A Study of Service Quality and Customer Satisfaction of Harbor Tug for Carrier-A Case of Taipei Port

• Main Authors: Yi-Jiun Chen, 陳怡君
• Other Authors: Ki-Yin Chang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/38776680531790509706

碩士 === 國立臺灣海洋大學 === 商船學系所 === 98 === The primary task of tugs is to assist vessels in berthing and departing from harbor. Due to the number and the size of vessels continue to increase, and then the efficiency of tugs can impact on vessel operations. However, there is no assessment criterion for tugs, so it is necessary for normalizing it. I adopt questionnaire survey. The objective of the study is to find out the relationship between service quality and customer satisfaction on harbor tugs. The result demonstrates that the service quality of harbor tug consists of five dimensions： management, operating efficiency, ability of assignment, service of assignment and operating requirement. In addition, it proves that the quality of conception service is the determinant, and it has significant positive correlation with the customer’s satisfaction. There are other variables related to the customer satisfaction, such as route, job, type of vessel, and gross tonnage. There is significantly discrepancy between the carrier’s expectation and the satisfaction of the harbor tug’s service quality.Then the important performance analysis finds out nine items as advantages, five items as keep up the good work, seven items as possible overkill and four items as low priority.