Title: Assessing service quality perceptions at Indian dry ports: stakeholder's perspective via AHP

Authors: Kannan Kumar; Ram Singh

Addresses: Indian Institute for Foreign Trade, New Delhi, 110016, India ' Indian Institute for Foreign Trade, New Delhi, 110016, India

Abstract: This study evaluates service quality at Indian dry ports using the SERVQUAL framework and analytic hierarchy process (AHP). The analysis focuses on five dimensions - Responsiveness, Reliability, Assurance, Tangibles, and Empathy - revealing that Responsiveness (31.5%) and Reliability (29.9%) are most critical, while Tangibles (13.8%) and Empathy (5.7%) are less prioritised. Stakeholder preferences varied - port operators prioritised operational efficiency, port users valued timeliness and problem resolution, and policymakers emphasised safety and compliance. Preferences also shifted based on the type of goods handled, with high-value goods users prioritising responsiveness and low-value goods users focusing on reliability. The findings call for tailored strategies, including balancing investments in infrastructure, enhancing customer-centric services, and adopting digital solutions. By aligning service delivery with diverse stakeholder needs, Indian dry ports can boost competitiveness, drive export growth, and support India's broader economic goals. The study offers actionable suggestion to all stake holders for improving the service quality of Indian dry ports.

Keywords: AHP; analytical hierarchy process; SERVQUAL; dry ports; logistics; multi stakeholder.

DOI: 10.1504/IJLEG.2026.154429

International Journal of Logistics Economics and Globalisation, 2026 Vol.11 No.3, pp.218 - 243

Received: 10 Feb 2025
Accepted: 10 Apr 2025
Published online: 29 Jun 2026 *

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