National Taiwan Ocean University Institutional Repository:Item 987654321/41733
English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 27533/39387
造訪人次 : 2537487      線上人數 : 31
RC Version 4.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 進階搜尋


題名: Service quality assessment in liner shipping industry: An empirical study on Asian shipping case
作者: Sheng-Teng Huang;Emrah Bulut;Okan Duru
貢獻者: 國立臺灣海洋大學:運輸科學系
關鍵詞: quality function deployment;QFD;house of quality;HoQ;liner shipping;service quality;fuzzy AHP;analytical hierarchy process;FAHP;quality management;container transport;logistics services;customer satisfaction, Asia;ISO 9001;quality standards;cheaper services;terminal handling fees;fee exemption
日期: 2015-03
上傳時間: 2017-03-23T01:11:47Z
出版者: International Journal of Shipping and Transport Logistics
摘要: Abstract:The aim of this paper is to improve service quality of liner shipping companies and investigates the quality function deployment (QFD) in terms of quality assessment method. Liner shipping is particularly characterised by the container transportation and the wider organisation including other logistics activities. The major customers of the logistics services are the industrial clients. The customer satisfaction is a key managerial task since competitiveness is a growing issue in the liner shipping industry. The QFD is one of the unique procedures to expose the requirements of customer and transform them into managerial tasks by cross–correlation analysis between requirements and technical measures. The empirical study is performed to investigate service quality of Asian liner shipping industry by focusing on a group of anonymous leading liner shipping companies. One of the major finding is the customer of liner shipping service tends to purchase a complete transport service including other logistics services. The important technical measures are the implementation of ISO 9001 framework, cheaper service and exemption on terminal handling fee.
關聯: 7(2), pp.221–242
顯示於類別:[運輸科學系] 期刊論文


檔案 描述 大小格式瀏覽次數



著作權政策宣告: 本網站之內容為國立臺灣海洋大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,請合理使用本網站之內容,以尊重著作權人之權益。
網站維護: 海大圖資處 圖書系統組
DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋