Journal of Korean Port Research (한국항만학회지)

Korean Institute of Navigation and Port Research (한국항해항만학회)
권호 표지

An Empirical Study on the Perception of Port Service Quality - Primarily on SERVQUAL Model In Container Terminal -

항만 서비스품질 지각에 관한 연구 - 컨테이너항만의 SERVQUAL 적용을 중심으로 -

  • 신한원 (한국해양대학교 해운경영학부) ;
  • 김성국 (조도전대학 상학연구과 외국인연구원) ;
  • 최영로 (한국해양대학교 대학원)
  • Published : 2001.03.01
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to explore the nature of the relationship between several factors representing perceived port service quality and the adaptability to the marketing strategy of container terminal. An empirical study was carried out to examine not only the determinants of port service quality using PZB's SERVQUAL model but also its implications to the service marketing strategy. The data investigating the determinants of port service quality were collected from 136 managers from shipping companies by the use of questionnaire method. Factor analysis and t-test were carried out to analyze the data. The results of this study were as follows ; First, Shipping companies perceive the port service quality on two the dimensions of personnel and material aspects. Second, Shipping companies put more emphasis on the reliance of port service quality even though the port authority offers good facilities and materials as parts of port shipping quality. Third, There is a significant relationship between the purchase intention and the customer satisfaction. These findings help not only to formulate service marketing strategy based on service quality but also to be a concept tool to enhance port service quality.

Keywords

References

  1. 한국항만학회지 v.6 no.1 부산항의 마케팅지향 항만경영에 관한 연구 곽규석;양진국
  2. 한국해양대학교 석사학위논문 광양항 컨터이너터미널의 마케팅 전략 김운수
  3. 항만경제학회지 v.제14집 항만서비스의 마키팅 믹스전략 구축방안 김홍섭
  4. 한국항만경제학회 v.제11집 항만경쟁의 심화와 항만마케팅의 필요성 문성혁
  5. 東南마케팅硏究 v.1 no.2 지방화 시대의 항만 마케팅 전략에 관한 연구 신한원
  6. 한국항해학회지 v.23 no.3 해운서비스의 지각된 서비스품질에 관한 연구;SERVQUAL SERVPERF 및 EP 모형을 중심으로 辛瀚源;金星國;李廷款
  7. 산업경제연구 v.12 no.5 일본 운송주선인의 서비스품질에 관한 연구 辛瀚原;金星國;趙萬永
  8. 서비스 운영관리 원석희
  9. Journal of Marketing v.10 no.6 SERVQUAL revisited;a critical review of service quality Asubonten;Patrick, Karl J. McCleary;John E. Swan
  10. Marketing of Services A Matrix Approach to the Classification of Marketing Good and Services Bell, M. L.
  11. Journal of Marketing v.47 Consumers' Prior Experience and Perception in Auto Repair Choice Biehal, Gabrial J.
  12. Journal of Consumer Research v.17 no.Summer A Multistage Model of Customers' Assessment of Service Quality and Value Bolton, R. N.;J. H. Drew
  13. Journal of Retailing v.66 no.1 Consumer Perceptions of Service quality;An Assessment of the SERVQUAL Dimensions Carman, J. M.
  14. Journal of Marketing v.58 SERVPERF Versus SERVQUAL;Reconciling Performance-Based and Perceptions - Minus - Expectations Measurement of Service Quality Cronin, J.;Joseph Jr.;Steven A.;Taylor
  15. Prospectus for Container Shipping and Port Development Intra-Regional Container Shipping Study ESCAP
  16. Managing Quality;The Strateic and Competitive Edge Gavin, David A.
  17. Service Management and Marketing;Managing the Moments of Truth in Serive Competition Gronroos;Christian
  18. Review of Economics & Statics v.58 On Good & Services Hill, T. P.
  19. Marketing Managment, 5th Kotler, P.(ed.)
  20. Product Plus Lovelock, Christopher H.
  21. Journal of Marketing Research v.17 A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Oliver, Richard L.
  22. Delivering Quality Service Parasuraman, A.;Valarie A. Zeithaml;Leonard L. Berry
  23. Journal of Retailing v.64 SERVQUAL;A Multiple-item Scale for AMeasuring Consumer Perceptions of Service Quality Leonard L. Berry
  24. Journal of Marketing v.58 Expectations as a Comparison Standard in Measuring Service Quality;An Assessment of a Reassessment Tears, R. Kenneth
  25. Strategy in different in Service Business Thomas, E. R. E.
  26. PIMSLETTER no.33 The Strategic Management of Service Quality Thompson;Phillip;Glenn Desouza;Bradeely T. Gale
  27. PIMSLETTER no.33 The Strategic Management of Service Quality Thompson;Phillip;Glenn Desouza;Bradeely T. Gale
  28. Prot Marketing and the Challenge of the Third Generation Port UNCTAD
  29. The Tools for Achieving Service Quality, in Managing Service Marketing, Operations and Human Research Wyckoff, D. D.
  30. Journal of Marketing v.52 Communication and Control Processes in the Delivery of Service Quality Zeithaml, Valarie A.;Leonard L. BerryA. Parasuraman
  31. サ一ビス貿易 左タ波揚子;浦田秀次郎