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Title: Service quality and customer satisfaction in liner shipping
Authors: Yuen, Kum Fai
Thai, Van Vinh
Keywords: DRNTU::Engineering::Civil engineering::Transportation
DRNTU::Business::Management::Total quality management
Issue Date: 2015
Source: Yuen, K. F., & Thai, V. V. (2015). Service quality and customer satisfaction in liner shipping. International journal of quality and service sciences, 7(2/3), 170-183.
Series/Report no.: International journal of quality and service sciences
Abstract: Purpose – The objectives of this paper are to identify the dimensions of service quality in liner shipping and examine their effects on customer satisfaction. Methodology – The indicators of service quality in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted on the collected data. Findings – Service quality in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness, and value. The differentiation by time-related attributes provides greater customer satisfaction than applying cost leadership in liner shipping. Implications – The allocation of resources to market and develop a firm’s competitive advantage should mirror the priorities established in this research. In addition, the developed measurement model could serve as a reference for liner shipping firms to assess the quality of their services. Originality / Value – A parsimonious and updated set of variables can now be used to represent service quality in the liner shipping sector. The paper also identifies the key drivers of customer satisfaction in liner shipping.
ISSN: 1756-669X
DOI: 10.1108/IJQSS-02-2015-0024
Schools: School of Civil and Environmental Engineering 
Rights: © 2015 Emerald. This is the author created version of a work that has been peer reviewed and accepted for publication by International Journal of Quality and Service Sciences, Emerald. 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: [].
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:CEE Journal Articles

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