Service Quality for Ocean Freight Transportation Maersk Line (Thailand) Ltd

The main objective of this study was to study factors that affect service quality of ocean freight transportation of Maersk Line (Thailand) Ltd. The process of this study was gathering information from 100 customers by distributing questionnaire and information from other sources and used to analyze factors that affect service quality of ocean freight transportation as well as level of customer's satisfaction to improve service quality of the company. This study found that the majority of customers are Male, Age 30 ? 39, with Position of Employee who most likely uses the Routing of Intra-Asia for 6 ? 8 years. For Service Quality Factors, only factor of Reliability was in the most satisfaction level while Tangibility, Responsiveness, Empathy, and Assurance were in satisfaction level. From Hypothesis Testing, the study found out that different Sex, Age, Position, Routing, and Using Period have no effect on Customer's satisfaction. It also found out that Service Quality of Tangibility, Reliability, and Empathy are related with Customer's satisfaction at Static Significance Level of 0.05. Therefore, in order to improve service quality of the company, Maersk Line (Thailand) Ltd. should set up reasonable penalty, preparing 24 hour staffs, set up orientation and training for new staffs, and welcome customer's comment to improve the service quality and performance of the company.