dc.contributor.authorThai, Vinh Van
dc.date.accessioned2013-04-08T08:54:04Z
dc.date.available2013-04-08T08:54:04Z
dc.date.copyright2008en_US
dc.date.issued2008
dc.identifier.citationThai, V. V. (2008). Service quality in maritime transport: conceptual model and empirical evidence. Asia Pacific Journal of Marketing and Logistics, 20(4), 493-518.en_US
dc.identifier.issn1355-5855en_US
dc.identifier.urihttp://hdl.handle.net/10220/9467
dc.description.abstractThe 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. Originality/value – The major contribution of this study is to fully operationalise service quality as a six-dimensional construct in the context of maritime transport, and findings on the ranking of dimensions/factors involved in the model. Although this is the first model of service quality in maritime transport with specific quality factors, its generic dimensions could be generalised to other service sectors as well. The research also has great managerial implications as managers across maritime transport companies can use the tool to develop questionnaire for customer satisfaction survey, thus facilitating a universal benchmarking approach across the industry.en_US
dc.language.isoenen_US
dc.relation.ispartofseriesAsia Pacific journal of marketing and logisticsen_US
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 ].en_US
dc.subjectDRNTU::Engineering::Civil engineering
dc.titleService quality in maritime transport : conceptual model and empirical evidenceen_US
dc.typeJournal Article
dc.contributor.schoolSchool of Civil and Environmental Engineeringen_US
dc.identifier.doihttp://dx.doi.org/10.1108/13555850810909777
dc.description.versionAccepted versionen_US


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