Service quality in maritime transport : conceptual model and empirical evidence

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Service quality in maritime transport : conceptual model and empirical evidence

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dc.contributor.author Thai, Vinh Van
dc.date.accessioned 2012-09-13T08:14:23Z
dc.date.available 2012-09-13T08:14:23Z
dc.date.copyright 2008
dc.date.issued 2012-09-13
dc.identifier.citation Thai, V. V. (2008). Service quality in maritime transport: conceptual model and empirical evidence. Asia Pacific Journal of Marketing and Logistics, 20(4), 493-518.
dc.identifier.issn 1355-5855
dc.identifier.uri http://hdl.handle.net/10220/8521
dc.description.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.
dc.language.iso en
dc.relation.ispartofseries Asia Pacific journal of marketing and logistics
dc.rights © 2008 Emerald Group Publishing Limited. This is the author created version of a work that has been peer reviewed and accepted for publication by Asia Pacific Journal of Marketing and Logistics, Emerald Group Publishing Limited. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: http://dx.doi.org/10.1108/13555850810909777.
dc.subject DRNTU::Engineering::Civil engineering.
dc.title Service quality in maritime transport : conceptual model and empirical evidence
dc.type Journal Article
dc.contributor.school School of Civil and Environmental Engineering
dc.identifier.doi http://dx.doi.org/10.1108/13555850810909777
dc.description.version Accepted version

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