Service quality in maritime transport : conceptual model and empirical evidence

• Main Author: Thai, Vinh Van
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2013
• Subjects: DRNTU::Engineering::Civil engineering
• Online Access: https://hdl.handle.net/10356/95656; http://hdl.handle.net/10220/9467
• Institution: Nanyang Technological University

The purpose of this paper is to extend knowledge on service quality and how it is defined and thus, managed, in the context of maritime transport by proposing and testing a new conceptual model of service quality. Design/methodology/approach – The study used a sample of 197 shipping companies, p...