![]() ![]() This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of competitive intensity in the shipping industry context. Research contributes to the development of the literature on consumer behavior and service marketing. We have also found that the business image is a variable that contributes to a greater significant effect between business reputation and service quality. However, the service quality does not have significant effects on business reputation. In addition, we found that the image of the business significantly influences the reputation of restaurants. The results show that quality in the service has a strong influence on the image of restaurants. ![]() The estimates of the relationships (hypothesis) have been tested through the System of Structural Equations based on the variance with the Partial Least Squares technique. The data collection was conducted during the months of March to June 2016. This research is based on a sample of 202 consumers of five restaurants (franchise type) in the city of Guaymas Sonora, Mexico. Finally, we want to discover the mediation effect of the image between the quality service and the reputation of the restaurants. We also analyze the effect that the business image has on the reputation of restaurants. The purpose of this study is to analyze the effects of quality service on the image and the reputation obtained in restaurants. Further studies on the practicality of the SQ model involving larger sample size and in other regions and for the general and specialized cargoes would be required to enhance its reliability. This study is, however, confined to a small-sized data collected in Singapore and to the bulk commodity context. Meanwhile, the model can also be used by practitioners to receive their customers’ evaluation of their service quality as well as a benchmarking tool for continuous improvement. This research contributes to fill the gap in the existing literature by introducing and validating a new SQ model specifically for tramp shipping. It was revealed that the SQ model of six dimensions of Corporate Image, Customer Focus, Management, Outcomes, Personnel and Technical, and their 18 associated attributes could be used as a reliable tool to measure service quality in tramp shipping. Interviews were conducted with various parties in the tramp sector while a survey using a sample size of 343 tramp shippers and 254 tramp service providers was also conducted with tramp shippers and tramp service providers. The study employs a triangulation approach, utilising literature review, interviews and surveys to develop, refine and verify the SQ model proposed. This study recognises the gap in the existing maritime literature and aimed to propose and validate a service quality (SQ) model to address such a gap. In this respect, however, no prior research has been conducted for this market segment. ![]() As customers increasingly seek value from service providers for low price but yet high quality services, there is a pressing need to understand critically what construe the service quality for the tramp sector. Tramp shipping constitutes a prominent segment of the shipping market.
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