The Technology Solutions of Service Quality for Ship Repair Service Providers

Abstract

Ship repair service providers (SRSPs) are divided into repair shops and repair yards. The process of evaluating the service quality of SRSPs is detailed in the ship management and operation procedures held by ship-owners, who must evaluate SRSPs annually to ensure the continued provision of high-quality maintenance and repair services. The high-quality repair services provided by SRSPs can also enhance the strength of ship-owners; ensure the ship successfully passes Flag, PSC, and CLASS inspections; and maintain the ship’s seaworthiness. This study combined fuzzy quality function deployment (FQFD) and grey relational analysis (GRA) to evaluate the service quality of SRSPs. The research findings revealed that “reasonable pricing and discount conditions” and “high-quality repairs and reliability-centred guarantee service” are the technical solutions that must be prioritised by repair shops and yards, respectively. Moreover, the evaluation criteria, technical solutions, and research results discussed in this study provide a reference for ship-owners and SRSPs.