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Service quality gaps of business customers in the shipping industry

Author

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  • Chen, Kee-Kuo
  • Chang, Ching-Ter
  • Lai, Cheng-Sheng

Abstract

This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.

Suggested Citation

  • Chen, Kee-Kuo & Chang, Ching-Ter & Lai, Cheng-Sheng, 2009. "Service quality gaps of business customers in the shipping industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(1), pages 222-237, January.
    • Handle: RePEc:eee:transe:v:45:y:2009:i:1:p:222-237
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    Citations

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    Cited by:

    1. Ludmiła Filina-Dawidowicz & Mariusz Kostrzewski, 2022. "The Complexity of Logistics Services at Transshipment Terminals," Energies, MDPI, vol. 15(4), pages 1-26, February.
    2. Xiaohong Jiang & Huiying Wang & Xiucheng Guo & Xiaolin Gong, 2019. "Using the FAHP, ISM, and MICMAC Approaches to Study the Sustainability Influencing Factors of the Last Mile Delivery of Rural E-Commerce Logistics," Sustainability, MDPI, vol. 11(14), pages 1-18, July.
    3. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
    4. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
    5. Marta Kadlubek, 2020. "Post-transaction Phase of Logistics Customer Service in the Management of Companies Providing Transport Services," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 1035-1046.
    6. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Tu, Tran Ngoc & Vinh, Pham Quang & , Le thi Phuong Lien, 2020. "Customer satisfaction of less than container load cargo service of Logistics companies in HoChiMinh city," OSF Preprints 7xqy5, Center for Open Science.
    7. Chen, Kee Kuo & Chiu, Rong-Her & Chang, Ching-Ter, 2017. "Using beta regression to explore the relationship between service attributes and likelihood of customer retention for the container shipping industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 104(C), pages 1-16.
    8. Chia-Hsun Chang & Vinh V. Thai, 2016. "Do port security quality and service quality influence customer satisfaction and loyalty?," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(6), pages 720-736, August.
    9. Yuen, Kum Fai & Thai, Vinh V. & Wong, Yiik Diew, 2018. "An investigation of shippers’ satisfaction and behaviour towards corporate social responsibility in maritime transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 116(C), pages 275-289.
    10. Ming-Chih Tsai & Rico Merkert & Jiana-Fu Wang, 2021. "What drives freight transportation customer loyalty? Diverging marketing approaches for the air freight express industry," Transportation, Springer, vol. 48(3), pages 1503-1521, June.
    11. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    12. Ming-Chih Tsai & Rico Merkert & Jiana-Fu Wang, 0. "What drives freight transportation customer loyalty? Diverging marketing approaches for the air freight express industry," Transportation, Springer, vol. 0, pages 1-19.
    13. Chen, Kee-Kuo & Ho, Hui-Ping & Chang, Ching-Ter, 2015. "Estimating attributes importance for container shipping industry by closing the listening gap with maximum convergent validity," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 79(C), pages 145-163.

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    Keywords

    Service quality SERVQUAL CFA MANOVA;

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