碩士 / 國立臺灣海洋大學 / 航運管理學系 / 95 / Abstract
The gap of shipping service quality within exporters/importers is proposed and tested by survey data of Taiwan exporters’/importers’ managers and subordinates served by an international liner shipping company. On the same time the validation of SERVQUAL applicable to the shipping industry is also assessed in this study. Based on two sets of 110 managers and subordinates survey data it is found that except assurance dimension the perceived service quality on the remained four dimensions of managers are significant lower than that of subordinates. The correlation coefficients of reliability dimension of managers and subordinates perceived service quality with service satisfaction are positive significantly and the relationship of reliability dimension of managers perceived service quality and the repurchase is also positive. . The evidence doesn’t support the validation of SERVQUAL applicable to the shipping industry for the lack of the convergent validity and insufficiency of the measurement indices. The results will contribute the shipping industry both on the service decision making and on the development of service quality measurement instrument.
| Identifer | oai:union.ndltd.org:TW/095NTOU5301007 |
| Date | January 2007 |
| Creators | Mei-Yi Shen, 沈美儀 |
| Contributors | , 陳基國, Kee-Kuo Chen |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 81 |
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