MEASURING SERVICE QUALITY IN THE GREEK'S SHIPPING TRANSPORTATION SECTOR: THE EMERGING GAP IN CUSTOMERS' EXPECTATIONS AND PERCEPTIONS

Damianos P. Sakas and Terzi Marina
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Damianos P. Sakas: Department of Computer and Technology Science, University of Peloponnesse, Praxitelus89-91, Piraeus, 18532, Greece
Terzi Marina: Business Department, Oxford Brookes University, Headington Campus, Gipsy Lane, Oxford OX3 0BP, UK

Chapter 49 in Marketing and Management Sciences, 2010, pp 280-284 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThe purpose of this study is to prove the gap that emerges in the Greek's shipping transportation system when it comes to quality issues. By using the Servqual model as a starting point, the new service quality instrument, ShipServ, is being tested. The research was conducted in Greece with the employment of an integrated approach (both qualitative and quantitative). Interviews and questionnaires were distributed to 52 current customers that have used shipping services within the last three months. The outcomes of the research clearly demonstrate that customers have hierarchy when selecting ferries as a mode of transport; however the hierarchy of dimensions differs greatly between customers' expectations and their level of perceptions.

Keywords: Management, Organizational Behavior, Marketing; Negotiation, Dynamic Models, International Business, Strategic Business, Human Resource, (search for similar items in EconPapers)
JEL-codes: O30 (search for similar items in EconPapers)
Date: 2010
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