Abstract
It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.
Highlights
The importance-performance analysis (IPA) approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port
An integrated model with multiple-criteria decision making (MCDM) and IPA is introduced in this paper
The second submodel, that is, IPA approach can be applied to realize the shortcomings of service quality and rank the ranking of strategies for improving service quality
Summary
Due to a major challenge for the port industry that comes from the increasingly competitive commercial environment in recent years, service quality plays an important role in ports recently. Many approaches and models for evaluating the service quality have been proposed, most of the approaches focused on developing quantitative models for dealing with objective data or qualitative models for dealing with subjective ratings in the evaluation process. Few researchers proposed approaches for dealing with both objective data and subjective ratings simultaneously in the evaluation process of service quality of ports. This paper attempts to fill this gap in the current literature by using an importance-performance analysis (IPA) approach for measuring and finding the service gap between the expectation service from the shipping carriers and the real service delivered by ports. Mathematical Problems in Engineering useful suggestions for improving the service quality of three international ports are given in the conclusions of the paper
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