Investigating the Effect of Service Quality on Customer Satisfaction: The Case of Mersin International Port

Abstract

Port operations play a crucial role in fostering social and economic progress. The effectiveness and reliability of port services wield considerable influence over customer preferences. Nonetheless, additional scholarly exploration is warranted to grasp the correlation between port service quality and customer contentment. With this objective in mind, this research endeavors to scrutinize the influence of service quality at Mersin Port on customer satisfaction. A survey encompassing 215 Mersin Port users was administered as part of the study. In the study, the ROPMIS model served as the tool to evaluate port service quality. This framework comprises resources, outcomes, processes, management, reputation, and social accountability. The amassed data underwent scrutiny via the statistical tool Smart-PLS 4.1.0. The findings divulge that reputation, social accountability, and management notably impact customer satisfaction with port service quality. This study reveals the impact of port service quality on customer satisfaction, aiding port management in quality improvement.