Service quality as a differentiating feature in bulk chemical transportation: An empirical investigation

The objective of this study is to conduct an exploratory investigation of service quality in bulk chemical transportation. The research identifies key service quality criteria and examines how bulk motor carrier performance compares with shipper service quality expectations.;A questionnaire was mailed to 1,109 transportation managers with domestic chemical and allied product manufacturers. Importance rating scales were utilized to determine the relative importance of various service quality determinants as carrier selection criteria for shippers of bulk chemical products. Traffic executives were also asked to compare service quality expectations with perceptions of tank truck carrier performance. Critical problems in the bulk transportation industry were identified.;The research provides insights for management of both bulk chemical shippers and tank truck carriers. Results of quantitative analyses will assist each in development of strategic customer service plans. Data on the relative importance of key service quality factors offer tank truck carriers knowledge of which service features must be provided. Moreover, comparison of actual carrier performance with service quality expectations identifies where critical differences exist. Also described are factors with potential to affect the magnitude and direction of differences between shipper expectations and carrier performance.;A void in the literature is filled by this research as bulk transportation theory has been neglected. Analytical work declined as the need for such research has grown. The increasing importance and economic significance of the bulk transportation industry has resulted in a crucial need for comprehensive investigations. This study serves to examine questions about the discipline as well as provide insights on areas heretofore unexplored. Further empirical analyses of the service quality dimension in bulk transportation are anticipated.