Importance-Performance Analysis of Port Service Perceived by Shipping Company: A Case of Busan Port

다국어 초록 (Multilingual Abstract)

Generally, service provided from port to shipping companies are various with not only berthing support and cargo handling but also information service, ship stores, bunker/water supply, etc. Although all the service offered by port is important, the level of importance and satisfaction can be different from the perspective of customers. Therefore, in order to offer the practical service that customers need, its significance and satisfaction are needed to be considered simultaneously in terms of customer service.
The objective of this research is to analyze the importance and satisfaction of port service perceived by shipping companies calling Busan port. To achieve this objective, Data from shipping companies calling Busan port were collected, and Importance-Performance Analysis(IPA) for analysis was used. From the results of analysis, it was found that there are gaps between importance and satisfaction of port service. And it showed that the strategies which Busan port should focus on are expansion of port infrastructures and improvement of labor productivity such as deep water draft and well-skilled port workers. These imply that Busan port needs continuous development plan. That is, it points out that Busan port focus on the expanding infrastructures as the fundamental elements is more important than improvement of soft service policy, for the future.

다국어 초록 (Multilingual Abstract)

Generally, service provided from port to shipping companies are various with not only berthing support and cargo handling but also information service, ship stores, bunker/water supply, etc. Although all the service offered by port is important, the level of importance and satisfaction can be different from the perspective of customers. Therefore, in order to offer the practical service that customers need, its significance and satisfaction are needed to be considered simultaneously in terms of customer service.
The objective of this research is to analyze the importance and satisfaction of port service perceived by shipping companies calling Busan port. To achieve this objective, Data from shipping companies calling Busan port were collected, and Importance-Performance Analysis(IPA) for analysis was used. From the results of analysis, it was found that there are gaps between importance and satisfaction of port service. And it showed that the strategies which Busan port should focus on are expansion of port infrastructures and improvement of labor productivity such as deep water draft and well-skilled port workers. These imply that Busan port needs continuous development plan. That is, it points out that Busan port focus on the expanding infrastructures as the fundamental elements is more important than improvement of soft service policy, for the future.

참고문헌 (Reference)

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