KMI International Journal of Maritime Affairs and Fisheries
Korea Maritime Institute
Article

An Empirical Assessment of Maritime Logistics Service Quality in Myanmar

Swe Swe Zin*, Sarawut Luksanato**, Mana Chaowarat***
*Corresponding Author: Department of Shipping Management, Myanmar Maritime University, Thilawa, Yangon, Myanmar. Email: sszpretty@gmail.com Telephone: +95 9 5143285, +66 9 11798358
**Faculty of Logistics, Burapha University, 169 Long-Haad Bangsaen Road, Saensuk, Chonburi 20131, Thailand
***Faculty of Logistics, Burapha University, 169 Long-Haad Bangsaen Road, Saensuk, Chonburi 20131, Thailand

© Copyright 2021 Korea Maritime Institute. This is an Open-Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/4.0/) which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

Published Online: Dec 31, 2014

ABSTRACT

This research empirically examines the composition of maritime logistics service quality and its impact perceived by both service providers and customers in Myanmar maritime transport industry. With the strong support of exploratory factor analysis (EFA) and structural equation modeling (SEM) analysis, the findings indicate that such a maritime logistics service quality (MLSQ) is represented by the six-dimensional construct consisting of logistics professional skills, resource, process, outcome, service costs, and image along with the associated measurement indicators. In addition, each of the six dimensions of maritime logistics service quality has a significant positive effect on customer satisfaction as well as long-term commitment. The significant direct relationship between customer satisfaction and long-term commitment of the customer to repurchasing intent of the service is also confirmed. Some insights, academic and managerial implications, and limitation of the research are further discussed.

Keywords: Maritime logistics service quality (MLSQ); Dimension; Measurement indicator; Customer satisfaction; Long-term commitment