Evaluation of service quality, customer satisfaction and loyalty in marine services industry

The importance of measurement and evaluation of service quality and efficiency in maritime industry, an indispensable instrument of transportation of global trade, has increased drastically in the past 20 years with the influence of the global trends. Especially in the last 10 years, the financial outlook of the global markets had changed dramatically and maybe even permanently. A number of scientific studies, which will contribute to the adaptation to the new financial standards, are yet so few due to the complexity and diversity of the services in maritime industry. This study aims to evaluate the relationship between service quality and customer satisfaction and loyalty of some of the important services in the maritime industry while taking the charactheristics of the industry into consideration. Study will use a service quality scale previously used in a different type of service in maritime industry which was derived from ROPMIS.