碩士 / 國立海洋大學 / 航運管理學系 / 90 / The main purpose of this paper is to develop the suitable items for conveying the forwarder’s perception with respect to the service quality and satisfaction provided by shipping companies. And the loyalty of freight forwarders is explored. In addition to the review of literature, we interviewed several managers of freight forwarders, experts and researchers in this field. Based on 21 items that found, we applied factor analysis to construct five factors for service quality and four factors for satisfaction of freight forwarders. The study further applied ANOVA method to test the significant difference for each service quality and satisfaction factor versus different customer groups. Further, 21 elements are distributed into four quadrants by matrix analysis. The results are useful for resource distribution of shipping companies to improve service quality and customer satisfaction. Besides, the results of hypotheses testing with respect to purchase behavior of freight forwarders are valuable for shipping companies to improve the customers’ loyalty.
| Identifer | oai:union.ndltd.org:TW/090NTOU0301010 |
| Date | January 2002 |
| Creators | Lee Yi Fan, 李宜芳 |
| Contributors | 梁金樹 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 101 |
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