Shipping and Logistics

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THE CARIBBEAN MARITIME INSTITUTE

FACTORS UNDERLYING CUSTOMERS SPENDING LONG PERIODS OF TIME IN LINES AT SHIPPING AGENTS AND RELATED AGENCIES

Submitted by

DONOVAN WIGNAL

Supervisor:
Mr. Ibrahim Ajaguna

In partial fulfillment of the requirements for the degree of Bachelors of Science in Logistics and Supply Chain Management

Abstract

FACTORS UNDERLYING CUSTOMERS SPENDING LONG PERIODS OF TIME IN LINES AT SHIPPING AGENTS AND RELATED AGENCIES

by

Donovan Wignal

The primary purpose of this research paper is to establish the underlying reasons why some shipping agents are yet to respond with suitable measures to address the problem of customers spending inordinately long periods of time in lines at shipping agents and related companies, waiting to pay their shipping charges. 1) In recent years, it has been observed that the shipping agencies have been faced with many complaints of dissatisfaction from its customers. This comes against the background that the shipping agencies have been featured highly in the WTO 2008 report on the Ease of Doing Business with Jamaica. (http://www.doingbusiness.org/) Customer satisfaction in all businesses, including shipping agencies has implication for the longevity, profitability, image, and stability of the organization and in many instances the country in which they operate. This study should provide the requisite information for the targeted shipping agencies to satisfy their customers while maintaining their share of customers and improving the business image of the country. The shipping agencies also need to watch their competitors closely, and try to find the marketing strategies that position them most competitively. In light of these events, the shipping agencies continue to be faced with chronically dissatisfied customers. 2) Shipping agencies in Jamaica have had to face the pressure of advances in modern technology by the Internet, the effect of Globalization, and the uncertainty of the financial market; and at all times requiring the implementation of new strategies to add value to the customer experience. Achieving sustainable customer satisfaction in the shipping agencies has become increasingly challenging; yet some shipping agents have not responded with suitable measures to address the problem of customers spending inordinately long periods of time in lines – one of the main causes of this dissatisfaction. 3) Based on research done by me and empirical data collected during this study, the shipping agencies seems to be placed in a position in which they need to regain the trust of their customers and to prove that they have an interest or desire to satisfy them. They must respond with efforts and strategies that indicate that it is not business as usual. For this reason, shipping agencies now need to structure their business practices to give them the affordability to institute these well-needed programmes which in fact although may be initially costly will result in better quality customer service in the medium to long term. Providing such services will only be conducive to attracting customers who are more satisfied and loyal, and in the end present a reformed image of doing business in Jamaica. However, there is now an urgent need for such activities to take place to prevent any further decline in our position on the WTO’s rating scale, and to ensure the shipping industry its rightful place in the commercial sector.

Acknowledgements

It is with great dignity and pride that I have accomplished this milestone in my career.

In sharing the joy I would first like to give thanks to the Creator for His guidance and for giving me the desired strength to persevere. My greatest appreciation to the Caribbean Maritime Institute that afforded me the opportunity to complete my studies while working full time. A special thanks to all my tutors, technical support staff, Programme...
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