Pomorstvo, Vol. 21 No. 2, 2007.
Pregledni rad
Basic port service quality dimensions
Ines Kolanović
Sažetak
Rapid changes induced by technological improvements and the intensified use of ports as logistics centers in the whole transport and logistics service chain have initiated an increasing port service competition. The port service quality, together with the costs of, has become the key factor in the functioning of ports and in maintaining their position on the demanding and fluctuating port services market. Researches into the port service quality and aiming at measuring the service quality according to the needs and demands of the port users are very rarely carried out, the evidence of which is based on the existing Croatian and foreign scientific literature.
The paper aims at pointing out the importance of determining the port service quality, being a prerequisite for a successful development of the port industry and the transport system as a whole, and to begin with the quality dimension needs to be clearly defined. The complexities of a port, as regards the large number of port users interested in such a port and of the services offered, make the identification of a unique set of dimensions more difficult. Although quality can be analyzed from various aspects, the paper aims at identifying the suggested set of port service quality dimensions according to the needs and demands of the port users.
Ključne riječi
service quality; port service; quality dimensions
Hrčak ID:
19036
URI
Datum izdavanja:
20.12.2007.
Posjeta: 3.234 *