The impact of maritime service quality on employee satisfaction by seafarers rank: evidence from a global survey grounded on ERG theory

Abstract

PurposeThis study aims to reveal the constituents of seafaring service quality (physical and social environment) and their effects on seafarer employee satisfaction (job satisfaction and turnover intention) and analyse any differences among seafarer ranks. Literature on service quality has overlooked the transportation sector and seafaring in particular.Design/methodology/approachSeafaring service quality is measured by the workplace environment constituted of physical and social environments. Two types of employee (job) satisfaction were explored: overall job satisfaction and turnover intention. This study is based on a unique, large survey based on the Existence-Relatedness-Growth (ERG) needs theory. An exploratory factor analysis revealed four physical environment factors (Ship conditions, Communication facilities, Nautical health and Living conditions) and four social environment factors (Social fit, Team cohesion, Ship company support and Intercultural environment). Multi-group regression analysis assessed the effects of seafaring service quality on employee satisfaction.FindingsThe social environment has stronger effects than the physical environment on job satisfaction but not on employee retention. Team cohesion has strong effects on employee retention, while social fit has stronger effects on overall job performance. Seafarer ranks showed significant variations. The physical environment matters for 2nd engineers' and cadets’ job satisfaction but not for ratings, masters and chief officers. Team cohesion is significant to master, chief officer, engineer and cadet ranks but not for junior officers and ratings. Social fit has stronger effects on overall job performance than employee retention, particularly for ratings, cadets, master, chief officer and chief engineer ranks. Ship company support has the stronger effect on overall job satisfaction among all workplace factors; this is also observed across all ranks.Research limitations/implicationsMotivation theories like the ERG theory can help understand service quality and employee satisfaction in the maritime sector; future studies should examine more behaviour variables/constructs from these theories.Practical implicationsMaritime companies can offer better services to seafarers, who are considered as key workers, by customising their interventions to specific seafarer ranks and developing a supportive culture that improves seafarer well-being.Originality/valueThis study examined the overlooked topic of maritime service quality based on a large-scale survey grounded on ERG theory and reveals how the physical and social environment has different effects on seafarer job satisfaction and retention.