Service characteristics and customer satisfaction in the container liner shipping industry
Service characteristics and customer satisfaction in the container liner shipping industry
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集装箱班轮运输行业服务特色及客户满意度
DOI：
10.1016/j.ajsl.2019.03.004
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发表时间：
2019
期刊：
影响因子：
--
通讯作者：
Hirata Enna
中科院分区：
文献类型：
--
作者：
T. Matsuda;E. Hirata;T. Kawasaki;Enna Hirata;Hirata Enna
本研究主要探讨货柜班轮运输业之关键服务特性及其对顾客满意度之影响。它将服务质量维度映射到基于集装箱班轮运输公司最新优先事项的一组新的服务特性。通过在线调查收集的数据进行了回归的非线性模型。结果表明，影响顾客满意度的前三大服务特征依次为（1）顾客服务代表的质量，（2）数字化质量和（3）销售代表的质量。该研究还表明，提供长期费率的能力并不能像通常认为的那样有效地提高客户满意度;数字化是班轮运输经理的首要议程。
This research is mainly devoted to investigating key service characteristics in the container liner shipping (CLS) industry and its impact on customer satisfaction. It maps service quality dimensions to a new set of service characteristics based on the latest priorities of container liner shipping companies. The data collected through online survey is regressed in a non-linear model. The results indicate that the top three service characteristics influencing customer satisfaction are (1) quality of customer service representative, (2) quality of digitalisation and (3) quality of sales representative in that order. The research also suggests that the ability to offer long term rates is not effective in enhancing customer satisfaction as it is usually perceived; digitalisation tops the liner shipping managers’ agenda.