Track: Service Engineering and Service Management

Abstract

The purpose of this study is to investigate customer service performance in shipping company. In addition, the study aims to explore the relation between maritime service capabilities to customer service performance. This research was carried out on a sample of 87 samples of user of shipping company located in Indonesia. The structured questionnaires were used to obtained data from respondents. Data were analyzed through exploratory and the confirmatory factor analyses, while the hypothesized relationships were determined through regression analyzes. The current study contributes to the literature by examining for the first time the customer service performance relationship with maritime service capabilities. Furthermore, this is the first study that attempts to investigate the way the dimensions of maritime service capabilities predict the customer service performance in shipping company. The results shows that innovation ability and speed and reliable ability are having a positive and significant effect to customer service performance. The flexibility ability has no positive and significant effect to customer service performance.