Service Quality Evaluation and Ranking of Container Terminal Operators
| Autor: | Sobhan Iranshahi, Neda Golfakhrabadi, Jafar Sayareh |
|---|---|
| Rok vydání: | 2016 |
| Předmět: |
lcsh:HF5761-5780
media_common.quotation_subject Transportation Management Science and Operations Research SERVQUAL Management of Technology and Innovation 0502 economics and business lcsh:Shipment of goods. Delivery of goods Evaluation of Service Quality Quality (business) SERVQUAL Model Business and International Management Marketing TOPSIS media_common Service (business) Service quality Quality of service 05 social sciences Container Terminal Ranking Container (abstract data type) Rajaee Port 050211 marketing Business 050212 sport leisure & tourism |
| Zdroj: | Asian Journal of Shipping and Logistics, Vol 32, Iss 4, Pp 203-212 (2016) |
| ISSN: | 2092-5212 |
| DOI: | 10.1016/j.ajsl.2016.12.003 |
| Popis: | In the service industry, the regular assessment of service quality is considered as a means of promoting the quality of services. Container market is no exception, and the quality of providing service in a container terminal is of prime importance in attracting new customers and maintaining the existing ones. The main aim of present research is to evaluate the quality of service being offered at Shahid Rajaee Container Terminal (SRCT) in Bandar Abbas port. The evaluation process uses SERVQUAL model which is an appropriate tool for measuring the service quality, identifying and analyzing available gaps between service expectations and perceptions. Target population in this research includes customers of SRCT. The standard and customized questionnaires were distributed among 165 samples, out of which 127 (77%) were returned. For the purpose of data analyses, initially the reliability of SERVQUAL model was checked, and then paired sample t-test was performed to reveal any possible gap between expectations and perceptions of respondents. Finally, TOPSIS was used to rank the 9 main container service companies in the SRCT. The results indicated that there are significant gaps between customers’ expectations and perceptions in SRCT, in all five dimensions of services quality. Additionally, from weighing point of view, ‘Tangibles’ was the most important dimension, followed by ‘Reliability’, ‘Assurance’, ‘Responsiveness’ and ‘Empathy’. In addition, ‘Tangibles’ dimension had maximum gap and ‘Empathy’ dimension had minimum gap between customers’ expectations and perceptions. Finally, after ranking companies, BandarAbbas Aria Container Terminal (BACT) Company was ranked first among nine companies in satisfying customers’ expectations. |
| Databáze: | OpenAIRE |
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