Title: The quality assessment of ro-pax ferries services: research techniques and procedures

Authors: Iouri N. Semenov; Ludmiła Filina-Dawidowicz; Anna Wiktorowska-Jasik; Daria Możdrzeń

Addresses: WSB University in Poznań, Str. Powstańców Wielkopolskich 5, 61-895 Poznań, Poland ' Faculty of Maritime Technology and Transport, West Pomeranian University of Technology, Szczecin, Poland ' Faculty of Maritime Technology and Transport, West Pomeranian University of Technology, Szczecin, Poland ' Faculty of Maritime Technology and Transport, West Pomeranian University of Technology, Szczecin, Poland

Abstract: The rapid increase in worldwide trade and mobility influence the need to provide high-quality transport services and adapt them to demands and requirements of consumers. This issue is also observed in ferry freight shipping. The article aims to elaborate a methodology for collecting, processing and analysing information on the preferences of ferry lines customers in order to increase the level of their satisfaction. The proposed methodology is based on methods of statistical analysis. The case study of the Baltic Sea region has been considered. The ways of selected ferry line operating within the Baltic Sea region and providing information support for its customers were analysed using marketing research techniques and procedures. The results achieved give the possibility of assessing the perception of these services by customers, acquiring knowledge on their preferences, level of satisfaction with quality of provided services, as well as indicating the promotional directions.

Keywords: ferry shipping; passenger and freight transport; quality of services; customer satisfaction; information analysis.

DOI: 10.1504/WRITR.2021.117665

World Review of Intermodal Transportation Research, 2021 Vol.10 No.3, pp.202 - 224

Received: 18 Sep 2020
Accepted: 09 Mar 2021
Published online: 20 Sep 2021 *

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