1.1 Research Background
Wan Hai Lines (M) Sdn Bhd in Penang is one of branches of Wan Hai group which headquarter in Taiwan. Wan Hai Lines started its branches in Penang in year 1992 with its core business provided shipping services to handle import and export shipments from port to port (CY to CY) . They are mainly targeted short haul services whereby arrange shipment to / from Asia Pacific countries such as China, Hong Kong, Taiwan, South East Asia and etc. Wan Hai Penang was experienced very good time and fast growth during 90’s and 2000’s before economy crisis in year 2008. They were one of top volume carrier in short haul area in Penang. Fast growth was mainly due to less in supply and competitiveness during 90’s & 2000’s in Penang .
However, during economy crisis in year 2008 till now, they faced very tough challenges and also the increasing of supply where most of shipping companies have offered same services and delivered new ship with huge capacities. Increased of competitiveness where supplies exceed demands caused price war in the industry. In order to retain, acquire and extend customers, Wan Hai Lines need to adopt price strategy to attract customers’ supports. Furthermore, the impact of price war caused decrease in revenues while cost of operating keeps on increasing from time to time such as bunker fuel price. Wan Hai Lines is currently facing very tough challenges to overcome the obstacles.
Apart from freight rates competition, overall service quality is important for customers’ retention, acquired and extension. With the management slogan of “We Carry, We Care” in mind, Wan Hai is devoted to providing high quality service to their customers. They are committed to providing punctual schedules and personalized ser...
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...e current grievances or satisfactory services for further improvements. In the same time, customers will understand the reasons for the difficulties faced by shipping companies for unable to fulfil their expectations through feedback after the survey.
1.5 Scope of the Study
Wan Hai Lines, a shipping company was selected as an area for the study of business-to-business service quality because of its growing role in Penang. It is a maritime transportation service widely used by companies for export and import purpose around the world. Moreover, Penang port was seen as ideal location for this study. This study shall include the customer groups of shipping sectors from Penang. Industrial customers shall be selected randomly to participate in the survey to identify and measure their expectations and to what extend Wan Hai Lines the customers’ expectations are fulfilled.
Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality , 19 (3), 350-372.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
At [company name], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.
Listening and active listening: we have to listen our customers why they don’t happy with our service what we have to do for improve our service, get the feedback from customers and write down a note.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
...to specific areas where additional work is necessary. Finally, their comments from their customers have both reflected a positive. trend in certain process improvements and alerted them to areas. needing improvement.
During 19991-1992, Modiluft, East West and Damania went bankrupt. Air Sahara and Jet Airways survived along with government own Indian Airlines because they had the capability to bear losses. Globalization and privatization had a major impact on aviation industry. Indian aviation industry was deregulated by the government in 1990s. As a result now 14 airlines are operating today in Indian sky. Now, collaboration with international organization and foreign direct investment are welcome to improve infrastructure and technology. Today people who can not afford high prices of Full Service Carriers (FSC) can travel by Low Cost Carriers (LCC) or budget airlines. Air Deccan was India’s first LCC started in 2003. It flies to several metro and non-metro destinations. All airlines have three major fixed costs i.e. fuel costs, financing or aircraft lease and labour cost. But LCC costs are 10 to 15 per cent lower than FSC. This is because of three reasons. Firstly, saving on distribution cost as passengers book tickets on the internet. Secondly, no frills are offered on board. Thirdly, to accommodate additional seats, catering and cabin crew space in these aircraft has been used. So these aircraft have 40 seats more than the FSC.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Residential business sector size is evaluated to be 670mn kg, which has been developing at around 3-4% p.a. The relative offer of fares has declined because of speedier
Our interactions with the customer, the promises made to the customer in these conversations, the customer's expectations generated in these conversations, and the actions we take that are consistent with those expectations combine to produce a declaration of satisfaction when we ask.
As a solution for these issues, ensuring the shipments meet the daily cut-off schedule. Customers are to be informed proactively if there are any flight delays so that customers can give further instructions or they can make other arrangements. For customs issues, customers are to be educated of the different countries customs requirements and to notify customs delay.
Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.
In addition, the Port of Singapore should continually improve on its service standards such that it increases Singapore’s attractiveness as a port. Although Singapore’s port may be slightly behind its rivals, but it has a reputation for good service as compared to other ports (Tan, 2015). The Port of Singapore should capitalise on its advantage and seek to improve their service standards further, enhancing its strengths and as such increasing its attractiveness, allowing for the growth of the maritime industry in the long run.
Customers have become ever more demanding when it comes to service, experience and delivery of their purchases. Consumers want their goods delivered to their doorstep in the fastest and most convenient and effective way possible.