ABSTRACT
The objectives of this paper are to 1) explore the levels of satisfaction of shippers on service quality of international freight forwarders based on SERVQUAL model with an additional cost dimension, and 2) investigate the relationship between shipper perception on service quality of international freight forwarders and the shippers' company performance. 237 valid questionnaires were collected from managers of exporting companies in the furniture business. Descriptive statistics, t-test, importance-performance analysis, and multiple regressions were applied to analyze data. It was found that service cost had highest mean scores in both perception and expectation, while tangible had lowest mean values in both perception and expectation. There were significant differences between perceptions and expectations on every service quality dimension. Most dissatisfied service dimensions were service cost, reliability, responsiveness, empathy, assurance, and tangible, respectively. Responsiveness had significant positive impact on shipper performance, while tangible had significant negative effect on shipper performance.
- Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1), 12--37.Google Scholar
- Ali, S., Basu, S., Ware, N. (2018), "Quality measurement of Indian commercial hospitals - using a SERVQUAL framework", Benchmarking: An International Journal, 25(3), 815--837.Google Scholar
- Chandra, T., Hafni, L., Chandra, S., Purwati, A. and Chandra, J., (2019), "The influence of service quality, university image on student satisfaction and student loyalty", Benchmarking: An International Journal, 26(5), 1533--1549.Google Scholar
- Mohsin, A. and Lockyer, T. (2010), "Customer perception of service quality in luxury in New Delhi, India: an exploratory study", International Journal of Contemporary Hospitality Management, 22(2), 160--173.Google ScholarCross Ref
- Banomyong, R. and Supatn, N. (2011), "Selecting logistics providers in Thailand: a shippers' perspective", European Journal of Marketing, 45(3), 419--437.Google ScholarCross Ref
- Kilibarda, M., Nikolicic, S. and Andrejic, M. (2016), "Measurement of logistics service quality in freight forwarding companies: A case study of the Serbian market", The International Journal of Logistics Management, 27(3), 770--794.Google ScholarCross Ref
- Feng, Y., Zheng, B. and Tan, J. (2007), "Exploratory study of logistics service quality scale based on online shopping malls", Journal of Zhejiang University SCIENCE A, 8(6), 926--931.Google ScholarCross Ref
- Aktas, E. and Ulengin, F. (2005), "Outsourcing logistics activities in Turkey", The Journal of Enterprise Information Management, 18(3), 316--29.Google ScholarCross Ref
- Parasuraman, A., Zeithaml, V. A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale". Journal of Retailing. 67(4), 12--40.Google Scholar
- Salazar, A., Costa, J. and Rita, P. (2010), "A service quality evaluation scale for the hospitality sector: dimensions, attributes and behavioural intentions", Worldwide Hospitality and Tourism Themes, Vol. 2 No. 4, pp. 383--397.Google ScholarCross Ref
- Qu, H. and Sit, C.Y. (2007), "Hotel service quality in Hong Kong: an importance and performance analysis", International Journal of Hospitality & Tourism Administration, 8(3), 49--72.Google ScholarCross Ref
- Chang, B., Kao, H., Lin, S., Yang, S. Kuo, Y. and Jerng, J. (2019), "Quality gaps and priorities for improvement of healthcare service for patients with prolonged mechanical ventilation in the view of family", Journal of the Formosan Medical Association, 118(5), 922--931.Google ScholarCross Ref
- Department of International Trade Promotion (2019), "Exporter list", available at https://www.thaitradefair.com/index.php?page=exporterList, (accessed Jan 13, 2019)Google Scholar
- Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C. (1998), Multivariate Data Analysis, 4th ed., Prentice-Hall International Inc, Upper Saddle River, NJ.Google Scholar
- Vanichchinchai, A. and Apirakkhit, S. (2018), "An Identification of Warehouse Location in Thailand", Asia Pacific Journal of Marketing and Logistics", 30(3), 749--758.Google ScholarCross Ref
- Fitzsimmons, J.A. and Fitzsimmons, M.J. (2006), "Service Management: operations, strategy, information technology", McGraw-Hill, 5th ed., SingaporeGoogle Scholar
- Tan, K., Kannan, V., Hsu, C. and Leong, G. (2010), "Supply chain information and relational alignments: mediators of EDI on firm performance", International Journal of Physical Distribution & Management, 40(5), 377--394Google ScholarCross Ref
- Vanichchinchai, A. and Apirakkhit, S. (2018), "An Identification of Warehouse Location in Thailand", Asia Pacific Journal of Marketing and Logistics", 30(3), 749--758.Google ScholarCross Ref
Index Terms
- An Analysis of Logistics Service Quality and Performance
Recommendations
Closing Service Quality Gaps Using Dynamic Service Level Agreements
Each service interaction between a provider and a customer is an opportunity for the provider to delight, satisfy or disappoint the customer. However, the customers' expectations may change on every interaction. Therefore, defining Service Level ...
A comparison of Magal's service quality instrument with SERVPERF
The role of service quality has become critical to the success of organizations. Therefore, it is important to use a reliable instrument to measure information service quality. SERVQUAL is a popular instrument for doing this, but, though widely used, it ...
Quality of Service Conflict During Web Service Monitoring
Web services have become one of the most used technologies in service-oriented systems. Its popularity is due to its property to adapt to any context. As a consequence of the increasing number of Web services on the Internet and its important role in ...
Comments