Development of Scale for the Service Quality from Entry to Departure of Container Ports

Shin, Chang-Hoon; Choi, Min-Seung; Yang, Yun-Ok

Journal of Navigation and Port Research 2010;34(5):389-395.
Published online June 30, 2010.

컨테이너항의 입항부터 출항까지의 서비스품질 척도 개발

신창훈, 최민승, 양윤옥

Development of Scale for the Service Quality from Entry to Departure of Container Ports

Chang-Hoon Shin, Min-Seung Choi, Yun-Ok Yang

Abstract

Recently, it becomes important for container ports to gain competitiveness through service differentiation strategies. These strategies require an objective evaluation on consumer needs. For that reason, this study aims at developing the scale and measurement methods for service quality. Container shipping companies calling at Busan are targeted for the empirical analyses. The measurement items are presented for the services that they are provided from entry into a port to departure from a port. Exploratory factor analysis and validity analysis are done to derive a service quality scale from entry to departure. The result of regression analysis implies that the service quality scale is useful to increase customer satisfaction and to establish managerial strategies.

Key Words: container ports;service quality;exploratory factor analysis;exploratory correlation analysis;validity analysis;multiple regression analysis