• International Commerce and Information Review
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• v.6 no.2
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• pp.361-384
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• 2004

Recently the port logistics service has been recognized as a important function of the international logistics, therefore, a lot of papers have been issued concerning the measurement of the service quality of that. But in spite of variety of papers, we can not find out the papers concerning the model of the synthetic customer satisfaction. And also the most of papers concerning the customer satisfaction of service quality have been focused not by cognitive evaluation of the customer, but by affective response. In this thesis, the authors are postulating the model and hypothesis to achieve the research by using the Gr$\"{o}$nroos's model. In order to research the relationship between the port logistics service quality and the customers satisfaction, we are selecting the shipping companies located in Busan and Kwangyang as purchaser and the loading and unloading companies as supplier, and the questionnaires was performed to them. In the result of the empirical study, the technical quality of the port logistics service are affecting directly on the customer satisfaction, but the functional quality are affecting not directly on the customer satisfaction. And also the customer response(affective response) has been proved that it has been exercised as a intermediate role between the port logistics service quality and the customer satisfaction. Therefore it is proved that the affective response of the customer has been exercised a crucial role in the course of supplying the port logistics service.

• Journal of Korea Port Economic Association
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• v.28 no.2
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• pp.95-111
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• 2012

The service quality survey for the customers of Gwangyang container port has been done since 2005. It has been difficult to compare annual levels or rival ports because the calculation of weights among service dimensions that is the most important procedure of the assessment systems did not be founded. In particular, the calculation results by the Analytical Hierarchy Process that specializes in estimating the weights were very unstable and not comparable because they were fluctuated annually more than 90% for the specific item. The objective of this study is to support the establishment for new assessment system of service quality with cost- and time-effective tools at Gwangyang port. The confirmatory factor analysis methodology applied to 2007-2009 survey data from the customers of Gwangyang port can estimate ex-post weights to measure annually the stable service quality. The proposed methodology allows us to build the assessment system of more scientific and accurate service quality while reducing the survey items. By this study, a port company can measure accurately the quality of service and improve its competitiveness through being compared to previous periods and leading companies.

• Journal of Korea Port Economic Association
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• v.28 no.1
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• pp.203-227
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• 2012

Based on the review of the existing studies, this study built the conceptual framework describing the structural relationships among port service quality dimensions(port internal service quality, external service quality, interaction quality), customer satisfaction, customer trust and customer loyalty. In specific, switching barrier was included as moderator in customer satisfaction and customer loyalty relationships. The subjects are the customers who use the Busan New Port. A survey using 317 customers was conducted, Confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the port business can be ensured. Results in this paper indicate that customer trust and satisfaction are identified as antecedents of the port service quality dimensions. Customer satisfaction positively influences trust. Customer trust and satisfaction positively influence loyalty. Switching barrier positively moderates the relationship of customer satisfaction and customer loyalty. Finally, this study suggests that the implications of these findings and offers directions for future research.

• Journal of Navigation and Port Research
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• v.35 no.3
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• pp.243-251
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• 2011

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.

• Journal of Korea Port Economic Association
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• v.21 no.4
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• pp.239-253
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• 2005

Although logistics service quality is considered an essential strategy for success and survival in today's internet environment, there are still a lot of question: what variables determine the extent of logistics service effect, how difficultly do the determinants affecting logistics service effect and how accomplish the decision making in the implementation of inter-organization information system. The purpose of this study is to examine a model to utilize the application and effect of logistics service through e-marketplaces. The results of empirical analysis are mentioned as follows; First, among the interorganization information system factors, four variables(top management support in organization characters, competitive degree in environment characters, relative advantage and information efficiency in innovation characters) have been shown to be primary determinant of the effect of logistics service quality. Second, the type of independent variable used results in a significant difference in the effect of logistics service quality. Third, Korean firms have to pursue the corporate strategy focused on logistics service quality.

• Journal of Korea Port Economic Association
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• v.31 no.3
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• pp.15-39
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• 2015

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.

• Journal of Korea Port Economic Association
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• v.29 no.1
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• pp.1-22
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• 2013

Logistics service is one of the most frequently addressed competitive edges exercised by container terminals that face fierce competition. Many of researches have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Each quality attribute has different implications for customer satisfaction. Timko (1993) has developed customer satisfaction (CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a service quality may influence customer satisfaction. This study attempted to identify the satisfying/dissatisfying quality factors using Kano model and CS coefficient. In so doing, several satisfying and dissatisfying quality attributes in logistics service quality were identified.

• Journal of Navigation and Port Research
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• v.31 no.9
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• pp.801-806
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• 2007

The analytical hierarchy process (AHP) enables decision makers to represent the interaction of multiple factors in complex and unstructured situations. The process requires the decision maker to develop a hierarchical structure of the factors in the given problem and to provide judgments about the relative importance of each of these factors and ultimately to specify a preference for each decision alternative with respect to each factor. The research presented in this paper applies the AHP to identify key players in promoting port competitiveness. The literature survey revealed four major criteria and 15 sub-criteria. The four factors are cost, service quality, facility/capacity and economic-social variable. 150 questionnaires suitable for AHP analysis were made and 77 were returned. It is found that in terms of cost, the first key player is terminal operator and the second key player is shipping companies calling Busan port; in terms of service quality, the first key player is terminal operator, and the second key player is shipping companies calling Busan port; in terms of facility/capacity, the first key player is port authority and the second key player is terminal operator; in terms of economic-social variable, the first key player is terminal operator, and the second key player is shipping companies calling Busan port.

• Journal of Navigation and Port Research
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• v.36 no.1
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• pp.59-67
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• 2012

This study shows how the logistics capability of container terminal impacts with service quality and customer response. Result of this study would be utilized in marketing strategy for container terminal. Sample design is based on shipping companies which are registered in Korea Shipowners' Association and Korea Shipmanagers' Association from Dec. 5 through 23 in 2011. And total of 243 questionnaires are collected through a personal visit. The result of empirical analysis, management capability of logistics capability factor which have an effect on service quality and customer response is the biggest influence to them. At the same time, Sympathy of service quality factor which have an effect on customer response is the biggest influence to it. Therefore, customers' requirements would be analyzed specifically when loading and unloading plans are devised in container terminal, and based on customers' requirements, best customer service would be provided.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2006.06b
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• pp.381-387
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• 2006

The concept of Container Terminal Service has been used in respect to port service until now. There is no necessity to distinguish container terminal service by concept or property. The purpose of this study is to develop the most appropriate Service Quality in the container terminal through empirical analysis such as existing theoretical studies, expertise survey and SAS program. It is necessary to show the way of evaluating Container Terminal Service's importance and Service Quality. This study intends to understand overall satisfaction survey by Container Terminal Service's evaluation through Regression Analysis where customer satisfaction will be the dependant variable.