Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

An empirical analysis of service quality factors pertaining to ocean freight forwarding services

An empirical analysis of service quality factors pertaining to ocean freight forwarding services PurposeThe service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors.Design/methodology/approachThis research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis.FindingsAn extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction.Originality/valueSome studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Maritime Business Review Emerald Publishing

An empirical analysis of service quality factors pertaining to ocean freight forwarding services

Subhashini, S.; Preetha, S.
Maritime Business Review , Volume 3 (3): 14 – Sep 17, 2018
Download PDF
14 pages

Loading next page...
 
/lp/emerald-publishing/an-empirical-analysis-of-service-quality-factors-pertaining-to-ocean-FJDDLZcRr1

References (48)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
2397-3757
DOI
10.1108/MABR-01-2018-0004
Publisher site
See Article on Publisher Site

Abstract

PurposeThe service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors.Design/methodology/approachThis research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis.FindingsAn extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction.Originality/valueSome studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction.

Journal

Maritime Business Review – Emerald Publishing

Published: Sep 17, 2018

There are no references for this article.