Title: Exploring the critical success factor to the ferry transport service in short sea shipping

Authors: Guo-Ya Gan; Cheng-Chi Chung; Hsuan-Shih Lee; Stephen W. Wang

Addresses: Dept. of Shipping and Transportation Management, National Taiwan Ocean University, No.2, Beining Rd., Keelung 202, Taiwan ' Dept. of Shipping and Transportation Management, National Taiwan Ocean University, No.2, Beining Rd., Keelung 202, Taiwan ' Dept. of Shipping and Transportation Management, National Taiwan Ocean University, No.2, Beining Rd., Keelung 202, Taiwan ' Dept. of Shipping and Transportation Management, National Taiwan Ocean University, No.2, Beining Rd., Keelung 202, Taiwan

Abstract: Along with the progress of society, people pay more attention to life quality and have more time for leisure activities. While ferry transport in short sea shipping has relative advantage of economic price, but disadvantage of lower speeds which has resulted in it being ignored for a long time. Firstly, based on factor analysis of survey questionnaires, this study aims to investigate determinants of decisions to be used by ferry transport in short sea shipping. Secondly, this study discusses the gap between expectations and perceptions of ferry transport characteristics. Further, results of gap analysis make a contribution to understanding the difference between supply and demand sides of ferry transport. It is noteworthy that the provision of free food and beverages has become one of the most critical measures for improving the service level of ferry transport. Finally, this study provides some corresponding reference suggestions about customised service for ferry providers.

Keywords: ferry transport services; short sea shipping; SSS; critical success factor; CSFs; Taiwan Strait; ferry services; expectations; perceptions; free food; free drinks.

DOI: 10.1504/IJSTL.2017.083468

International Journal of Shipping and Transport Logistics, 2017 Vol.9 No.3, pp.304 - 322

Available online: 31 Mar 2017 *

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