A study of partnering relationship between shipper and carrier in Singapore : issues, ranking and satisfaction

• Main Author: Lau, Francis Chean Hao.
• Other Authors: Chew Ah Seng, David
• Format: Final Year Project
• Language: English
• Published: 2010
• Subjects: DRNTU::Engineering::Maritime studies::Maritime management and business
• Online Access: http://hdl.handle.net/10356/40119
• Institution: Nanyang Technological University

This study investigates the partnering issues, ranking of service attributes and satisfaction level between shippers and carriers involved in the Singapore maritime scene, with a particular focus on the container segment. Survey polling was conducted on both shippers and carriers from various sources via the means of snail mail and electronic mail. Interviews were conducted with selected shippers and carriers. 4 factors from the carriers’ list were eliminated using z-test validation. Gap analysis showed that Freight rates; Existing working relationship; Branding and reputation; Service reliability and consistency and; Willingness to meet service expectation are the factors with the smallest differences. On the other hand, Customer service and courtesy of inquiry; Accurate billing and documentation; Claims handling and follow-up; Ability to handle special needs and emergencies and; Common goals and objectives reflected the largest differences. T-test and mean score comparison found that Freight rates; Service reliability and consistency and; Willingness to meet service expectation were ranked with similar importance. The satisfaction level of shippers and carriers in partnerships reflected a positive note. Freight rates and Service reliability and consistency are the coherent factors that both the shippers feel that are lacking and carriers feel can be improved. In essence, while there are common factors that both sides deem as crucial in a partnership, more can be done on the part of carriers to better align themselves to the requirements of shippers in order to enhance their satisfaction.