碩士 / 國立成功大學 / 交通管理學系碩博士班 / 92 / This research empirically evaluates customers’ satisfaction, switching cost and customers’ loyalty in liner shipping from a shipper’s perspective. The results suggest that shippers perceive low cargo loss and damage to be the most satisfactory service attribute, followed by vessel safety, availability of cargo space, reliability of sailing schedule, and accurate documentation. This study used a structural equation modeling to examine the impact of customers’ satisfaction and switching cost on shippers’ loyalty. The findings of this research indicate that the level of customers’ (shippers’) satisfaction affecting customers’ loyalty, and that perceptions of shippers’ switching cost has a strong positive effect on customers’ loyalty. However, the perceived differences of customers’ satisfaction, switching cost and customers’ loyalty among the corporate characteristics such as type and size of firms were not supported in this study. The theoretical and practical implications of the findings on the shippers’ loyalty in liner shipping are discussed.
| Identifer | oai:union.ndltd.org:TW/092NCKU5119004 |
| Date | January 2004 |
| Creators | Mu-Hsin Liu, 劉沐欣 |
| Contributors | Chin-Shan Lu, 呂錦山 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 100 |
Page generated in 0.0117 seconds