Institute of Transportation, MOTC

Po Yen Cho, 2008.01
Department of Transportation Technology and Management
National Chiao Tung University

　　This study investigates the factors affecting customer satisfaction in freight industry. Based on the performance model offered by Stank et al. (2003), performance divides into operational performance, relational performance and cost performance.

　　Performance treats problems at outcome perspective, and is lack of discussig about process. By referring some quality study, we found factors about process and bring interaction quality and environment quality into discussion. Investigative target is B2B customer and questionnaires are collected by mail. After testing study model by SEM, the research result shows that relational performance is the main factor affecting customer satisfaction. The effect interaction quality on relational performance and environment quality on customer satisfaction are significant.
　　Furthermore, we used freight companies and geographical locations to do segmentation analysis. We also analyze moderator effects of transportation charges per month, fragile goods or not, and need for special car service or not. Finally, we discussed managerial implications to freight company, and provided some research suguessions for future studies.