Evaluating quality improvemeiit of service recovery for ocean freight forwardes in Taiwan

Abstract

The main purpose of this study aipis to evaluate the quality improvement of service recovery for ocean freight forwarders (F/Fs) in Taiwan. To facilitate the concepts of measuring quality improvement of service recovery, a systematically-integrated method is employed to evaluate the proposed issue. An empirical analysis is conducted to evaluate the quality improvement of service recovery. The first finding shows the freight or cost, compensation for cargo damages and the accuracy of shipping schedule are the most three criteria of service quality needed to be improved. The second finding shows the strengthening of education and training for employees, swift response and establishment of SOP are three best solutions of service recovery to be executed in the future. © 2012 Asian Network for Scientific Informaction.