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http://dx.doi.org/10.5394/KINPR.2017.41.6.409

A Comparison of the Superiority of the Service Quality Measurement Model based on the Port Loading and Unloading Business  

Yang, Han-Na (Graduate school of Logistics System, Korea Maritime and Ocean University)
Publication Information
Journal of Navigation and Port Research / v.41, no.6, 2017 , pp. 409-414 More about this Journal
Abstract
In point of fact, there is a lack of explicit models that explain how services are perceived and evaluated by consumers who use them; present research on service quality has begun as a measure to complement this development. In this study, we applied the service quality model of PZB model based on Parasuraman et al.(1988) and the BNC model based on Brady and Cronin(2001), and compared the superiorities of each model. As a result of analyzing the questionnaire provided for terminal users, the BNC model is more superior than the PZB model. The increase in the number of factors led to an increase in the provided information, as a result of this, the model's explanatory power seems to be high. The results of this study may be different according to the characteristics of the industry, but we hope that the results presented in this study will lead to the expansion of the scope of research for the port loading and unloading business in the future.
Keywords
Service Quality; Structural Equation Modeling; Heywood Case; PZB Model; BNC Model;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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