Service quality of marine cargo transportation and measurement

Pao Yue-kong Library Electronic Theses Database

Service quality of marine cargo transportation and measurement


Author: Leung, Wai-ming Amy
Title: Service quality of marine cargo transportation and measurement
Degree: M.Sc.
Year: 1996
Subject: Freight and freightage -- China -- Hong Kong
Quality control
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: viii, 95 p. : ill. ; 30 cm
Language: English
Abstract: SERVQUAL is introduced by Parasuraman, Zeithaml and Berry, PZB hereafter, (1985, 1991) as a tool to measure service quality. The bedrock principle of SERVQUAL is the gap theory of comparing consumers' perception with expectation. By applying SERVQUAL to several services industries, the researchers have deducted five principal quality dimensions, namely, tangibles, reliability, responsiveness, assurance and empathy. According to PZB, SERVQUAL and the five principal quality dimensions were said to be applicable to general classes of services and retailing businesses. Since the introduction of SERVQUAL and the five service quality dimensions, they have been replicated and tested by various scholars and practitioners in many services industries. However, test results and comments were diverse. Some researchers have found empirical proof in support of PZB's findings, whilst others have expressed doubts in its applications. Moreover, some of them have also made recommendations to modify and improve the instrument. In the present study, SERVQUAL has been applied for the first time in marine cargo transportation services in Hong Kong. Based on the experience of previous researches, modifications and adaptations on SERVQUAL were made to suit the marine cargo services in the context of local environment. The instrument was then used to assess consumers' perceived quality on an ocean carrier's services. Quality dimensions for local marine cargo services were also derived and compared to PZB's findings. Although the current study has not reproduced exactly the same findings as PZB's, the quality dimensions derived here has more-or-less coincided with the same five measures as PZB's. More importantly, it is hoped that the modified SERVQUAL and the five quality dimensions for local marine cargo services proposed in present dissertation may be of use to service marketing scholars and practitioners.

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