Service quality in maritime transport : conceptual model and empirical evidence
Thai, Vinh Van
Date of Issue2008
School of Civil and Environmental Engineering
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.
Asia Pacific journal of marketing and logistics
© 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.