Outbound Service Quality at Wan Hai Lines

• 발행기관: 한국유통과학회
• 저자명: Ha Nam Khanh Giao Bao Trung Pham Quang Truong
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 6 No.1, 177~185쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2019.01.31

영문 초록

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines (WHL) outbound services based on the SERVQUAL model, form of dimension-bydimension analysis. This study was based on a survey of 135 people. The outcome is the service quality of WHL outbound services can be identified by three dimension(s): Empathy and Responsiveness, Assurance, and Reliability. It would help management to have an overall picture about the current service quality, and to find solutions to improve service quality following the recommendations. WHL managers need to recognize that “Reliability” has the strongest influence on customers’ expectations, then come “Empathy and Responsiveness” and “Assurance”. Therefore, board of managers should spend time looking carefully at each of the three dimensions, especially for the biggest gap between perceptions and expectations of three dimensions as well. Then the recommendations were raised.

목차

1. Introduction

2. Theory Base

3. Research Methodology

4. Data Analysis and Results

5. Recommendations

6. Conclusions

References

키워드

Wan Hai Lines Service Quality Outbound Services SERVQUAL Dimension-to-Dimension