Ocean Transport Service Quality Measurement

Name: Chalermkiat Thantongpaiboon

keyword: Service Quality Assessment

Abstract: The globalization change today's business environment and become more dynamic which lead to hyper-competition. Today, there is less distinction between manufacturing and service firms because manufacturing firms intensively include service activities into their product packages. Ocean transportation is certainly a service activity that is one of the key logistics functions. The level of customer service relies very much on the quality of transport operators, particularly offshore business operations. However, quality of service is difficult to identify because of its intangibility nature. This research is conducted in a Thai leading shipping line that are running business cover the Indochina region (Cambodia, Thailand and Vietnam) where is quickly changing in business environment and physical infrastructure. This study focuses on service performance gap when there is a discrepancy between service expectation and performance perception. By applying SERVQUAL, the study will be undertaken on both service user's perspective as well as service provider's perspective. The study reveals that service quality is perceived differently by the frontline staff and customer in each country. This is because different determinates dominate the expectation of people in each country although service provided by companies are standardized. Moreover, tangibility features of service quality do not have much important to the customer in determining service quality of shipping company. Certainly, to lift the level of quality, service customization for the customer in each country is necessary. Customer know-how and strong commitment from management of all level is the prerequisite for firms. The analysis of the selected case in Cambodia, Thailand and Vietnam reveal that the "Service Quality Gap Model" is useful to assess service quality, but it ought to be used with care, especially in oligopoly market. In some situations, the alternative measurement model should be considered such as Performance Only Model because this model takes only performance into consideration. Nevertheless, this research has already provided methodological guidelines as well as the su ggested predictor variable which can be used for monitoring service quality for shipping line in particular.

King Mongkut's University of Technology Thonburi. KMUTT Library.

Address: BANGKOK

Email: info.lib@mail.kmutt.ac.th

Name: Thananya Wasusri

Role: Advisor

Created: 2007

Modified: 2554-06-24

Issued: 2553-04-13

วิทยานิพนธ์/Thesis

application/pdf

CallNumber: GMI40

tha

DegreeName: Master of Science

Level: Master's Degree

Descipline: The Graduate School of Management and Innovation

Grantor: King Mongkut's University of Technology Thonburi

©copyrights มหาวิทยาลัยเทคโนโลยีพระจอมเกล้าธนบุรี

ลำดับที่.	ชื่อแฟ้มข้อมูล	ขนาดแฟ้มข้อมูล	จำนวนเข้าถึง	วัน-เวลาเข้าถึงล่าสุด
1	GMI40ab.pdf	48.03 KB	37	2024-12-06 13:42:57
2	GMI40.pdf	4.62 MB	65	2023-01-15 11:23:09

ใช้เวลา

-0.960429 วินาที