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Service quality assessment in liner shipping industry: an empirical study on Asian shipping case

机译：班轮运输业服务质量评估：亚洲航运案例的实证研究

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摘要

The aim of this paper is to improve service quality of liner shipping companies and investigates the quality function deployment (QFD) in terms of quality assessment method. Liner shipping is particularly characterised by the container transportation and the wider organisation including other logistics activities. The major customers of the logistics services are the industrial clients. The customer satisfaction is a key managerial task since competitiveness is a growing issue in the liner shipping industry. The QFD is one of the unique procedures to expose the requirements of customer and transform them into managerial tasks by cross-correlation analysis between requirements and technical measures. The empirical study is performed to investigate service quality of Asian liner shipping industry by focusing on a group of anonymous leading liner shipping companies. One of the major finding is the customer of liner shipping service tends to purchase a complete transport service including other logistics services. The important technical measures are the implementation of ISO 9001 framework, cheaper service and exemption on terminal handling fee.
机译：本文旨在提高班轮运输公司的服务质量，并根据质量评估方法研究质量功能部署（QFD）。班轮运输的特点是集装箱运输和包括其他物流活动在内的更广泛的组织。物流服务的主要客户是工业客户。客户竞争力是一项关键的管理任务，因为竞争力是班轮运输行业中日益严重的问题。 QFD是通过暴露需求与技术措施之间的相互关联分析来揭露客户需求并将其转变为管理任务的独特程序之一。通过对一组匿名的领先班轮运输公司的关注，进行实证研究以调查亚洲班轮运输行业的服务质量。主要发现之一是班轮运输服务的客户倾向于购买包括其他物流服务在内的完整运输服务。重要的技术措施是实施ISO 9001框架，提供更便宜的服务以及免收码头装卸费。

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