Operational efficiency and productivity in container terminals part (II) : service quality and port pricing

With the current trends and technologies, meeting the demands of the ship owners with all sorts of modern technologies and services becomes imperative in order to retain a competitive advantage. The quality of services has become a major factor affecting the customers‟ choice of terminals and ports...

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Main Author: Chan, Sek Yeong.
Other Authors: Teo Chee Chong
Format: Final Year Project
Language:English
Published: 2010
Subjects:
Online Access:http://hdl.handle.net/10356/40380
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-403802023-03-03T17:11:54Z Operational efficiency and productivity in container terminals part (II) : service quality and port pricing Chan, Sek Yeong. Teo Chee Chong School of Civil and Environmental Engineering DRNTU::Engineering::Maritime studies::Maritime management and business With the current trends and technologies, meeting the demands of the ship owners with all sorts of modern technologies and services becomes imperative in order to retain a competitive advantage. The quality of services has become a major factor affecting the customers‟ choice of terminals and ports and especially, main hub ports to be used (Fleming 1997). This paper shows the top 5 segments of “Importance”, “Satisfaction” and “Possible Improvements” in service quality according to the customers‟ demands of PSA Singapore Container Terminals by using Quality Attribute Ranking (QAR), which provides an evaluation of the priority levels of consumer requirement attributes. We would also attempt to explain the reasons for improvement service quality in areas highlighted by the customer. The paper also highlight that the customers expect lower port pricing from PSA Singapore and indicate that there would be high likelihood of customers‟ deflection to other ports if PSA could not meet with the customers‟ demands or its services are found to be unsatisfactory and also demonstrate that PSA Singapore should consider the economic climate before increasing the port pricing for better service quality. The results could provide practical information for PSA Singapore in planning for any future improvements in service quality. Bachelor of Science (Maritime Studies) 2010-06-15T04:06:24Z 2010-06-15T04:06:24Z 2010 2010 Final Year Project (FYP) http://hdl.handle.net/10356/40380 en Nanyang Technological University 79 p. application/pdf
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
language English
topic DRNTU::Engineering::Maritime studies::Maritime management and business
spellingShingle DRNTU::Engineering::Maritime studies::Maritime management and business
Chan, Sek Yeong.
Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
description With the current trends and technologies, meeting the demands of the ship owners with all sorts of modern technologies and services becomes imperative in order to retain a competitive advantage. The quality of services has become a major factor affecting the customers‟ choice of terminals and ports and especially, main hub ports to be used (Fleming 1997). This paper shows the top 5 segments of “Importance”, “Satisfaction” and “Possible Improvements” in service quality according to the customers‟ demands of PSA Singapore Container Terminals by using Quality Attribute Ranking (QAR), which provides an evaluation of the priority levels of consumer requirement attributes. We would also attempt to explain the reasons for improvement service quality in areas highlighted by the customer. The paper also highlight that the customers expect lower port pricing from PSA Singapore and indicate that there would be high likelihood of customers‟ deflection to other ports if PSA could not meet with the customers‟ demands or its services are found to be unsatisfactory and also demonstrate that PSA Singapore should consider the economic climate before increasing the port pricing for better service quality. The results could provide practical information for PSA Singapore in planning for any future improvements in service quality.
author2 Teo Chee Chong
author_facet Teo Chee Chong
Chan, Sek Yeong.
format Final Year Project
author Chan, Sek Yeong.
author_sort Chan, Sek Yeong.
title Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
title_short Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
title_full Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
title_fullStr Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
title_full_unstemmed Operational efficiency and productivity in container terminals part (II) : service quality and port pricing
title_sort operational efficiency and productivity in container terminals part (ii) : service quality and port pricing
publishDate 2010
url http://hdl.handle.net/10356/40380
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