碩士 / 國立臺灣海洋大學 / 航運管理學系 / 107 / In the market strategy of shipping lines that mainly targets to Beneficial Cargo Owner (BCO) cargos. In view of another large customer base, the Non-vessel Operating Common Carrier (NVOCC) also plays a critical role in the main source of ocean cargos. In the past, some studies have explored the selection of service quality factors for container shipping lines. There is no strong point in discussion about the shipments handle by customer who belongs to BCO or NVOCC. From the perspective of ocean transportation intermediaries (OTI), this study adopt the Kano and refined Kano’s models with importance analysis to measure the service quality attributes of shipping liners. Therefore, the purpose of this study is to provide an insight from Taiwan’s NVOCCs by integrating Kano and refined Kano’s models to categorize the preferred service quality indicators for shipping line’s future reference. In this study, we selected top 20 NVOCCs with a capital of more than NTD 10 million in the International Ocean Freight Forwarders & Logistics Association, Taiwan (IOFFLAT). Among the 23 service quality attributes of shipping line, four belong to attractive
quality, six belong to one-dimensional quality, five belong to must-be quality, and eight belong to indifference quality.
| Identifer | oai:union.ndltd.org:TW/107NTOU5301034 |
| Date | January 2019 |
| Creators | Tsai, Ching-Chuan, 蔡京川 |
| Contributors | Chao, Shih-Liang, 趙時樑 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 53 |
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