Yuen, Kum Fai; Thai, Vinh Van - In: International Journal of Quality and Service Sciences 7 (2015) 2/3, pp. 170-183
Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified...