Service quality gaps of business customers in the shipping industry

Kee Kuo Chen; Ching Ter Chang; Cheng Sheng Lai

doi:10.1016/j.tre.2008.02.005

Service quality gaps of business customers in the shipping industry

Kee Kuo Chen^*, Ching Ter Chang, Cheng Sheng Lai

^*Corresponding author for this work

Research output: Contribution to journal › Journal Article › peer-review

78 Scopus citations

Abstract

This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.

Original language	English
Pages (from-to)	222-237
Number of pages	16
Journal	Transportation Research Part E: Logistics and Transportation Review
Volume	45
Issue number	1
DOIs	https://doi.org/10.1016/j.tre.2008.02.005
State	Published - 01 2009
Externally published	Yes

Keywords

CFA
MANOVA
SERVQUAL
Service quality

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1016/j.tre.2008.02.005

Cite this

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title = "Service quality gaps of business customers in the shipping industry",

abstract = "This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.",

keywords = "CFA, MANOVA, SERVQUAL, Service quality",

author = "Chen, \{Kee Kuo\} and Chang, \{Ching Ter\} and Lai, \{Cheng Sheng\}",

year = "2009",

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doi = "10.1016/j.tre.2008.02.005",

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TY - JOUR

T1 - Service quality gaps of business customers in the shipping industry

AU - Chen, Kee Kuo

AU - Chang, Ching Ter

AU - Lai, Cheng Sheng

PY - 2009/1

Y1 - 2009/1

N2 - This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.

AB - This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.

KW - CFA

KW - MANOVA

KW - SERVQUAL

KW - Service quality

UR - https://www.scopus.com/pages/publications/57349191072

U2 - 10.1016/j.tre.2008.02.005

DO - 10.1016/j.tre.2008.02.005

M3 - 文章

AN - SCOPUS:57349191072

SN - 1366-5545

VL - 45

SP - 222

EP - 237

JO - Transportation Research Part E: Logistics and Transportation Review

JF - Transportation Research Part E: Logistics and Transportation Review

IS - 1

ER -

Service quality gaps of business customers in the shipping industry

Abstract

Keywords

UN SDGs

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