Key factors for the success of smart ports during the post-pandemic era

Abstract

In view of the complexity of maritime transport and the lack of a unified indicator system to evaluate smart ports, this study analyzed the basic characteristics and service quality of smart ports in the post-pandemic era using the SERVQUAL service quality scale. This study further developed an expert questionnaire based on 25 evaluation indicators and evaluated the key indicators of smart port service quality and their causal relationships using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). The results of this study showed that the key smart port success factors are: (1) accurate and secure delivery of cargo; (2) accurate electronic document transfer; (3) rapid provision of port berths to shorten the turnover time of ships; (4) convenient and comprehensive logistics and customs procedures; (5) transparent information integration on a single platform; and (6) use of big data to arrange container transport. Causal relationships were found among the indicators, including the fact that "convenient and comprehensive logistics and customs procedures" was influenced by “accurate electronic document transfer," "transparent information integration on a single platform," and "use of big data to arrange container transport." The results of this study can help port operators and government agencies identify key success factors for smart ports. This will enable participants in the supply chain to take early measures to respond to the impact of emergencies in the post-pandemic era, thus improving port operations and customer satisfaction. This research provides a standard model of smart port service quality that can serve as a reference for building a competitive advantage and making sustainable management decisions.