Novel 3D model for prioritising the attributes of port service quality: cases involving major container ports in Asia

Abstract

The evaluation of port service quality (PSQ) has become a critical issue in port management. However, previous studies neglect the difficulties in so doing by relying on the resources and capability available at the shipping companies. This study proposes and reports on the testing of a 3D model for prioritising PSQ attributes by introducing a novel dimension called 'goal difficulty' into the port service contributory improvement index. The index represents the composite satisfaction index derived from Kano's model and the standardised weight derived from IPA. The data for testing the proposed 3D model were collected from the managers of five major container ports in Asia. The test results were compared against those acquired using 2D methods (e.g., IPA), and managerial implications were drawn. The newly developed model is expected to help port managers allocate their limited resources efficiently in their prioritisation of PSQ improvement and in optimising port service user needs.