An Analysis of the Technology, Service Quality, and Relevance for CSBC Corporation: Taiwan’s Installation of Scrubber Systems

Abstract

Shipping by sea is the most cost-effective way of shipping globally; yet, ship emissions make up 10% of global emissions. That means ocean freight is key to maintaining the global economy that we are accustomed to and if we do not deal with the emission problems of ships, the global industrial economy of the shipping industry will not be sustainable. In view of the importance of marine environmental conservation, the International Maritime Organization (IMO) has adopted a comprehensive set of regulations to support the implementation of emission standards for marine fuel oil, limiting sulfur to 0.5% or less. For this paper, a survey was conducted by Taiwanese carriers based on quality management system architectures, to explore the following factors using the Kano two-dimensional quality model, the importance performance analysis (IPA), and the revised decision-making trial and evaluation laboratory (RDEMATEL) to define the attributes, importance, satisfaction, and correlation that influence carriers’ choice of installing scrubber. The China Ship Building Corporation, Taiwan (CSBC) is the largest ship builder in Taiwan. Finally, the complete infrastructure is the primary area of service quality improvement for CSBC scrubber installation; the operators’ technical skill is the most influential factor, and shipyard operational efficiency is the main affected factor.