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Erschienen in:
2021 | OriginalPaper | Buchkapitel
Relative Importance Analysis of Factors Influencing Sea Port Service Quality
verfasst von : S. Hemalatha, Lingaraju Dumpala, B. Balakrishna
Erschienen in: Recent Trends in Mechanical Engineering
Verlag: Springer Singapore
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Abstract
In any competitive business environment customer satisfaction is more important to manage and improve their business. Nowadays sea ports are playing key role in any country economy and development. The main view of this work is to examine the impact of service quality of sea port on customer satisfaction of sea port. The literature review deals with the attributes that affect the service quality of sea ports. To check the relationship among sea port service quality and its customer satisfaction a confirmatory factor analysis, along with multiple regression is conducted. It is also concluded that PSQ is a seven-dimensional construct and identified that PSQ and customer satisfaction are related positively. Finally Relative Importance Analysis (RIA) is applied to obtain the weights and ranks of each criterion. The proposed model was tested with a survey of 180 members of the Indian Ports Association (IPA).