碩士 / 國立成功大學 / 交通管理學系碩博士班 / 93 / This research empirically evaluates the effects of customers’ satisfaction, relationship quality and customers’ loyalty in liner shipping from an ocean freight forwarder’s perspective. Results indicated that vessel safety to be the most satisfactory service attribute, followed by frequency of sailing, good condition of containers, transit time and reliability of sailing schedule. Based on a structural equation modeling approach, results showed that forwarder-carrier relationship quality had a positive influence on forwarders’ (customers’) loyalty, and forwarders’ satisfaction positively influences forwarder-carrier relationship quality. However, the impact of customers’ satisfaction on customers’ loyalty was not supported in this study. Theoretical and practical implications of the research findings are discussed.
| Identifer | oai:union.ndltd.org:TW/093NCKU5119004 |
| Date | January 2005 |
| Creators | Chia-Shan Tsai, 蔡佳珊 |
| 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 | 106 |
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