An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports

Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ) and its influence on...

Full description

Saved in:
Bibliographic Details
Main Authors: Yeo, Gi Tae, Thai, Vinh V., Roh, Sae Yeon
Other Authors: School of Civil and Environmental Engineering
Format: Article
Language:English
Published: 2016
Subjects:
Online Access:https://hdl.handle.net/10356/82805
http://hdl.handle.net/10220/40330
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Nanyang Technological University
Language: English
id sg-ntu-dr.10356-82805
record_format dspace
spelling sg-ntu-dr.10356-828052020-03-07T11:43:31Z An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports Yeo, Gi Tae Thai, Vinh V. Roh, Sae Yeon School of Civil and Environmental Engineering Port Service Quality Customer Satisfaction Container Port Korea Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ) and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA). Partial least squares structural equation modeling (PLS-SEM) was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers’ satisfaction and justify investments in the quality management of port services. Published version 2016-03-24T09:06:26Z 2019-12-06T15:05:58Z 2016-03-24T09:06:26Z 2019-12-06T15:05:58Z 2016 Journal Article Yeo, G. T., Thai, V. V., & Roh, S. Y. (2015). An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports. The Asian Journal of Shipping and Logistics, 31(4), 437-447. 2092-5212 https://hdl.handle.net/10356/82805 http://hdl.handle.net/10220/40330 10.1016/j.ajsl.2016.01.002 en The Asian Journal of Shipping and Logistics © 2015 The Korean Association of Shipping and Logistics, Inc. Production and hosting by Elsevier B.V. Open Access funded by The Korean Association of Shipping and Logistics, Inc. Under a Creative Commons license. 11 p. application/pdf
institution Nanyang Technological University
building NTU Library
country Singapore
collection DR-NTU
language English
topic Port Service Quality
Customer Satisfaction
Container Port
Korea
spellingShingle Port Service Quality
Customer Satisfaction
Container Port
Korea
Yeo, Gi Tae
Thai, Vinh V.
Roh, Sae Yeon
An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
description Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ) and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA). Partial least squares structural equation modeling (PLS-SEM) was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers’ satisfaction and justify investments in the quality management of port services.
author2 School of Civil and Environmental Engineering
author_facet School of Civil and Environmental Engineering
Yeo, Gi Tae
Thai, Vinh V.
Roh, Sae Yeon
format Article
author Yeo, Gi Tae
Thai, Vinh V.
Roh, Sae Yeon
author_sort Yeo, Gi Tae
title An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
title_short An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
title_full An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
title_fullStr An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
title_full_unstemmed An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
title_sort analysis of port service quality and customer satisfaction: the case of korean container ports
publishDate 2016
url https://hdl.handle.net/10356/82805
http://hdl.handle.net/10220/40330
_version_ 1681045321453404160