碩士 / 國立臺灣海洋大學 / 航運管理學系 / 106 / In recent years, the economic globalization grows rapidly. The competition in the liner shipping market and ocean freight forwarder is getting fierce. Therefore, improving customer loyalty to maintain the long-term relationship with customers is essential for ocean freight forwarders. This study explores the impact of service quality on customer loyalty via customer satisfaction and trust. This study used the structural equation modeling (SEM) to establish a model including the above-mentioned constructs and Smart PLS statistical software was used to examine that hypothesis. The result of our empirical study shows that service quality positively affected customer satisfaction and trust, and customer satisfaction and trust positively affected customer loyalty. Based on the relationship among constructs, this study used the network data envelopment analysis (NDEA) method to measure the efficiency of each sample. The results show that large shippers need more service quality in order to maintain a level of customer satisfaction and trust. On the other hand, at the same level of customer satisfaction and trust, customer loyalty of large shippers is lower than that of small and medium-sized shippers. Finally, this study proposes theoretical and practical recommendations for future research.
| Identifer | oai:union.ndltd.org:TW/106NTOU5301019 |
| Date | January 2018 |
| Creators | Sun, Yu-Han, 孫郁涵 |
| Contributors | Chao, Shih-Liang, Yu, Ming-Miin, 趙時樑, 游明敏 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 47 |
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