Abstract
This research is mainly devoted to investigating key service characteristics in the container liner shipping (CLS) industry and its impact on customer satisfaction. It maps service quality dimensions to a new set of service characteristics based on the latest priorities of container liner shipping companies. The data collected through online survey is regressed in a non-linear model. The results indicate that the top three service characteristics influencing customer satisfaction are (1) quality of customer service representative, (2) quality of digitalisation and (3) quality of sales representative in that order. The research also suggests that the ability to offer long term rates is not effective in enhancing customer satisfaction as it is usually perceived; digitalisation tops the liner shipping managers’ agenda.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
