试析决定海运服务企业成果的因素

在新贸易保护主义思潮的影响下,国际海运业的竞争日趋激烈,海运服务企业也面对着激烈的国际竞争。而通过实证研究海运服务企业服务的质量、顾客满意度对海运服务企业经营成果的影响,结果发现,海运服务企业投资越大,获得的信任度就越高;往来企业之间的信任度越高,满意度就越高;海运服务业之间的信任度和满意度越高,其经营成果就越好。因此,海运服务企业必须不断提高顾客的信任度和满意度,以此来提高企业的经营成果。

A Study on the Determinants of Performance on the Ocean Service Firms

The objective of this study is empirically to test a research model that attempts to explain how business customer's perceptions of relational characteristics factor influence the performance.This study analyzes that relational characteristics factor would have influence on the satisfaction,loyalty and performance,and satisfaction and loyalty would have influence on performance.Results of this study show that relational characteristics factor has positive relationships with trust,trust has positive relationships with performance.Thus,this study can be applicable to diagnosing the ocean service business and establishing strategies for performance in ocean service business.Also this study contributes to the field of marketing by developing the concept of trust,satisfaction and loyalty in the ocean service.The practical implications are also discussed.