A study of logistic service quality in a container terminal operations
| dc.contributor.author | Kaleappan, C. | |
| dc.date.accessioned | 2014-07-24T07:23:19Z | |
| dc.date.available | 2014-07-24T07:23:19Z | |
| dc.date.issued | 2006 | |
| dc.description.abstract | The study is focused on the satisfaction level of the container terminal main users. The main users of the container terminal are the shipping agent, forwarding agent, hauliers and others. The unit of analysis was individual operations staffs from the main users of the container terminal. The dependent variable was satisfaction and the independent variable was personal contact quality order release quality, information quality, ordering procedures, order accuracy, order condition, order quality, order discrepancy handling and timeliness. Total number of questionnaires distributed personally was 150 and the number of questionnaires collected back was 128 of which 116 questionnaires was useable. The model used in this study was “The Logistic Services Quality “.A reliability analysis and regression analysis was carried out. The study was to develop a clear understanding of the key factors that influences container terminal user’s satisfaction level. To identify important attribute of container terminal service quality towards customers satisfaction that could be used as an early warning system for container terminal operators. The finding of the study showed that the logistics service quality model is a reliable model to study satisfaction level in the container terminal operation. It was also found that for the independent variable timeliness, information quality, order condition and order accuracy are the main concern of the users. As for the overall satisfaction level, the main concern of the users is the personnel contact quality. Where by, how the personnel’s try to resolve problems encountered by the users. Also, the knowledge and experience of the personnel’s are the factors which influence the satisfaction level of the users. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/26 | |
| dc.language.iso | en | en_US |
| dc.subject | Logistic Service | en_US |
| dc.subject | Business Administration | en_US |
| dc.title | A study of logistic service quality in a container terminal operations | en_US |
| dc.type | Thesis | en_US |
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