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This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods to pursue the goal of completely satisfying customers 100 percent of the time are examined. Leadership, aggressive problem solving, problem-solving teams, and assessment of customer service are among the topics reviewed.

The purpose of this study is to evaluate the effect of motivation on job satisfaction and organizational performance in the context of container shipping companies in Taiwan. Four motivation dimensions were identified based on an exploratory factor analysis, including remuneration, job achievement, job security and job environment. In addition, five job satisfaction dimensions were identified, namely: job policy, job autonomy, job workload, job performance and job status. Organizational performance dimensions included financial and non-financial performance.

Factor analysis was used to summarize a large number of motivation, job satisfaction and organizational performance attributes to identify the crucial factors. Reliability tests based on Cronbach’s alpha and corrected item-total correlation coefficients was used to test the internal consistency of questionnaire responses. ANOVA tests were subsequently used to test for differences in respondents’ perception of these factors according to selected demographics. Finally, a multiple regression model analysis was conducted to examine the relationships between motivation, job satisfaction and organizational performance.

Results indicated that remuneration and job performance had a positive effect on financial performance dimensions such as return on assets, turnover growth rate and profitability while job environment and job autonomy had a positive effect on non-financial performance dimensions, such as customer service, employee productivity and service quality.

This study has drawn attention to the importance of the relationships between motivation, job satisfaction and organizational performance in the container shipping context. The findings have significant implications for researchers and shipping practitioners. Despite the existence of research on the inter-relationships between motivation, job satisfaction and organizational performance in other disciplines, no empirical study was discussed in previous shipping or transportation-related research.

This study aims to examine the linkages between port aesthetics, destination image, tourist satisfaction and tourist loyalty in Hong Kong.

To achieve this objective, the authors surveyed 247 tourists in Hong Kong. Using factor analysis and structural equation model (SEM) to identify the constructs of port aesthetics and analyze its relationship with destination image, tourist satisfaction and tourist loyalty.

Five-port aesthetics constructs were identified, namely, leisure and culture, design and cognition, atmosphere, recreational facilities and memory. The results of SEM revealed the following: port aesthetics positively influenced destination image; destination image positively influenced tourist satisfaction; and tourist satisfaction had a positive influence on tourist loyalty. This research also found that the indirect effect of port aesthetics on tourist loyalty via destination image and tourist satisfaction.

While the environmental qualities of a port could potentially affect destination image, tourist satisfaction and loyalty, this study developed and validated a measurement instrument of perceived port aesthetics from a tourist’s perspective. Specifically, this research proposed a structural model to explain the relationships between port aesthetics, destination image, tourist satisfaction and loyalty.

The importance of performance measurement is largely undisputed. There is debate, however, regarding the equivalency of objective and subjective performance measures.This debate has not considered a frequently used subjective measure, satisfaction with performance, to be an important measure independent of its equivalency with objective measures. Using a sample of 368 manufacturing firms, this study found that objective measures explained only a modest amount of variance in satisfaction with performance and that other variables added significantly to the explained variance.These factors included perceived environmental hostility, vulnerability, perceived competitive advantage, and commitment.

This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Despite the importance of the maritime industry in which port is a critical sector in the national economy, there has been no research so far which examines what PSQ entails and how it affects customer satisfaction in the context of Vietnam.

Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction was proposed. A survey questionnaire was then developed and piloted with senior executives who are working in various container shipping lines and logistics companies in Vietnam. The questionnaire was first designed in English and then refined through the process of translation and back-translation to ensure language non-discrepancies. The survey was administered to 200 members of Vietnam Shipowners’ Association, Vietnam Logistics Associations and Vietnam Shippers’ Council. By the cut-off date, 108 questionnaires were received, in which 99 valid replies were used for further analysis.

Results from this study reveal that PSQ is a construct of 4 factors and 16 items, and that enhanced PSQ will positively influence customer satisfaction, in which the outcomes of port service performance and its image would have the greatest impact. Interestingly, most items relating to social and environmental responsibility were dropped, and this result is expected in the context of a developing country like Vietnam.

Findings from this research may enhance port managers’ understanding on areas of PSQ to improve so as to meet and exceed their customers’ satisfaction.

The service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors.

This research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis.

An extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction.

Some studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction.

Going beyond the usual approach of measuring port performance – focusing on the efficiency of port operations – this paper aims to look into shipping lines and other port users’ perceptions on port performance.

The paper develops a framework measuring the perceptions of port users (i.e. shipping companies, shippers, etc.) on port performance. A typology of elements that shape port users’ perceptions has been developed with an eye on capturing the peculiarities of different port markets. Based on this typology, a tool to assess users’ perspectives, and subsequently evaluate, any given port has been developed. The tool provides port authorities the flexibility they need for customized approaches. The developed evaluation mechanism has been tested on a group of European seaports, and the results are presented by this study.

The framework and its pilot application unveil the key parameters that port users take into consideration when evaluating the effectiveness component of port performance. Moreover, the importance and evaluation ratings of specific performance parameters allow for a GAP analysis of the collected data.

The paper advances scholarly and practical discussion on how of port users’ perceptions can be a valuable tool for port performance measurement.

The proposed tool can be a valuable add-on for port authorities to evaluate their performance from the port users’ point of view and take the necessary actions to improve it. Also, the tool can be used for the evaluation of a new process, infrastructure. The evaluation of port users’ perception of port performance can and must be part of a European ports observatory, as it is a set of indicators that clearly reflects the satisfaction of port users by engaging their view on port performance issues, instead of relying almost exclusively on port-generated data.

The paper develops a framework for measuring port user’s perception on port performance, which is flexible and can be applied in any port.

Shipping courses contain much technical and specialist knowledge and present particular challenges for English medium instruction (EMI). This paper aims to investigate both student perceptions of the importance and satisfaction level of EMI in shipping courses in higher education in Taiwan and the perceptions of expert stakeholders through qualitative interviews.

Importance-performance analysis (IPA) is used to gather data on participants’ perceptions of what is (un)important and (un)satisfactory. Based on past studies, four dimensions with 20 items were developed and 121 effective questionnaires were collected. Further, qualitative interviews with expert stakeholders (n = 9) are undertaken to gather data to contextualize and complement the quantitative student data.

Findings show students attributed high importance but low satisfaction to items such as course learning objectives and students’ English level, and low importance and high satisfaction to items such as electronic teaching platform and relevance of subject to practice. Factor analysis and cluster analysis were used to divide samples into three groups. Qualitative interview results confirm many of the quantitative findings but also show where some quantitative findings require more attention or investment when delivering EMI programmes.

Questionnaire samples focus on university students. Other related field samples (e.g. EMI teachers, shipping teachers, English teachers, etc.) could be surveyed and compared in future studies. Qualitative interviews could also be expanded to other stakeholders such as government policymakers.

The findings of IPA in the shipping courses and the qualitative interviews can be used for both teaching design and implementation in related courses by university lecturers and other stakeholders (e.g. policy and decision-makers). Such approaches can enhance students’ learning motivation and teaching performance.

This paper provides important guidance and diagnosis for how to introduce English teaching in shipping courses. Related courses can be further applied in higher education to popularize and promote EMI teaching in shipping and related fields.

EMI has seldom been studied in the context of shipping courses in the past. This paper adopts IPA method and qualitative interviews to complement previous studies and address gaps in recent research. It is expected that the research findings could be adapted and applied in other fields.

This exploratory study examines the financial performance satisfaction of small business owners at two time periods: (1) nearing the end of the Great Recession and (2) three years into economic recovery. In addition to considering small business owners in general, special attention has been paid to women and minority owners. Using independent samples t-tests, results indicate that business owners are more satisfied with their financial performance in 2012 than they were in 2009. However, results were not consistent for all subgroups of the population; differences exist between men and women owners and between Caucasian and minority owners. Whereas men mirrored the results for all business owners, women did not report increased satisfaction in any of the five areas of financial performance examined. Caucasian owners reported increases in four of the five areas of financial health and minority owners saw an increase in only three. The study also provides practical implications and areas for future research.

Job satisfaction is essential in understanding turnover intentions. Previous studies reveal that highly educated hospitality employees generally have lower levels of job satisfaction, indicating that the antecedents of job satisfaction may be different from hospitality managers and frontline employees. This study compared the different antecedents of job satisfaction for housekeeping managers and employees.

This study used a mixed-methods approach for a two-part study. The researchers recruited housekeeping managers for the exploratory survey. The results of open-end questions helped us build a custom dictionary for the text mining of comments from Glassdoor.com. Finally, a multilinear regression of themes from housekeeping employees’ ratings on Glassdoor.com was conducted to understand the antecedents of job satisfaction for housekeeping managers and employees.

The results of the exploratory survey indicated that the housekeeping department has an urgent need for organizational support and training. The text-mining revealed organizational support impacts both managers and frontline employees, while training impacts managers more than employees. Finally, the regression analysis showed compensation, business outlook, senior management, and career opportunity impacted both groups. However, work-life balance only influenced managers.

With a large number of employees at low salaries, housekeeping departments have a higher-than-average turnover rate for lodging. This study is among the first to compare the antecedents of managers’ and frontline employees’ job satisfaction in the housekeeping department, extending Social Exchange Theory. It provides suggestions for the housekeeping department to decrease turnover intentions.