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http://dx.doi.org/10.5394/KINPR.2017.41.6.423

The Impact of Service Quality in the Port Logistics on Customer Satisfaction, Port Image and Relation Continuity Intention: Focused on Busan Port  

KIm, Ga-Hyun (Graduate school of Korea Maritime and Ocean University)
Ryoo, Dong-Keun (Department of Shipping Management, Korea Maritime and Ocean University)
Publication Information
Journal of Navigation and Port Research / v.41, no.6, 2017 , pp. 423-436 More about this Journal
Abstract
This study examines the level of port service quality based on $Gr{\ddot{o}}nroos$(1984)'s Two-Dimensional Model: we investigated service-environment quality and service-delivery quality, and added service-product quality as a process quality. This study focused on a service user like a llner, forwarder, shipper, or a logistics firm using port service in the Port of Busan. We investigated relationships among the following vairables: service quality, customer satisfaction and port image; we also analyzed the path coefficients using Smart-PLS 3.0. The results and suggestions of this study are summarized as follows. First, all of the service quality variables influenced customer satisfaction but service-delivery quality didn't have an impact on port image. Secondly, there is correlation between customer satisfaction and port image; customer satisfaction had a positive effect with port image. Lastly, customer satisfaction and port image influenced the Relation Continuity Intention.
Keywords
Port Marketing; Port Service Quality; Customer Satisfaction; Port Image; Relation Continuity Intention; Smart-PLS;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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