The impact of port service quality on customer satisfaction: The case of Singapore

Abstract

This study investigates the concept of Port Service Quality (PSQ) and examines its influence on customer satisfaction in the port sector. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model is first checked for validity in an interview with senior executives working in various container shipping lines in Singapore, then validated through a survey of 175 members of the Singapore Shipping Association and Singapore Logistics Association. A confirmatory factor analysis, followed by multiple regression is conducted to confirm the PSQ construct and examine the relationship between PSQ and customer satisfaction. It is found that PSQ is a four-dimensional construct and that the relationship between PSQ and customer satisfaction is positively significant. Specifically, the PSQ dimensions of outcomes, management, process and image and social responsibility all have significant positive impact on customer satisfaction. This study contributes to management practice as port managers can use the PSQ scale to measure their customers’ satisfaction, and justify investments in port service quality as a relational marketing instrument. This research also contributes to theory building, as it presents and validates the respective model of PSQ and customer satisfaction specifically for the port sector.