Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/44384
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dc.contributor.authorLai, Alan Che Xiang
dc.date.accessioned2011-06-01T04:19:22Z
dc.date.available2011-06-01T04:19:22Z
dc.date.copyright2011en_US
dc.date.issued2011
dc.identifier.urihttp://hdl.handle.net/10356/44384
dc.description.abstractThe purpose of this research project is to address the gap of few literature being done to define and attribute the determinants of service quality in tramp shipping sector (dry and liquid bulk). For that reason, a new conceptual model that illustrates the service quality desirable by tramp shippers from the service providers is being proposed and tested.A review is done on the literature of the three main themes, namely (1) Total Quality Management (TQM), quality awards and ISO standards; (2) Service quality in service industry and (3) Service quality in tramp shipping to allow us to formulate the new conceptual SQ model. Triangulation method is utilised for data collection. 6 interviews were conducted to verify the conceptual SQ model. A revised SQ model was presented after the conduct of the interviews. It is a construct of 27 attributes associated with six dimensions of corporate image, customer focus, leadership, outcome, personnel and technical. This research uses a sample of 597 companies, consisting of 254 tramp shippers and 343 service providers for the survey mailing list to validate the revised SQ model. In all, 74 usable questionnaires were returned. The response rate for tramp service providers and tramp shippers are 15.0% and 10.5% respectively.en_US
dc.format.extent111 p.en_US
dc.language.isoenen_US
dc.rightsNanyang Technological University
dc.subjectDRNTU::Engineering::Maritime studies::Maritime management and businessen_US
dc.titleDefining service quality for tramp shippingen_US
dc.typeFinal Year Project (FYP)en_US
dc.contributor.schoolSchool of Civil and Environmental Engineeringen_US
dc.description.degreeBachelor of Science (Maritime Studies)en_US
dc.contributor.supervisor2Thai Van Vinhen_US
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Appears in Collections:CEE Student Reports (FYP/IA/PA/PI)
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