Abstract
The process of digitalization i.e. implementation of digital technologies is widely present in the seaports. Digitalization encourages seaports to adjust and implement digital technologies in providing their services, while constantly striving to stay efficient, profitable and competitive. The implementation of digital technologies results in altered perspective of seaport service quality. Since seaport service quality is not prescribed and strictly defined, the importance of digitalization should be taken into consideration, which includes redefining the seaport service quality factors. Worlds’ leading seaports, especially leading European seaports, recognized the possibilities of digital technologies in providing quality seaport services and are investing in their implementation. In this paper, seaport service quality is analysed in the context of digitalization i.e. the implementation of digital technologies. The purpose of this paper is to define the quality factors and opportunities for improving seaport service quality based on the analysis of digital technologies implemented in seaports.
Highlights
Seaport services have evolved along with the development of seaports
This paper studies seaport service quality in respect to the process of digitalization in seaports, the necessity to consider the changes in the definition of seaports service quality factors regarding the implementation of digital technologies in seaport services
Seaport services are raised to a new level characterized by digitalization i.e. the implementation of digital technologies
Summary
Seaport services have evolved along with the development of seaports. Initially, seaports provided simple loading and unloading services, while today seaports act as a main links in the international maritime transport offering various services and connecting many stakeholders. Seaport service quality was simple, referring merely to the successful or unsuccessful loading and unloading operations. It has gradually evolved into a complex quality consisting of various factors which could include: reliability, flexibility, innovativeness, technology, security, etc. Seaport service quality in the theoretical and practical sense is not uniquely defined, but should include all relevant factors of the seaport business and a broader perspective of issues which influence the seaport business, such as the process of digitalization. Digitalization i.e. the implementation of digital technologies is one of the processes which today strongly influences seaports and the provision of seaport services. The goal of this paper is to define seaport service quality factors from the aspect of implementation of digital technologies in seaport services and to provide a review of relevant examples of digital technologies implemented to improve seaport service quality
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