QFD Analysis combining the Service Quality and Process of Container Ports

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

Journal of Navigation and Port Research 2011;35(3):243-251.
Published online April 30, 2011.

컨테이너항의 서비스품질과 프로세스를 결합한 품질기능전개(QFD) 분석

신창훈, 최민승, 이지원, 양윤옥

QFD Analysis combining the Service Quality and Process of Container Ports

Chang-Hoon Shin, Min-Seung Choi, Ji-Won Lee, Yun-Ok Yang

Abstract

The container ports have been increasingly changed according to the industry structure and differentiated customer's needs. So it seems to need the differentiated service strategies to have their competitiveness. To assess the customer requirements objectively, this paper associated the service process of container ports with the service quality scale by using the Quality Function Development(QFD). This paper analysed the service process of Busan port and then compared it with those of Shanghai port and Tokyo port which are the typical port of the northeast asia. Also, after drawing the importance of the service process as well as its priorities by representing the relation between service quality scale and processes of the container ports, this paper proposed the House of Quality(HOQ) for service quality improvements.

Key Words: Container Ports;Service Quality;Service Process;Quality Function Deployment;House of Quality