Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam

Phan, Tien Minh; Thai, Vinh V.; Vu, Thao Phuong

doi:10.1108/mabr-01-2020-0003

Cited by 22 publications

(10 citation statements)

References 49 publications

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“…Meanwhile, the correlation coefficients for primary variables, especially the ease of arranging competitively priced shipment and custom clearance along with quality of port, were highly positively correlated. Quality of port infrastructure is of high importance since it ensures the scheduled and on time shipment within expected time [45]. It also ensures the capability of custom clearance with the track ability and tractability of consignments.…”

Section: Principle Component Analysis (Pca)mentioning

confidence: 99%

Empirical Analysis of Factors Affecting the Bilateral Trade between Mongolia and China

et al. 2021

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This study analyzes the factors influencing the bilateral trade between Mongolia and China using the trade gravity model, principle component analysis (PCA), unit root test, bound test, and the estimation of coefficients in a panel data set from 1996–2019. A total of 9 variables including exports, gross domestic product (GDP), population, geographical distance, cultural distance, trade agreements, tariffs, trade facilitation index of China and Mongolia-China trade cost were considered for all models. The results indicate that the cultural distance between Mongolia and China and the population of Mongolia are stationary at level. The coefficient of GDP (income) of both countries is positive and statistically significant with exports. Moreover, trade facilitation has significant positive impact on exports of both countries. These findings reveal that efforts in improving excellence of border administration, arrangements would make a positive contribution in trade of goods. Another major influencing factor is tariffs, which was negatively significant for exports, suggesting that if China imposes 1% tariffs on Mongolian exports, it will result in 24% decrease of Mongolian exports. The results of regression coefficients show that there is long run association between variables. This indicates that China adopted a more restrictive trade policy on the flow of goods from Mongolia with an increase population of China. The study suggests a free trade agreement and relaxation of export/import procedures for Mongolia in order to increase the GDP of Mongolia.

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Section: Principle Component Analysis (Pca)mentioning

confidence: 99%

Empirical Analysis of Factors Affecting the Bilateral Trade between Mongolia and China

et al. 2021

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“…Also, the results of research Cullinane and Song (2003) emphasizes the importance of capital attraction and efficiency indicators, but has not examined the service quality index. Instead, Thai (2016) and Phan et al (2021) research studies introduce service quality as one of the factors influencing the success of this industry. Based on this, the important routes (Figure 5) of the map were identified, based on which it is recommended to the decision makers of BUSHEHR CT to take the necessary measures (Figure 6) to improve the situation of important and effective factors affecting the interests of the CT.…”

Section: Discussionmentioning

confidence: 99%

“…Sakyi and Immurana (2021) have examined the experimental evidence to evaluate the effect of efficiency on the commercial balance of CTs and, by using the generalized method of moments estimation technique concluded that the efficiency of the CT in the commercial balance has affect in short and long periods, and managers must make appropriate policies to improve efficiency. Phan et al (2021) have examined the impact of port service quality, and their research results indicate the impact of improving service quality on customer satisfaction and, ultimately, its performance. Jeevan et al (2018) first obtained five categories of influential and low factors; then used multiple regressions to analyze the data.…”

Section: Review Of Previous Researchmentioning

confidence: 99%

Modeling factors affecting the interests of the container terminal using fuzzy cognitive map and fuzzy DEMATEL

Khajeh

Shahbandarzadeh

2022

JM2

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Purpose Because container terminals (CTs) are broker organizations, their interest has complex, various internal and external factors, the purpose of this study is to scrutiny and structure the factors affecting the interests of the CT. Design/methodology/approach In terms of purpose, this study is a developmental study that, are identified the factors related to the interests of the CT through studying the library and interviewing experts and then the degree of influence of each factor on each other by using the interview with experts of CT in Bushehr province are determined. Then, the fuzzy DEMATEL method is used to calculate the feedback loop of the indicators, and then the matrix obtained Fcmapper software and the fuzzy cognitive map (FCM) is drawn. Findings According to the FCM analysis, three important factors are centrality identified in terms of attracting capital, quality of service and efficiency. In addition, there are three factors, attracting capital, operator performance and law have high outdegree. Originality/value This research has identified 34 effective indicators of CT interests and evaluated their relationship with FCM. In the available researches, all these indicators measurement has not been evaluated together. Furthermore, fuzzy DEMATEL has been used to evaluate self-loops. Another contribution of this research is the introduction of a strategic route as a roadmap for CT managers in Bushehr province to decide on the interests of a CT.

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“…As customer satisfaction is significantly associated with service quality (Phan et al, 2020;Sayareh et al, 2016;Thai, 2008;Yeo et al, 2015), resource allocation is key to improve the services. Availability of reliable equipment, adequate intermodal connections and skilled labour are vital for a port to be efficient in service delivery (World Bank, 2018).…”

Section: Container Terminal Resources Resource Bundling Strategies and Service Performancementioning

confidence: 99%

Common resources-resource bundling-performance: the mediating role of resource bundling in container terminal operations

Laksmana

Shee

Thai

2020

IJPDLM

Self Cite

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PurposeBuilding on the resource-based view (RBV) perspective of common resources, the objective of this paper is to empirically examine the impact of container terminals' common resources (i.e. government support and terminal resources) on resource bundling strategies and subsequent effect on service performance.Design/methodology/approachUsing cross-sectional survey data collected from a sample of 216 respondents of Indonesia's container terminals, this study used structural equation modeling (SEM) to test the hypothesised relationships between common resources, resource bundling strategies and service performance.FindingsGovernment support and terminal resources (personnel and physical), both as sources of common resources when bundled effectively, are found to have positive and significant effect on terminal service performance. The resource bundling strategies fully mediate the relationship between container terminals' common resources and service performance.Practical implicationsThe study introduces the notion of common resources to container terminal managers in contrast to the valuable, rare, inimitable and non-substitutable (VRIN) types. It is recommended that appropriate resource bundling strategies can turn the common resources into VRIN resources that can be used to obtain desired service performance.Originality/valueRBV theorists suggest that resources that are VRIN types can be the source of competitive advantage. However, the resources can also be common, basic and valuable, a fact that is rarely investigated in the literature. These common resources can be bundled judiciously with other pre-existing resources to create VRIN resources. This research enriches the RBV by empirically validating that VRIN resources are embedded within various common resources bundling strategies.

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Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam

Cited by 22 publications

References 49 publications

Empirical Analysis of Factors Affecting the Bilateral Trade between Mongolia and China

Empirical Analysis of Factors Affecting the Bilateral Trade between Mongolia and China

Modeling factors affecting the interests of the container terminal using fuzzy cognitive map and fuzzy DEMATEL

Common resources-resource bundling-performance: the mediating role of resource bundling in container terminal operations

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