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Determinants and Performance of Port Logistics Service Quality  

Park, Jung-Hee (중앙대학교 무역물류학과)
Woo, Su-Han (중앙대학교 국제물류학과)
Publication Information
Journal of Korea Port Economic Association / v.31, no.3, 2015 , pp. 15-39 More about this Journal
Abstract
This paper investigates the determinants of port service quality from a resources-based approach. The research model is derived from the relevant literature in port management, service quality, and resource-based theory. It is hypothesized that tangible and intangible resources contribute to port service quality, which in turn leads to the enhancement of reputation and loyalty to ports. To test this, a questionnaire survey is undertaken on three major ports in Korea: Busan, Incheon, and Gwangyang; the collected data are then analyzed using partial least squares. It is suggested that both tangible resources and intangible resources have a positive influence on general service quality and that general service quality has a positive influence on customer satisfaction, thus improving port reputation and loyalty. The contribution to the literature is that resource-based theory is applied to a port service quality model and the model is verified. In addition, an augmented model is adopted to examine the effect of individual resources on service quality. It is also possible for port managers to use the constructs to monitor their resources and develop more specific strategies to gain reputation and loyalty from customers.
Keywords
Port Logistics Service Quality; RBV; Partial Least Squares; Smart-PLS 2.0;
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