A study on business development strategies and tactics in the shipping industry to increase customer satisfaction (logistics service providers)

• Main Author: Seah, Xiang Yu
• Other Authors: Kenneth Tan Siah-Ann
• Format: Final Year Project
• Language: English
• Published: 2017
• Subjects: DRNTU::Engineering::Maritime studies
• Online Access: http://hdl.handle.net/10356/70995
• Institution: Nanyang Technological University

The paper aims to find out whether organisations from shipping industry consider the use of disruptive technology (e.g. Big Data Analytics) due to the age of digitalisation to improve customer satisfaction. As the scope is in the container shipping industry, the author is focusing on Logistics Service Providers (LSPs) which is one of the major players in the container shipping ecosystem besides Shipping Lines and Port Sector. Survey questions were customised according to LSPs, together with software providers and shippers to get comprehensive insights. In addition, the option for face to face interview was given to the respondents for further discussion and clarification. Selected excerpts of the interviews were used to substantiate on pointers raised in the discussion section. The leadership of the organisation plays an important role to ensure its sustainability and distinctiveness not only through cost-cutting measures but with the use of technologies in the age of digitalisation. The consideration on whether the use of technology is considered as disruptive or advanced can be subjective. It will depend on whether the organisation uses it due to market and technology trends. It is also dependable on whether there are concrete thoughts and processes are implemented through close collaboration which can create a difference and resolve the “IT Gap”. The notion on whether the major players in the container shipping ecosystem can collaborate will depend on whether the shipping industry can find and determine what will benefit them in the long run. In addition, it is beneficial to have an influential chain master in the industry that is influential to drive the initiatives or changes that are customer-centric. Lastly, the blockchain technology has been getting more coverage which sees the feasibility of actual collaboration among the major players of the container shipping ecosystem. Further in-depth research and discussion can be done to find its benefit for the shipping industry.