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Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam
| 题名： | Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam |
| 正文语种： | eng |
| 作者： | Tien Minh Phan;Vinh V. Thai;Thao Phuong Vu; |
| 作者单位： | Department of Business, Vietnam Maritime University, Haiphong, Vietnam;School of Accounting, Information Systems and Supply Chain, RMIT University, Melbourne, Australia;Division of Business Logistics, Faculty of Marketing, Thuongmai University, Hai Phong, Vietnam; |
| 关键词： | Vietnam; Customer satisfaction; Container port; Port service quality |
| 摘要： | Purpose - This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Despite the importance of the maritime industry in which port is a critical sector in the national economy, there has been no research so far which examines what PSQ entails and how it affects customer satisfaction in the context of Vietnam. Design/methodology/approach - Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction was proposed. A survey questionnaire was then developed and piloted with senior executives who are working in various container shipping lines and logistics companies in Vietnam. The questionnaire was first designed in English and then refined through the process of translation and back-translation to ensure language non-discrepancies. The survey was administered to 200 members of Vietnam Shipowners' Association, Vietnam Logistics Associations and Vietnam Shippers' Council. By the cut-off date, 108 questionnaires were received, in which 99 valid replies were used for further analysis. Findings ― Results from this study reveal that PSQ is a construct of 4 factors and 16 items, and that enhanced PSQ will positively influence customer satisfaction, in which the outcomes of port service performance and its image would have the greatest impact. Interestingly, most items relating to social and environmental responsibility were dropped, and this result is expected in the context of a developing country like Vietnam. Originality/value - Findings from this research may enhance port managers' understanding on areas of PSQ to improve so as tomeet and exceed their customers' satisfaction. |
| 期刊名称： | 航贸周刊 |
| 出版年： | 2021 |
| 期： | 03 |
| 页码： | 34-56 |
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