised process and management-related factors which involve the centre of all quality

systems: the human element.

Research limitations/implications – As this is the first stage of a more comprehensive study, the

model was tested only with service providers, and this is the major limitation. Future research

direction is desired, e.g. conducting the study using the same instruments on customers and compare

the gaps with this research.