B2B services quality through the industrial services marketing: Insights from the container port industry in Morocco
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 2
Abstract
Many studies have been carried out to establish the factors that determine the competitiveness of a container port. From reviewing numerous marketing studies, discussions and literature over the last 50 years, it is clear that little has been written for the case of marketing in the seaport sector. The ultimate objective of this paper is to assess previous researches in industrial services marketing and apply them in the context of seaport sector. The four-dimensional model of the perceived quality of industrial services was the framework of this study. The data are based on in-depth interviews. In conclusion, we found that the four qualitative dimensions are correlated, it is sufficient that one of them is failing to ensure that all of the seaport quality system is challenged and / or that clients are dissatisfied. However, the customer`s perception of the four quality dimensions can vary depending on the type of customer, expectations and the relationships established. Hence it is highly recommended to customize the four-dimensional model of service quality according to each market segment.
Authors and Affiliations
Jamal ZOUHAOUI, Said MSSASSI
Keywords
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