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Customer-based Port Service Quality Model

Ines Kolanović
Čedomir Dundović
Alen Jugović

Puni tekst: engleski, pdf (332 KB) str. 495-502 preuzimanja: 3.604* citiraj
APA 6th Edition
Kolanović, I., Dundović, Č. i Jugović, A. (2011). Customer-based Port Service Quality Model. Promet - Traffic&Transportation, 23 (6), 495-502.
MLA 8th Edition
Kolanović, Ines, et al. "Customer-based Port Service Quality Model." Promet - Traffic&Transportation, vol. 23, br. 6, 2011, str. 495-502. Citirano 19.09.2020.
Chicago 17th Edition
Kolanović, Ines, Čedomir Dundović i Alen Jugović. "Customer-based Port Service Quality Model." Promet - Traffic&Transportation 23, br. 6 (2011): 495-502.
Kolanović, I., Dundović, Č., i Jugović, A. (2011). 'Customer-based Port Service Quality Model', Promet - Traffic&Transportation, 23(6), str. 495-502.
Kolanović I, Dundović Č, Jugović A. Customer-based Port Service Quality Model. Promet - Traffic&Transportation [Internet]. 2011 [pristupljeno 19.09.2020.];23(6):495-502.
I. Kolanović, Č. Dundović i A. Jugović, "Customer-based Port Service Quality Model", Promet - Traffic&Transportation, vol.23, br. 6, str. 495-502, 2011. [Online].

This port service quality study is an important precondition for an efficient development of port industry and traffic system as a whole. It is due to the complexity of any port, as a system consisting of a large number of stakeholders rendering services to customers with various requirements, that a unique set of port service quality indices has been still missing. For this reason, the paper explains the port service quality concept in compliance with stakeholders and their requirements within the context of port service quality.
The aim of the paper is to present a proposal for a customer-based port service quality model based on empirical study and its reliability testing on a selected sample. The proposed model is defined by five factors and fits satisfactorily into the obtained poll questionnaire results. The statistical data processing package SPSS 16.0 and the LISREL 8.54 programme were used in the study.
KEY WORDS: port service, customer, model, factor analysis

Hrčak ID: 82069


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