Title: Examination of importance and range of comprehensive service for refrigerated containers in seaports

Authors: Ludmiła Filina-Dawidowicz; Teresa Gajewska

Addresses: Faculty of Maritime Technology and Transport, West Pomeranian University of Technology, Szczecin, Poland ' Faculty of Mechanics, Section of Logistics Systems, Cracow University of Technology, Cracow, Poland

Abstract: The article concerns the problems of comprehensive service for refrigerated cargo performed at maritime container terminals. It aims to determine the services range forming the comprehensive service of refrigerated containers in seaports and to examine the opinion of container terminals on customer satisfaction with the complexity of handling refrigerated containers. An approach to assess the customer satisfaction with the complexity of handling refrigerated containers has been proposed. The results of the survey conducted at five Polish maritime container terminals have been analysed. The research revealed that according to the seaports opinion the comprehensive service is important for their customers. The high-level customer satisfaction and shorter service time are the main benefits of service. The importance rating for services groups within comprehensive service of analysed cargo has been analysed. It was stated that seaports need to strengthen the implementation of logistic services group for refrigerated containers under their comprehensive service.

Keywords: comprehensive service; customer satisfaction; refrigerated containers; quality of services; seaports.

DOI: 10.1504/IJAMS.2018.089945

International Journal of Applied Management Science, 2018 Vol.10 No.1, pp.26 - 43

Received: 02 Sep 2016
Accepted: 14 Jan 2017

Published online: 08 Feb 2018 *

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