The impact of port service quality on customer satisfaction: The case of Singapore

Thai, Vinh V.

doi:10.1057/mel.2015.19

Cited by 37 publications

(54 citation statements)

References 46 publications

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“…With global regulations regarding environmental issues in maritime transport being developed and enacted, for example the MARPOL regulations (Zhang, 2016) and the Kyoto Protocol (Bodansky, 2016), ports are facing greater pressures to comply with regulatory and societal requirements for operational sustainability. Ports have had to take progressive action in this area because it has become a paramount consideration when shipping companies are determining which port to use (Thai, 2016;Parola et al, 2017;Ding et al, 2019). A port which is operating at a high level of sustainability is more likely to attract support from the government, communities and the public, as well as potential investors in the maritime industry (UNCTAD, 2015).…”

Section: Introductionmentioning

confidence: 99%

Port sustainability and performance: A systematic literature review

Lim

Pettit

Abouarghoub

et al. 2019

Transportation Research Part D: Transport and Environment

163

103

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Motivated by a lack of research on port sustainability performance and assessment, this paper uses a systematic literature review to identify trends, measurement methods, and mechanisms for the implementation of strategy and policy in this area. The paper provides a comprehensive and critical evaluation of port operational sustainability, focusing on ascertaining the impact of its implementation. The study analysed and synthesised established characteristics in the current literature regarding the performance of port sustainability and its evaluation in terms of operations and management. Successful performance measurement in port sustainability is driven by the dependence on establishing accurate indicators as the basis for measurement. Our clustering of analytical sustainability indicators reveals that environmental research is focused on pollution, social research is mainly focused on human resource management, while economic research is mainly on port management and borderline investment. Findings are discussed in four key areas of port sustainability performance and assessment: existing trends, implementation of measures, mechanisms for implementation, and assessment gaps and challenges. For existing trends, attempts to evaluate the applicability and practicality of green operations have improved the awareness and promotion of governmental green policies. Implementation measures relate to the utilisation of techniques that reveal optimal practices for practical sustainable operations while mechanisms largely relate to establishing indicators which increase understanding of performance. Finally, challenges in this field include achieving consistency among ports in how sustainability is measured. Future research should incentivise improvements in port operational practice and encourage self-examination in order to reprioritise activity.

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Section: Introductionmentioning

confidence: 99%

Port sustainability and performance: A systematic literature review

Lim

Pettit

Abouarghoub

et al. 2019

Transportation Research Part D: Transport and Environment

163

103

View full text Add to dashboard Cite

show abstract

“…Compared to earlier studies, this model adds new dimensions of management, image and social responsibility to comprehensively cover aspects of service quality in maritime transport. ROPMIS has been adapted in various studies on service quality in container shipping (Tepe, 2015;Le, Ho and Nguyen, 2018), tramp shipping (Thai et al, 2014), passenger shipping (Thamrin, 2012), freight forwarding (Gil-Saura et al, 2018) as well as container terminals and ports (Thai, 2015;Yeo et al, 2016;Chang and Thai, 2016;Pham and Yeo, 2019) with high validity and reliability.…”

Section: Study Of Container Portsmentioning

confidence: 99%

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

Phan

Thai

2020

MABR

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Purpose This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Despite the importance of the maritime industry in which port is a critical sector in the national economy, there has been no research so far which examines what PSQ entails and how it affects customer satisfaction in the context of Vietnam. Design/methodology/approach Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction was proposed. A survey questionnaire was then developed and piloted with senior executives who are working in various container shipping lines and logistics companies in Vietnam. The questionnaire was first designed in English and then refined through the process of translation and back-translation to ensure language non-discrepancies. The survey was administered to 200 members of Vietnam Shipowners’ Association, Vietnam Logistics Associations and Vietnam Shippers’ Council. By the cut-off date, 108 questionnaires were received, in which 99 valid replies were used for further analysis. Findings Results from this study reveal that PSQ is a construct of 4 factors and 16 items, and that enhanced PSQ will positively influence customer satisfaction, in which the outcomes of port service performance and its image would have the greatest impact. Interestingly, most items relating to social and environmental responsibility were dropped, and this result is expected in the context of a developing country like Vietnam. Originality/value Findings from this research may enhance port managers’ understanding on areas of PSQ to improve so as to meet and exceed their customers’ satisfaction.

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“…• H1: Resources have a positive effect on customer satisfaction Service capacity is expressed through ensuring the commitment in the contract, limiting errors, ensuring goods safety, the accuracy of documents and meeting customers' demands (BUTTLE, 1996;DOAN, 2010;YUEN;THAI, 2015;LY, 2016, TRAN, 2010PHAM, 2008).…”

Section: Independent Journal Of Management and Production (Ijmandp)mentioning

confidence: 99%

Factors affect customer satisfaction: the case of cargo delivery services

Le-Hoang

2020

Ind. Jour. Manag. & Prod.

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The research aims to explore and measure the factors affecting customer satisfaction in cargo delivery services in Vietnam. Notably, the researchers develop a new scale to examine the effect the customer satisfaction, and it is the price factor. To conduct the research, the authors do group discussions and expert discussion and then analyzed 1,729 valid respondents with five factors: resource, service capacity, management capacity, brand reputation and price. The result from Exploratory Factor Analysis (EFA) shows that all of the independent variables have a significant effect on customer satisfaction. In which, brand reputation is the most influential factor, and the management capacity is the least influential factor. Besides, the research shows that the price also effects on customer satisfaction on cargo delivery context. Based on that, the research recommends the necessary management solutions to increase customer satisfaction, and it also supports the new scale and ideas to research in the new field and new country in further research.

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The impact of port service quality on customer satisfaction: The case of Singapore

Cited by 37 publications

References 46 publications

Port sustainability and performance: A systematic literature review

Port sustainability and performance: A systematic literature review

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

Factors affect customer satisfaction: the case of cargo delivery services

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