Service quality and customer satisfaction in liner shipping

• Main Authors: Yuen, Kum Fai, Thai, Van Vinh
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2015
• Subjects: DRNTU::Engineering::Civil engineering::Transportation; DRNTU::Business::Management::Total quality management; DRNTU::Business::Management::Logistics
• Online Access: https://hdl.handle.net/10356/79385; http://hdl.handle.net/10220/26056
• Institution: Nanyang Technological University

Purpose – The objectives of this paper are to identify the dimensions of service quality in liner shipping and examine their effects on customer satisfaction. Methodology – The indicators of service quality in liner shipping were identified from reviewing the literature and interviewing six qualifie...