An empirical study on service quality of shipping lines and its relationship with customer satisfaction

• Main Authors: Chye, Hui Hong, Lim, Imy, Soh, Hui Ping
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Language: English
• Published: 2014
• Subjects: DRNTU::Business
• Online Access: http://hdl.handle.net/10356/55768
• Institution: Nanyang Technological University

Due to the growing recognition of service quality as significant, this project is conceived out of a desire to achieve greater understanding on the aspects of service quality. The study uses shipping lines in Singapore as the primary setting. It aims to gain insight on the criteria used by shippers in the evaluation of service quality of shipping lines, as well as explores the underlying relationship between service quality and customer satisfaction. A comprehensive literature research is conducted to provide a review on salient aspects of service quality and customer satisfaction. This serves as the foundation of the present research from which relevant conceptual issues are applied to derive the findings. In tum, possible implications and recommendations are provided to the shipping lines. Delivering quality services that satisfy the customers has become an important source of competitive advantage that reduces price elasticity and retains customer loyalty. Hence, to compete more effectively in an environment in which quality competition prevailed, the management of shipping lines may find the results of this study useful for strategic applications. However, effective management of service quality requires not only an understanding of how service quality works, but also to capitalize on fundamental underlying trends to create new areas of emphasis. This translates into establishing an agenda for further service quality research.