The Study on Port Service Quality in Maritime Clusters

• Main Authors: Shu-Fen Chen, 陳淑芬
• Other Authors: An-Shuen Nir
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/91157879675656910186

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 99 === In the process of international transportation, a port has always played the linking role for cargo (container) consolidation, cargo evacuation and cargo transshipment. The shipping service industry has hence become an area group in the economic activities. Moreover, the cluster effects resulted by the activities carried out by the shipping service industry create the regional core competition and innovation abilities of a port and lead to the rise of regional economy. Therefore, the power Maritime cluster established should not be ignored in terms of port management. The more frequent the activities mean the demands for the connecting transportation system and the basic infrastructures in the port area, under port management, are becoming more obvious. It is apparent that Maritime cluster has deep impacts on port management and the suggestions from the cluster are very important to the improvement of the port’s service quality. As the difference between the ports in Taiwan is not significant, port managers turned to using customer-oriented marketing strategy to provide better service quality to satisfy customers’ needs in this aggressive, homogeneous competition. Thus, a comparative study was carried out firstly to find out whether there was any gap between the service quality each port in Taiwan provided and the customers’ expectations. The result showed that the improvement points for service quality differed from port to port and that the overall service quality in the ports in Taiwan should be actively improved in order to shorten the gaps customers had in mind. In the research, relative data were collected and questionnaire investigation was carried out. The research targets were the Maritime clusters in Keelong port, Taipei port, Taichung port and Kaohsiung port. Descriptive analysis and factor analysis were applied to analyze and discuss the dimensions of service quality in each port. It was found the features of the service levels of the Maritime clusters in Taiwan can be divided into three main categories and they were “Application ability of information communication,”“Integration capability of service marketing” and “Ability to provide professionalism, security and efficiency.”It was also found that people were most satisfied with Kaohsiung port’s application ability of information communication; they were most satisfied with Taipei port and Kaohsiung port’s integration capability of service marketing; and they were most satisfied with Taipei port’s ability to provide professionalism, security and efficiency.