Abstract
<p>The paper synthesized the elements of quality of seaport services from which analyzes the relationship between the elements of the service quality to the level of customer satisfaction. The research model is recognized by a group of customer at 6 seaports (Tan Cang, Cat Lai and Hiep Phuoc in Ho Chi Minh City, Cai Mep in Ba Ria - Vung Tau, Tan Cang - Mien Trung in Quy Nhon, Tan Cang - 128 in Hai Phong) of Saigon Newport Corporation. The results showed several significant differences in the degree of influence of 5 variables: Resources; Capacities; Process of services; Management capacities; Image and reputation.</p>
Highlights
Service is a special form of product/market, with the specific characteristics different from tangible product and is understood that any action or performance that one party may offer to the other and in the nature of amorphism, not leading to the ownership of anything and even their production may be independent from or associated with tangible product (Kotler, 2000)
The paper synthesized the elements of quality of seaport services from which analyzes the relationship between the elements of the service quality to the level of customer satisfaction
The research model is recognized by a group of customer at 6 seaports (Tan Cang, Cat Lai and Hiep Phuoc in Ho Chi Minh City, Cai Mep in Ba Ria Vung Tau, Tan Cang - Mien Trung in Quy Nhon, Tan Cang - 128 in Hai Phong) of Saigon Newport Corporation
Summary
Service is a special form of product/market, with the specific characteristics different from tangible product and is understood that any action or performance that one party may offer to the other and in the nature of amorphism, not leading to the ownership of anything and even their production may be independent from or associated with tangible product (Kotler, 2000). Service is generally characterized by five relevant features (Bitner et al, 1993), including (1) intangibility as it is intangible and doesn’t exist under the form of object; (2) variability as it is impossible for standardizing service; (3) inseparability as it is closely associated with service supply activity; (4) perishability as service cannot be in stock, stored, or transported from this place to another; and (5) impossibility for assignment of ownership. With over 80% of the volume of imports and exports (Vietnam Marine Administration, 2014) transported by sea, the commercial seaport system plays a special role in Vietnam’s trade activities. While countries in the region have the world leading seaports such as the ports of Singapore, Kaoshiung (Taiwan), PortKlang (Malaysia)..., Vietnam’s seaports still do not have a position in the region and one of the causes is that their service quality has not reached the international level (Thai & Devinder, 2005; Từ Tâm, 2010; Cao, 2010)
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