A Study on the Service Quality for Shipping Industry

해운산업의 서비스품질에 관한 고찰

Under the competitive environment of shipping industry, the improvement of the quality of shipping service could be one of the most important factors to be considered in the recent shipping industry. However, there has been little study on the clear concept of the service quality in the shipping so far. The subject of this study is to define the concept of the service quality in the shipping by way of making investigation into the related precedent literatures studied. The quality of service is recognized in general as a degree of gap between the customer's expectation and the perception. Therefore the service quality of shipping could be measured by evaluating the gaps between shipper's expectation and performance of shipping service. If the determinants of the service quality in the shipping are proved, and the discrepancies of expectations and perception between the shipping company and the shipper could be clarified, such a result would be an useful help to establish marketing strategy.