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Service quality gap between the expectations of shippers and carriers in Asian dry bulk shipping


Nintin, M and Nguyen, H-O and Cahoon, SC, Service quality gap between the expectations of shippers and carriers in Asian dry bulk shipping, Proceedings of the International Forum on Shipping, Ports and Airports (IFSPA) 2010, 15-18 October 2010, Chengdu, Sichuan, China, pp. 242-264. ISBN 978 962 367 716 5 (2010) [Refereed Conference Paper]


Bulk shipping is a highly competitive market that is subject to volatile freight rates caused by imbalance between demand and supply as well as changes in input costs. As such companies constantly face challenges of being competitive in the market and making profit. This highlights shipping companies’ need to maintain a high level of customer satisfaction and service quality. On the other hand, the service quality expectations of shippers are beyond the terms and conditions of the charter party that often cannot specify the intangible elements of service quality. Although the concept of service quality is not new in dry bulk shipping, it is often not well understood. This paper seeks to evaluate the gap between the service quality expectations of shippers and shipping companies as a way to gain insights into shipping companies’ competitive advantage. In particular, the paper extends previous research on service quality to dry bulk shipping companies in Asia. A survey of both shippers and carriers in Asia covering various factors of shipping services is conducted, data obtained are analyzed to investigate the contribution of these factors to service quality, and the implications for shipping service quality management are discussed. The results of data analysis reveal that gaps between the service quality expectations of shippers and carriers exist, but with varying levels of significance.

Item Details

Item Type:Refereed Conference Paper
Keywords:service quality, dry bulk shipping, SERVQUAL, competitiveness, Asia.
Research Division:Commerce, Management, Tourism and Services
Research Group:Strategy, management and organisational behaviour
Research Field:Quality management
Objective Division:Expanding Knowledge
Objective Group:Expanding knowledge
Objective Field:Expanding knowledge in commerce, management, tourism and services
UTAS Author:Nguyen, H-O (Associate Professor Oanh Nguyen)
UTAS Author:Cahoon, SC (Professor Stephen Cahoon)
ID Code:68416
Year Published:2010
Deposited By:NC Ports and Shipping
Deposited On:2011-03-11
Last Modified:2014-11-05

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