In:
PLOS ONE, Public Library of Science (PLoS), Vol. 17, No. 2 ( 2022-2-25), p. e0264590-
Abstract:
It is argued that ports are playing a crucial role in developing nations’ economy. Still, solutions to improving port service quality (PSQ) to boost ports’ competitive capacity is questionable. Hence, this study aims to investigate port service quality (PSQ) by using integration of the extension Fuzzy Analytic Hierarchy Process and Importance-Performance Analysis (IPA) from port users’ perspectives. From the relevant literature and expert interview, the hierarchical structure of PSQ embracing six dimensions with 29 criteria was first established. To test the research model, the Dong Nai port joint stock company (DNPC) and their port-service users were empirically investigated. It is found that: (1) the importance degree of dimensions is ranked as follow: empathy (21.07%), tangibles (20.15%), assurance (15.97%), reliability (15.54%), responsiveness (12.53%), diversity (14.74%); (2) for criteria of PSQ, top five criteria concerned by shipping companies and ocean freight forwarders comprise: "proactive provision of vessel schedules", "cargo handling facilities and equipment", "detailed schedule", "accuracy and consistency of schedules", and "geographical location"; (3) there are four service attributes (SAs) needing to prioritize for improvement, including "perfect transportation of cargos", "ability in dealing with cargo damage", "willingness in helping customers", "provision of special cargo-related services". The practical policy is that port authorities should transfer the limited resources from SAs in Quadrant IV to Quadrant II to enhance the PSQ.
Type of Medium:
Online Resource
ISSN:
1932-6203
DOI:
10.1371/journal.pone.0264590
DOI:
10.1371/journal.pone.0264590.g001
DOI:
10.1371/journal.pone.0264590.g002
DOI:
10.1371/journal.pone.0264590.g003
DOI:
10.1371/journal.pone.0264590.g004
DOI:
10.1371/journal.pone.0264590.g005
DOI:
10.1371/journal.pone.0264590.t001
DOI:
10.1371/journal.pone.0264590.t002
DOI:
10.1371/journal.pone.0264590.t003
DOI:
10.1371/journal.pone.0264590.t004
DOI:
10.1371/journal.pone.0264590.t005
DOI:
10.1371/journal.pone.0264590.t006
DOI:
10.1371/journal.pone.0264590.t007
DOI:
10.1371/journal.pone.0264590.t008
DOI:
10.1371/journal.pone.0264590.t009
DOI:
10.1371/journal.pone.0264590.s001
DOI:
10.1371/journal.pone.0264590.s002
DOI:
10.1371/journal.pone.0264590.r001
DOI:
10.1371/journal.pone.0264590.r002
DOI:
10.1371/journal.pone.0264590.r003
DOI:
10.1371/journal.pone.0264590.r004
Language:
English
Publisher:
Public Library of Science (PLoS)
Publication Date:
2022
detail.hit.zdb_id:
2267670-3
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