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dc.contributor.authorYeo, GT
dc.contributor.authorThai, VV
dc.contributor.authorRoh, Saeyeon
dc.date.accessioned2019-01-21T14:37:49Z
dc.date.available2019-01-21T14:37:49Z
dc.date.issued2015-12
dc.identifier.issn2092-5212
dc.identifier.urihttp://hdl.handle.net/10026.1/13193
dc.description.abstract

Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers - shipping lines and cargo owners - and result in their dissatisfaction. However, what constitutes port service quality (PSQ) and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA). Partial least squares structural equation modeling (PLS-SEM) was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers' satisfaction and justify investments in the quality management of port services.

dc.format.extent437-447
dc.languageen
dc.language.isoen
dc.publisherElsevier BV
dc.titleAn Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports
dc.typejournal-article
dc.typeJournal Article
plymouth.issue4
plymouth.volume31
plymouth.publication-statusPublished
plymouth.journalThe Asian Journal of Shipping and Logistics
dc.identifier.doi10.1016/j.ajsl.2016.01.002
plymouth.organisational-group/Plymouth
plymouth.organisational-group/Plymouth/Faculty of Arts, Humanities and Business
plymouth.organisational-group/Plymouth/Faculty of Arts, Humanities and Business/Plymouth Business School
plymouth.organisational-group/Plymouth/REF 2021 Researchers by UoA
plymouth.organisational-group/Plymouth/REF 2021 Researchers by UoA/UoA17 Business and Management Studies
plymouth.organisational-group/Plymouth/Users by role
plymouth.organisational-group/Plymouth/Users by role/Academics
dc.rights.embargoperiodNot known
rioxxterms.versionofrecord10.1016/j.ajsl.2016.01.002
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/all-rights-reserved
rioxxterms.typeJournal Article/Review


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