碩士 / 國立臺灣海洋大學 / 航運管理學系 / 106 / Three major shipping alliances that comprise 11 container shipping companies worldwide caused some challenges for regional container shipping companies. This shipping industry is high barriers to entry. Without the support and risk sharing of shipping alliances, a regional container shipping company should adopt customer relationship management to create its own value. To acquire market shares in this highly competitive industry.
This study employed a questionnaire design based on the SAVE marketing framework proposed by Ettenson. Each dimension was developed to evaluate the implementation of customer relationship management strategies by container shipping companies, and using Importance-Performance Analysis (IPA) to examine customer’s satisfaction with and perceived importance of evaluation criterion regarding the implementation of the management strategies. The purpose of this examination was to identify the advantages and disadvantages of these strategies for container shipping company. The Following are the results of this study:
1. The results of all evaluation indicated that “Solution” is the most important facets which taken into consideration by customers when container shipping company implement CRM, followed by “Value”, “Education” and “Access”.
2. In the importance-performance analysis, items in the area of “concentration here” were “Attention to customer attributes,” indicating that customer satisfaction was low for this item and that container shipping companies should strengthen weakness to increase their competitiveness.
3. The improvement index analysis conducted by this study identified “Punctual and accurate delivery” as the service item most urgently requiring improvement, followed by “Delivery safety and convenience”, “Professional competence of sales team” , ”Management of special case”, ”Customer complaint management” and “Valuation of customer attributes”.
The findings presented in this study may serve as a reference for container shipping companies in implementation of customer relationship management strategies from the customers’ perspective.
| Identifer | oai:union.ndltd.org:TW/106NTOU5301038 |
| Date | January 2018 |
| Creators | YANG, SHU-CHUN, 楊舒君 |
| Contributors | Chung, Cheng-Chi, 鍾政棋 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 60 |
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