An Empirical Assessment of Maritime Logistics Service Quality in Myanmar

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.