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Service quality gap between the expectations of shippers and carriers in Asian dry bulk shipping

conference contribution
posted on 2023-05-23, 05:12 authored by Nintin, M, Hong-Oanh NguyenHong-Oanh Nguyen, Stephen CahoonStephen Cahoon
Bulk shipping is a highly competitive market that is subject to volatile freight rates caused by imbalance between demand and supply as well as changes in input costs. As such companies constantly face challenges of being competitive in the market and making profit. This highlights shipping companies’ need to maintain a high level of customer satisfaction and service quality. On the other hand, the service quality expectations of shippers are beyond the terms and conditions of the charter party that often cannot specify the intangible elements of service quality. Although the concept of service quality is not new in dry bulk shipping, it is often not well understood. This paper seeks to evaluate the gap between the service quality expectations of shippers and shipping companies as a way to gain insights into shipping companies’ competitive advantage. In particular, the paper extends previous research on service quality to dry bulk shipping companies in Asia. A survey of both shippers and carriers in Asia covering various factors of shipping services is conducted, data obtained are analyzed to investigate the contribution of these factors to service quality, and the implications for shipping service quality management are discussed. The results of data analysis reveal that gaps between the service quality expectations of shippers and carriers exist, but with varying levels of significance.


Publication title

Proceedings of the International Forum on Shipping, Ports and Airports (IFSPA) 2010


John Jianhua Liu, Tsz Leung Yip, Xiaowen Fu, Adolf K.Y. Ng




978 962 367 716 5


Australian Maritime College


International Centre for Maritime Studies, Hong Kong Polytechnic University

Place of publication

Hong Kong

Event title

International Forum on Shipping, Ports and Airports (IFSPA)

Event Venue

Chengdu, Sichuan, China

Date of Event (Start Date)


Date of Event (End Date)


Repository Status

  • Restricted

Socio-economic Objectives

Expanding knowledge in commerce, management, tourism and services

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