Service quality gaps of business customers in the shipping industry

被引：58
作者：
Chen, Kee-Kuo [1 ]
Chang, Ching-Ter [2 ,3 ]
Lai, Cheng-Sheng [1 ]
机构：
[1] Natl Taiwan Ocean Univ, Dept Shipping & Transportat Management, Chilung 202, Taiwan
[2] Dept Informat Management, Changhua 500, Taiwan
[3] Natl Changhua Univ Educ, Changhua, Taiwan
来源：
TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW | 2009年 / 45卷 / 01期
关键词：
Service quality; SERVQUAL; CFA; MANOVA; EXPECTATIONS; PERCEPTIONS; PERFORMANCE; REASSESSMENT;
D O I：
10.1016/j.tre.2008.02.005
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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. (C) 2008 Elsevier Ltd. All rights reserved.
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页码：222 / 237
页数：16
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