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http://dx.doi.org/10.5394/KINPR.2011.35.3.243

QFD Analysis combining the Service Quality and Process of Container Ports  

Shin, Chang-Hoon (Department of Logistics Engineering, Korea Maritime University)
Choi, Min-Seung (Hanjin Logistics Institute)
Lee, Ji-Won (Graduate school of Korea Maritime University)
Yang, Yun-Ok (Graduate school of Korea Maritime University)
Publication Information
Journal of Navigation and Port Research / v.35, no.3, 2011 , pp. 243-251 More about this Journal
Abstract
The container ports have been increasingly changed according to the industry structure and differentiated customer's needs. So it seems to need the differentiated service strategies to have their competitiveness. To assess the customer requirements objectively, this paper associated the service process of container ports with the service quality scale by using the Quality Function Development(QFD). This paper analysed the service process of Busan port and then compared it with those of Shanghai port and Tokyo port which are the typical port of the northeast asia. Also, after drawing the importance of the service process as well as its priorities by representing the relation between service quality scale and processes of the container ports, this paper proposed the House of Quality(HOQ) for service quality improvements.
Keywords
Container Ports; Service Quality; Service Process; Quality Function Deployment; House of Quality;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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