Vinh V. Thai

Logistics service quality: conceptual model and empirical evidence

There has been very little research done in logistics service on how its quality is defined and attributed. In this paper, we aim to explore the definition of the concept of quality in logistics service and its associated dimensions by constructing a conceptual model and test it empirically. A survey was conducted in Singapore with 2333 logistics service providers and customers from Singapore Logistics Association and Singapores National Shipper Council. A total of 171 questionnaires including 86 from logistics service providers and 85 customers were returned. After the process of exploratory factor analysis followed by confirmatory factor analysis, we found that the revised model of five factors and 20 items of logistics service quality (LSQ) is valid and reliable to measure the quality of logistics service. It was also indicated from the study that the quality of customer focus is deemed the most critical to enhance the perceived LSQ.

Service quality and customer satisfaction in liner shipping

Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted. Findings – SQ in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness and value. Service differentiation by time-related attributes results in greater customer satisfaction than practising cost leadership in liner shipping. Research limitations/implications – Allocation of resources to develop SQ in liner shipping should mirror the priorities established in this research. In addition, the developed measurement model for SQ ...

Skill requirements for logistics professionals: findings and implications

Purpose – The purpose of this paper is to explore the current profile of skills and knowledge of Australian logistics professionals and identify important requirements for the future.Design/methodology/approach – The study targeted the population of 1,300 professional members of the Chartered Institute of Logistics and Transport in Australia, employing the triangulation of both mail survey and in‐depth interview techniques. A total of 147 usable questionnaires were returned and seven interviews conducted. Data were analysed using the SPSS 13.0 software and thematic analysis technique.Findings – It is found that all proposed business‐, logistics‐ and management‐related skills and knowledge are important for logistics professionals. Logistics‐related skill and knowledge set was found to be the area that educational and training institution in Australia should particularly aim at to further equip local logistics workforce with substantial skills and knowledge to perform their job successfully. In addition, u...

Competency requirements for professionals in logistics and supply chain management

With business environments subject to continued rapid change, it is critical that logistics professionals are well trained and equipped with the most relevant and important skills and knowledge. This study aims to explore the current profile of skills and knowledge of logistics professionals and to identify important requirements for the future. Through a survey of logistics professionals in Australia, it is found that all proposed business-, logistics- and management-related skills and areas of knowledge are important for logistics professionals. In addition, the logistics-related skill and knowledge set was found to be the area that educational and training institutions should particularly focus on to further equip the logistics workforce with the skills and knowledge to perform their role successfully.

Revisiting the seafarer shortage problem: the case of Singapore

Earlier in the Baltic International Maritime Council (BIMCO)/International Shipping Federation (ISF) 2005 report, the issue of seafaring shortage had already been identified as a global issue. The most recent BIMCO/ISF 2010 report still highlights that crewing would be likely a future challenge as continuing tight labour market would lead to recurrent shortages for some officers. In this paper, we aim to explore how the shipping industry and its associated seafaring career can be marketed more effectively to enhance its image and attract and increase the supply of suitably qualified seafarers. Several interviews were conducted with regulatory bodies and ship management companies, followed by a survey with students of nautical studies at Singapore Maritime Academy. It is found that those tangible and intangible benefits attached to an Employer of Choice (EOC) such as salary, bonus, good welfare aboard ships and corporate social responsibility are critical to retain seafarers, while efforts to attract students to the seafaring career right from the secondary level should focus on the employment brand that provides a challenging and unique career, stable income and guaranteed employment. This study suggests that employers with a successful EOC strategy will likely develop a strong employment brand that will increase the levels of recruitment and retention. It is also recommended that the tripartism between maritime governing bodies, training institutions and shipping and ship management companies will be essential to the effective attraction and retention of quality seafarer for the maritime industry.

Competencies Required by Port Personnel in the New Era: Conceptual Framework and Case Study

Nowadays, ports have transformed from a purely ship-shore interface into logistical platforms where logistics-related activities occur, and are also important clusters of economic activities. The role of seaports is therefore essential since these transport nodes are important and indispensable for the effective and efficient management of flows of products and information in the supply chain. With this new role, it is critical that port personnel possess necessary competencies to contribute to port efficiency and turn the port into an effective supply chain partner. This research issue is explored through a conceptual model of competencies constructed based on thorough literature review and in-depth interviews and validated by a survey with port personnel both in Singapore and Vietnam. As a result, important managerial insights are drawn to the design and implementation of human resource development policy for ports.

Employment Brand Strategy for the Shortage of Seafarers

The shipping industry is facing a global shortage of qualified seafarers. This research aims to answer two research questions namely how the shipping industry and its associated seafaring careers are currently marketed, and how the shipping industry can be marketed more effectively to enhance its image and attract and increase the supply of suitably qualified seafarers. Methodologies include a survey with current and ex-seafarers being students and lecturers at the Australian Maritime College, and in-depth interview with HR managers of ship management companies in Australia. It was found that the shipping industry has no or negative image in the public while current methods of marketing have very minimal effect. Meanwhile, there is also a gap in perception of seafarers and their employers with regards to the attractiveness of seafaring as a career, especially on career path options. This study recommends the development of an employment brand, providing an initial insight into the first two stages of such a development. It was also found that there is significant opportunity for the shipping industry to differentiate itself from other industries, and change the basis of employment competition for seafarers. It is therefore concluded that it is time for the shipping industry to think proactively.

Perceived competencies required for container shipping logisticians in Singapore and South Korea

Purpose – Managing container shipping logistics requires people with good competencies, especially in the time of new challenges. The purpose of this paper is to validate a new framework of competencies for container shipping logistics professionals. Design/methodology/approach – The competency framework was proposed through a comprehensive literature review process followed by in-depth interviews with senior maritime logistics executives both in Singapore and South Korea. It contains three groups of business-, logistics- and management-related competencies, with each group further being classified into generalist and maritime-specific skills and knowledge. A confirmatory survey was also conducted in both countries. Data were analyzed using the SPSS software and thematic analysis technique. Findings – It was found that all competencies proposed in this framework are important and perceived to contribute to work performance of container shipping logisticians. Findings also revealed that those competencies ...

Knowledge sharing within strategic alliance networks and its influence on firm performance: the liner shipping industry

With increasing ubiquity of globalisation and the knowledge-based economy, the significance of knowledge as a critical firm resource is widely acknowledged, whilst strategic alliances are increasingly employed as instruments for knowledge sharing. The progressive formation of prominent alliance networks has also spurred much research on the effects of alliance networks on firm performance. With scant maritime-related research on such areas and strategic alliances being rampant in liner shipping, it is important to understand the knowledge dynamics within liner shipping alliance networks and examine their impact on firm performance. An exploratory approach, via face-to-face interviews with liner shipping executives, was adopted to obtain detailed insights and understanding for all research objectives. The findings of this study revealed existing mechanisms of knowledge sharing within liner shipping alliance networks, illustrate how information sharing amongst partners enhances firm performance, and demonstrate the positive yet limited moderating effects of geographical proximity on the former relationship.

Critical factors for successful implementation of the ISM Code in some Pacific Islands states

Although the International Safety Management (ISM) Code was fully implemented from July 1st 2002, not all countries signatories to the Code, particularly developing countries such as Pacific Islands states, are successful in the introduction and implementation of the instrument. In this paper, we aim to determine factors that facilitate the successful implementation of the ISM Code particularly for the above-named region. Through a thorough literature review, a model of 11 critical factors for the Code implementation success was proposed. These factors were empirically tested using the triangulation of a survey of a group of maritime administration personnel and shipping companies in Fiji and two indepth interviews with senior officers in the Samoa Maritime Administration during the period June–August 2007. The proposed factors were verified by both survey respondents and interview informants, i.e., that maritime safety awareness rooted in a safety culture, senior management commitment and leadership across organisations and the industry, employee involvement and empowerment, enforcement capability of flag state administrations, application of quality management principles in safety management systems, rationalisation of documentation, among others, are essential to the successful implementation of the Code. This research hopes to contribute to the literature and to provide maritime administrations and shipping companies in the Pacific Islands states with additional reference and information that will help expedite the effective implementation of the ISM Code. The need for future research directions is expressed in this paper. Additional investigations, e.g., conducting the same research in other Pacific Islands states as well as in other developing countries in the Asia-Pacific region, would enhance the validity and reliability of this study’s findings.