Original scientific paper
Methodological approach to the port service quality empirical research
Ines Kolanović
; University of Rijeka, Faculty of Maritime Studies Rijeka, Rijeka, Croatia
Zdenka Zenzerović
; University of Rijeka, Faculty of Maritime Studies Rijeka, Rijeka, Croatia
Julije Skenderović
; Poreč, Croatia
Abstract
The port service quality research methods from the users’ point of view are presented in this paper. The purpose of this research is to select and reduce a large number of the port service quality attributes to a smaller number of attributes, grouped in common factors according to certain criteria. By analyzing the structure of the grouped attributes, the users’ expectation of the service quality provided according to their requirements is determined and evaluated. The determination of interdependence among more variables has been carried out by using the multivariate analysis or, specifically, by using the method of the principal component factor analysis. The presented methodology has been applied to the real data obtained from the questionnaire of the sample of students attending the Faculty of Maritime Studies in Rijeka, Croatia. The data collected have been processed by using the SPSS 16.0. statistical package. Based on the factor matrix and after having carried out the Oblimin rotation, it has been determined that five latent groups of attributes grouped in factors have been indicated by the attributes. Five factors singled out considering the associated port service quality attributes have been called: the port functionality factor, the port responsibility factor, the port adaptability factor, the port availability factor and the port information capacity factor.
Keywords
quality attributes; port service; methodology; multivariate analysis
Hrčak ID:
38369
URI
Publication date:
29.6.2009.
Visits: 3.200 *