碩士 / 國立交通大學 / 管理學院碩士在職專班運輸物流組 / 94 / Under the ships large-scale tendency, the shipowners unceasing expand their territories by acquisition, consociation or joint venture, in addition the advancement of science and technology brings rapider and more complete information service for the international trade, therefore, there are no obvious differences in hardware facilities of each shipping lines. In order to satisfy customers and make more profits, it is very important for shipping companies to adopt marketing strategies and provide high quality service under the competitive pressure.
The frame of this research is based on PZB Gap Model. SERVQUAL measure table is the tool to evaluate the service quality of marine containerization liner between “Gap 5” and “Gap 1”. The SPSS statistics software is applied to analyze the effective questionnaire.
According to the research, it can indicate that:
1. Customers have discrepance on the expectation and
reality of the service quality of maritime liner.
2. The service quality that customers expect and A marine
liner provided for depended on customer’s anticipation
are diverse.
3. After analyzing it by PZB, customers either in different
seniority and position or in different establishment,
capital, employees, management, turnover, and import &
export quantity feel the differences between expectation
and reality of service quality.
4. After customer expectation analysis on the service
quality of maritime liner, A marine company found there
was no significant difference on customers’sex, age,
experience,and official rank in the models of Tangibles,
Responsiveness, Assurance and Empathy,except customers’
educational background in Reliability model. Therefore,
the employees of A marine company have the same opinion
on customer expectation.
| Identifer | oai:union.ndltd.org:TW/094NCTU5725008 |
| Date | January 2006 |
| Creators | Kuan-Chen Huang, 黃寬正 |
| Contributors | Quang-Hwa Chen, 陳光華 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 99 |
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