碩士 / 國立臺灣科技大學 / 企業管理系 / 96 / Abstracts
Under the severe comopetition in the shipping market, most carriers, in order to increase their market share, have taken the policies of ordering bigger ships, merger and acquisition, or alliance as growth strategy. And in light of the trend of economical globalization together with global businsess logistics, global companies have continuously outsourced their producst in the lower labour cost countries for the sake of cost-cutting.
Taiwan businessmen, under this kind of trend and reform policy of PRC, have continued to move their manufactories out of Taiwan for maintaining competitive advantages in the past years. More worst, accompanied by the opening market after joining WTO, Taiwan export volume has gradually decreased. Under the most severe competion and overcapacity markt, most carriers have taken “ rate-cutting “ as the only competitive measure for increasing market share. However, as the operational costs ( such as, bunker and railway costs ) increased sharply yearly, “ pricing “ advantage can not work well any more. Thus, how to provide the differential and innovative service for maintaining sustainable advantage instead of “ pricing “ policy to explore business is the best strategy for carriers to grow under the severe competition.
This study takes the branch for a foreign container shipping company as an empirical study, and classfies the service quality into 4 determinants and 21 attributes to explore the association of service quality, customer satisfaction and loyalty through in-depth interview. The result shows:
1. Container shipping company’s service quality has a significant influence on customer satisfaction.
2. Container shipping company’s service quality has a significant influence on customer loyalty.
3. Container shipping company’s customer satisfaction has a significant influence on customer loyalty.
Based on the outcomes of the study, suggestions were provided for shipping company management to maintain cross-trade service, effect customer satisfaction survery and increase employee satisfaction for strengthening customer loyalty.
| Identifer | oai:union.ndltd.org:TW/096NTUS5121003 |
| Date | January 2007 |
| Creators | Tean_Yuan Lee, 李燦元 |
| Contributors | Wu Couchen, 吳克振 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 79 |
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