The effects of digital platforms on customers’ satisfaction in international shipping business

IF 3.2 Q2 BUSINESS
Hui Shan Loh, Jia Le Lee, Yimiao Gu, Helen Shanyin Chen, Huay Ling Tay
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引用次数: 0

Abstract

Purpose

The introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt the technology acceptance model in its survey instrument design to understand and evaluate customer satisfaction of shipping lines’ digital platforms.

Design/methodology/approach

This study used a mixed-methods approach, incorporating quantitative and qualitative research techniques. Primary data were collected through an online survey designed to measure customer satisfaction in relation to the digitalisation initiatives implemented by the shipping lines. Survey respondents comprised professionals who were online platform users, particularly in the instant spot quotation process and blockchain bill of lading.

Findings

The results for both instant spot quotation process and blockchain bill of lading revealed digital trust to be the most influential determinant of customer satisfaction, followed by perceived ease of use and perceived usefulness. There was also a very strong correlation between perceived ease of use and perceived usefulness as well as between digital trust and perceived ease of use. The managerial implications of digitalisation are also discussed.

Originality/value

The adoption of digital tools is gaining traction in the container shipping sector, and there exists a need to investigate the correlation between digitalisation and customer satisfaction. This study offers significant insights to stakeholders in the shipping industry, particularly in designing and implementing user-friendly digital platforms.

数字平台对国际航运业务客户满意度的影响
目的航运业数字化的引入从根本上改变了传统的商业模式。因此有必要调查其对客户满意度的影响。本研究旨在调整调查工具设计中的技术接受模型,以了解和评估客户对航运公司数字化平台的满意度。原始数据通过在线调查收集,旨在衡量客户对航运公司实施的数字化举措的满意度。调查对象包括使用在线平台的专业人士,尤其是即时即期报价流程和区块链提单的用户。研究结果即时即期报价流程和区块链提单的研究结果显示,数字信任是对客户满意度最具影响力的决定因素,其次是感知易用性和感知有用性。感知易用性和感知有用性之间以及数字信任和感知易用性之间也存在很强的相关性。本研究还讨论了数字化对管理的影响。原创性/价值在集装箱航运业,数字化工具的采用正日益受到重视,因此有必要研究数字化与客户满意度之间的相关性。本研究为航运业的利益相关者提供了重要的见解,尤其是在设计和实施用户友好型数字平台方面。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
6.90
自引率
25.80%
发文量
28
期刊介绍: Review of International Business and Strategy is keen to present contemporary and innovative research that proposes new perspectives or challenges existing theories, and that advances the understanding of issues related to international business and global strategy. Themes covered by the journal include (but are not limited to): Internationalization of firms and international entrepreneurship Effects of international environment (political, social, economic and institutional) on international business activities and firm strategies Knowledge transfer strategies and innovation in MNEs Location strategies in international business activities.
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