ABSTRACT
This chapter aims to determine the service quality perception of Turkish shippers in terms of "expectations" and "service performance" and investigates the dimensions of service quality in the case of a business-to-business service. The technical dimension of quality is related to what the customers receive in their interactions with the firm and mainly covers the activities within the technical core of the service process. The functional dimension of quality is related to how the customer receives the service and covers the contact personnel and physical facilities. The Service Quality Model developed by Parasuraman et al considers the difference between the expectations of customers and service performance in order to measure service quality. Container transport companies serve organisational markets and not a customer but the buying centre plays an important role in performance evaluation. Considering this fact, measurement of service quality within container transport services is relatively different compared with consumer markets.
