Service quality determinants of the container haulage industry: an empirical study in Malaysia

The international shipping trade has emerged to be a growth enabler of globalisation, playing a crucial role in the economy and development of many countries, such as Malaysia. To support the industry, the Malaysian Government liberalised policies to develop the container haulage industry, but some issues still exist. The present study focuses on retention behaviour of consignees who use container haulage services in major Malaysian ports. The findings reveal that customers retain the same container haulage company provided overall service quality is maintained at an acceptable standard. The safety and security of goods transported by haulage companies are the highest priorities of customers. However, customers also reported that haulage service providers need to show professionalism in human resources competency, employee‐customer relations, appropriate pricing for expected service delivery, and information databases.