Service Quality And Perceived Service Quality In The Maritime Business Post-Covid-19

Abstract

This study aims to recognize the relationship between the quality of service provided and the perceived quality of the service supplied in the maritime industry after COVID-19. The SERVQUAL Model consists of five key service dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Service quality is a form of the SERVQUAL Model. In recent years, there has been a proliferation of written material on various SERVQUAL Model domains about the maritime industry. In addition, modern researchers have gone to great lengths to investigate the SERVQUAL Model concerning the marine sector. Nevertheless, it is critical to be aware of its implications for society. In light of this, the impact of perceived service quality on customer satisfaction will be discussed throughout this paper. This study is based on a systematic literature review to identify existing approaches in maritime business and to defend and demonstrate the necessity of an organizational resilience management philosophy in marine business management, which aids organizational survival.