Assessing port service quality by process component: the case of Korean and Chinese ports

Abstract

Studies on port service quality are quite limited and so far no study has yet been done to develop a measurement of port service quality by port service process component from the perspective of the shipping lines. The objective of this study is to develop a measurement of port service quality by port service process component and to evaluate the service levels of competing container ports in Korea and China. Using literature review, confirmatory factor analysis and analytic hierarchy process method based on 82 respondents, the findings reveal that the Chinese ports enjoy a higher service level than the Korean ports due to their higher scores in timeliness and price acceptability, which are most critical factors in port service quality. The current empirical study is a meaningful experiment integrating port service quality factors and port service process and consequently, can present more detailed information about the strengths and weaknesses of each port and provide a more useful basis to improve their service competitiveness.