Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis.

Autor: Nguyen TQ; Faculty of Tourism & Hospitality Management, HUTECH University, Ho Chi Minh city, Vietnam., Ngo LTT; Post Graduate Department, Dong Nai Technology University, Dong Nai, Vietnam., Huynh NT; Faculty of Economics and Management, Dong Nai Technology University, Bien Hoa, Dong Nai, Vietnam.; Department of Shipping & Transportation Management, National Kaohsiung University of Science and Technology, Taiwan, R.O.C., Quoc TL; Graduate School, University of Finance-Marketing, Ho Chi Minh city, Vietnam.; PhD Candidate, Universite ParisSaclay, Univ Evry, IMT-BS, LITEM, 91025, Paris, Evry-Courcouronnes, Frances., FR., Hoang LV; Faculty of Management, Ho Chi Minh City University of Law, Ho Chi Minh city 700000, Vietnam.
Jazyk: angličtina
Zdroj: PloS one [PLoS One] 2022 Feb 25; Vol. 17 (2), pp. e0264590. Date of Electronic Publication: 2022 Feb 25 (Print Publication: 2022).
DOI: 10.1371/journal.pone.0264590
Abstrakt: It is argued that ports are playing a crucial role in developing nations' economy. Still, solutions to improving port service quality (PSQ) to boost ports' competitive capacity is questionable. Hence, this study aims to investigate port service quality (PSQ) by using integration of the extension Fuzzy Analytic Hierarchy Process and Importance-Performance Analysis (IPA) from port users' perspectives. From the relevant literature and expert interview, the hierarchical structure of PSQ embracing six dimensions with 29 criteria was first established. To test the research model, the Dong Nai port joint stock company (DNPC) and their port-service users were empirically investigated. It is found that: (1) the importance degree of dimensions is ranked as follow: empathy (21.07%), tangibles (20.15%), assurance (15.97%), reliability (15.54%), responsiveness (12.53%), diversity (14.74%); (2) for criteria of PSQ, top five criteria concerned by shipping companies and ocean freight forwarders comprise: "proactive provision of vessel schedules", "cargo handling facilities and equipment", "detailed schedule", "accuracy and consistency of schedules", and "geographical location"; (3) there are four service attributes (SAs) needing to prioritize for improvement, including "perfect transportation of cargos", "ability in dealing with cargo damage", "willingness in helping customers", "provision of special cargo-related services". The practical policy is that port authorities should transfer the limited resources from SAs in Quadrant IV to Quadrant II to enhance the PSQ.
Competing Interests: The authors have declared that no competing interests exist.
Databáze: MEDLINE
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