| Summary: | 碩士 === 國立臺灣科技大學 === 管理研究所 === 104 === This study explores the performance of an online cargo tracking system of a container liner. With the development of the Internet, clients can find out the status of a container not only by calling the customer service staff of shipping companies, but also through the cargo tracking system on the container liner’s website. Customers can download the cargo tracking system app of a container liner on their smartphones and then follow the user interface on the phone screen to be updated on the status of a cargo. Shipping companies need to continuously innovate this aspect of e-commerce to maintain a high degree of competitiveness.
This study uses qualitative research method and conducts surveys and interviews with experts. An analysis of the aggregated interviews indicates that shipping companies obtained good results with the implementation of e-commerce. Cargo tracking is the most frequently used function by shippers, even when they use apps. This study suggests that app usage will increase with the popularity of smartphones and various action carriers. Launching apps is an inevitable step and future trend for container liners. The most significant issue is how customers can be informed about this innovative service pattern and change their habits. This study believes that, in the near future, shippers will increasingly use the cargo tracking feature of a container liner’s app.
This study suggests that shipping companies can use job function, position title, and personal habits as three factors to research the potential customer base to ensure effective promotion. This study also recommends investigating the difference among the operating interfaces of shipping companies’ apps in a follow-up study.
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