A Model for Evaluating the Service Quality of Transshipment Logistics

Abstract

The service quality of transshipment logistics of container port is an important issue in the international trade container transportation industry. The aim of this paper is to construct a SERVQUAL method to evaluate the service quality of transshipment logistics of container port. This assessment model is tested by a case of the port of Kaohsiung in Taiwan. The results show that the assessment model proposed in this paper seems to be promising. Finally, some interesting conclusions and useful suggestions are given to Kaohsiung port to improve the service quality.

Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

“…Responsiveness 7.926 [4] 8.179 [4] −0.253 [2] 1 7.893 [15] 8.177 [14] −0.284 [9] 2 7.978 [10] 8.180 [13] −0.202 [18] 3 7.944 [11] 8.193 [12] −0.249 [11] 4 7.943 [12] 8.171 [16] −0.228 [15] 5 7.873 [17] 8.174 [15] −0.301 [7] Assurance 8.034 [1] 8.222 [3] −0.188 [5] 6 8.000 [7] 8.248 [5] −0.248 [13] 7 8.064 [4] 8.231 [9] −0.167 [19] 8 8.177 [1] 8.240 [7] −0.063 [22] 9 7.897 [14] 8.170 [17] −0.273 [10] Reliability 8.004 [3] 8.238 [2] −0.234 [3] 10 7.888 [16] 8.210 [11] −0.322 [6] 11 7.983 [9] 8.252 [3] −0.268 [11] 12 8.036 [6] 8.24...…”

“…For measuring the service quality, a 22-item questionnaire instrument called SERVQUAL was proposed by Parasuraman et al [1]. Since then, the SERVQUAL questionnaire has been used to analyze service quality within diverse organizations, such as retailing organizations [2], airline industry [3], restaurants [31], hotel [4,23,33], higher education [5,26], urban transportation [6,7], public or private health care [8,9,10,11,27,35], information system [12], e-learning [14], hot spring industry [13,37], condominium management [28,32], Internet service [14,24,29,36], supply chain [15], banking [16]; [21], logistics industry [17], alcohol treatment [34], enterprise resource planning (ERP) systems [18], library [30], telecommunication sector [5], tourism industry [19], online travel agencies [22], after-sale Service in Manufacturing [25], public service [20], crisis and emergency management [38], and so on. But SERVQUAL has not been applied to certification & inspection industry so far.…”