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http://dx.doi.org/10.5394/KINPR.2016.40.4.223

A Study on the Service Quality Analysis and the Difference Between User Groups in Bulk Terminals of Busan Port  

Lee, Kyung-Nam (Dongjin Logistics Co., Ltd.)
Yang, Han-Na (Graduate school of Logistics System, Korea Maritime and Ocean University)
Wang, Gao-Feng (Graduate school of Logistics System, Korea Maritime and Ocean University)
Shin, Chang-Hoon (Department of Logistics Engineering, Korea Maritime and Ocean University)
Publication Information
Journal of Navigation and Port Research / v.40, no.4, 2016 , pp. 223-230 More about this Journal
Abstract
While marine transport freight is steadily increasing, people are more interested in terminals handling cargo. But the domestic researches on terminals were almost on container terminal. This study attempted to study the service quality for bulk terminals. The users of bulk terminal services were divided into shipowners and shippers to compare their differences by using bulk terminal service provided. During the attributions proposed in this study, Tangibles were descripted by the numbers of berth or depth, facilities, and so on. So it was suitable to consider the tangibles by formative indicators. And also this study has tried using "reflective model" and "formative model" to make a measurement model for comprehensive analyses. The results showed that all of the items were significant except the relation between empathy and performance satisfaction in the overall measurement model analyses. User groups difference analyses results have showed that the trust responsiveness impact on performance satisfaction was more importantly assessed by shippers than by shipowners. It was expected to use the results of this study as a good strategic resource to help bulk terminal administrators make various expansion plans to improve the bulk terminal's competitiveness in the future.
Keywords
Bulk terminal; Service quality; Structural equation modeling; Reflective indicators; Formative indicators;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
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