Abstract

Abstract

The major contribution of this study is to fully operationalise service quality as a six‐dimensional construct in the context of maritime transport/shipping, 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. (Thai, 2008)

A.) Motivation of the study The purpose of this paper is to extend knowledge on service quality in shipping materials and how it is defined and thus, managed, in the context of maritime transport/shipping by proposing and testing a new conceptual model of service quality.(Thai, 2008)

B.) Methodology used This study used a sample of 197 shipping companies, port operators and freight forwarders/logistics service providers, with the use of both mail survey and in‐depth interview techniques in obtaining info about the schedule of operations, processes in doing the transport/shipping operation, and number of workers . With a total of 120 usable questionnaires were returned and 25 interviews wereconducted. Data were analysed using the SPSS 13.0 software and thematic analysis technique.

C.) Key Results obtained It was found in the surveys and questionaires that service quality in maritime transport/shippinh 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.(Thai, 2008)

D.) Conclusions 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. therefore in improving the service quality in transport/shipping, proper management and process supervision would be a big impact. They also emphasised process and management‐related factors which involve the centre of all quality systems: the human element. (Thai,2008)

 The two studies are related because they both focus on improving the shipping or transport of their products by observing the flow of processes and operations to avoid defective transport/shipment, then evaluating the whole operation and finding the areas that needs improvement to achieve maximum customer satisfaction.