碩士 / 國立臺北大學 / 企業管理學系 / 88 / Being one of the counties with largest trade volume in the world, Taiwan’s ocean carriers plays an important role in the past decades. When the golden time is gone in the past and what has become one of the most critical issues that carriers in Taiwan are struggling with is competition that is tougher than ever simply every carrier needs to survive. The problem has worsened in recent years due to the shrinking demand of cargo as a result of the exodus of the traditional industries to mainland China and other less-developed countries whereas in the mean time, the supply of tonnage has increased. The shipping industry is undergoing a drastic challenge for change in that only those carriers having successfully transformed their organizations, way of servicing the customers, and so on will survive. Although service quality study does not appear as a fresh rage as it was when it first came into existence a dozen years ago, choosing Because of my professional background, I chose Taiwan shipping industry as a population for study of the correlation between the service quality and the customer satisfaction maybe is the first time. So, the value of findings in the result of this study is out of question.
For this study, I first obtained the permission of this selected ocean carrier that is highly respected as a successful one in Taiwan and agreed that I will keep their name anonymous in this paper and will present the findings of this research to their management with a hope they would find them valuable in their effort of sustaining their competitive edge.
The project began with sending a questionnaire with four major service segments to the customer base, one that was carefully designed through various discussions with the carrier’s personnel, and received some 121 responses from import/export companies, freight forwarders, and customs brokers each contributing a large portion of the total freight revenue. The questions asked are known as the most relevant to the customer satisfaction and were sorted into four categories: industry expertise, passion for service, trustworthiness, and people. The statistical method employed for data analysis includes frequency analysis, t-test, factor Analysis, Pearson’s correlation analysis, and one-way ANOVA. The study result shows the following:
1. The different characters of background in terms of the type of business is an important factor in judging how the feel about the degree of importance/satisfaction over the measuring scale.
2. Clearly, there is a positive relation between service quality and customer satisfaction.
Based on the findings in the result, I recommend that service quality circles be organized to study the multiple customer segments with respect to their demandin service and thereby effective strategy and actions can be launched as importanteffort to enhance service quality.
| Identifer | oai:union.ndltd.org:TW/088NTPU0121018 |
| Date | January 2000 |
| Creators | Wang, Yuan, 王瑗 |
| Contributors | Ing-San Hwang, 黃營杉 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 91 |
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