Evaluation of the service quality of container ports by importance-performance analysis

Port performance in container transport logistics: A multi-stakeholder perspective

“…Stakeholder management at the level of TOCs remains scanty, indicating more attentions should be made for investigating their roles that are significantly important in the landlord port model. There is a clear recognition that TOCs (or terminal) are a key resource in the PA's concerns to meet needs of port users' (especially shipping lines) (Heaver et al, 2001;Robinson, 2002;Song and Panayides, 2008;Lee and Hu, 2012;Hales et al, 2017). In this regard, this study treats TOCs as a key player in the CTLs system and their performance needs to be measured by taking perspectives from different stakeholders.…”

“…Compared to port efficiency and productivity studies, research focusing on port effectiveness was lacking until the mid-2000s. They are fortified by the growing number of studies not only using the SERVQUAL methodology (Ugboma et al, 2007;Pantouvakis et al, 2008;Ugboma et al, 2009) but also using the importance-performance analysis (Brooks et al, 2011;Lee and Hu, 2012;Brooks and Schellinck, 2013). Regardless of the port efficiency and effectiveness studies, they separately dealt with either quantitative indicators or qualitative indicators, indicating the fragmented approach is not sufficient to measure and diagnose port performance (Ha et al, 2017a).…”

“…For the diagnostic or monitoring purposes, the technique makes it possible for decision makers to translate the results into managerial actions for performance improvement. In this regard, IPA has been widely applied for strategy formulation in various areas including tourism (Tonge and Moore, 2007), health services (Abalo et al, 2007), education (Ford et al, 1999), port and logistics (Lai and Cheng, 2003;Lee and Hu, 2012;Brooks and Schellinck, 2013;Schellinck and Brooks, 2013). Notwithstanding its usefulness in applying empirical settings, IPA is still criticised by many practical issues, in particular, such as grid partitions of importance performance matrix (IPM) and importance measurement.…”

“…standardised regression (or correlation) coefficients) using various regression methods (e.g. Matzler et al, 2004;Deng 2007;Lee and Hu, 2012). However, this method has also revealed some drawbacks when it exists multicollinearity, non-linear and/or interaction effects and the negative effect of below-average item performance (Lai and Hitchcock, 2015, p. 245).…”

Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective

“…Lu et al [12] present seven dimensions for a factor analysis to evaluate container terminal service quality, including port facilities and equipment, port cost, customer orientation, IT service, staff service, service efficiency, and general service. Lee and Hu [29] apply an importance performance analysis (IPA) based on Kano's two-dimension quality model to investigate service quality factors, from the perspective of shipping lines, at container ports in Singapore, Shanghai, Hong Kong, Busan, and Kaohsiung. Some studies have applied the SERVQUAL model to measure the service quality of container terminals at Bandar Abbas [7] and Nigerian ports [30].…”