Article: Assessing port service quality by process component: the case of Korean and Chinese ports Journal: International Journal of Shipping and Transport Logistics (IJSTL) 2013 Vol.5 No.2 pp.137 - 154 Abstract: Studies on port service quality are quite limited and so far no study has yet been done to develop a measurement of port service quality by port service process component from the perspective of the shipping lines. The objective of this study is to develop a measurement of port service quality by port service process component and to evaluate the service levels of competing container ports in Korea and China. Using literature review, confirmatory factor analysis and analytic hierarchy process method based on 82 respondents, the findings reveal that the Chinese ports enjoy a higher service level than the Korean ports due to their higher scores in timeliness and price acceptability, which are most critical factors in port service quality. The current empirical study is a meaningful experiment integrating port service quality factors and port service process and consequently, can present more detailed information about the strengths and weaknesses of each port and provide a more useful basis to improve their service competitiveness. Inderscience Publishers - linking academia, business and industry through research

Title: Assessing port service quality by process component: the case of Korean and Chinese ports

Authors: Sang-Yoon Lee; Jose L. Tongzon; Young-Tae Chang

Addresses: Graduate School of Logistics, Inha University, 253 Yonghyun-dong, Nam-Gu, Incheon, 402-751, Korea ' Graduate School of Logistics, Inha University, 253 Yonghyun-dong, Nam-Gu, Incheon, 402-751, Korea ' Graduate School of Logistics, Inha University, 253 Yonghyun-dong, Nam-Gu, Incheon, 402-751, Korea

Abstract: Studies on port service quality are quite limited and so far no study has yet been done to develop a measurement of port service quality by port service process component from the perspective of the shipping lines. The objective of this study is to develop a measurement of port service quality by port service process component and to evaluate the service levels of competing container ports in Korea and China. Using literature review, confirmatory factor analysis and analytic hierarchy process method based on 82 respondents, the findings reveal that the Chinese ports enjoy a higher service level than the Korean ports due to their higher scores in timeliness and price acceptability, which are most critical factors in port service quality. The current empirical study is a meaningful experiment integrating port service quality factors and port service process and consequently, can present more detailed information about the strengths and weaknesses of each port and provide a more useful basis to improve their service competitiveness.

Keywords: port service quality; service process components; Korean ports; Chinese ports; service quality; port services; confirmatory factor analysis; CFA; analytical hierarchy process; AHP; Korea; China; timeliness; price acceptability.

DOI: 10.1504/IJSTL.2013.053234

International Journal of Shipping and Transport Logistics, 2013 Vol.5 No.2, pp.137 - 154

Received: 30 Aug 2011
Accepted: 05 Sep 2012
Published online: 28 Feb 2014 *

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Title: Assessing port service quality by process component: the case of Korean and Chinese ports

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