Are Shippers satisfied with the diversified Provision of Logistics Service by Shipping Companies? : — A Study between the UK and South Korea*

This paper explores the current feature of the service provision in the shipping industry and contributes to a more thorough understanding of the industry. A questionnaire was developed to examine the performance of service providers assessed by international shippers in the UK and South Korea. We find that British shippers are more likely to be satisfied with the diversified service provision than Korean shippers. We also find that three service functions such as Intermodal Co-ordination, Paying Customs Duties, and Issuing the Bill of Lading show a large mean difference of service performance among the service providers. The projected outcome of this research is intended to be a guideline for the future research on this important issue in the container shipping industry.